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Provider in Focus

Age Concern Sandwich Meals on Wheels service

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Provider in Focus | Age Concern Sandwich Meals on Wheels service

Discussion took place on 30th April 2026

This month, we’re speaking with Ben Garratt, Chief Officer at Age Concern Sandwich, about delivering a volunteer-led Meals on Wheels service in a largely rural area – and the realities of sustaining a service that is both operationally complex and critically important.

Freshly prepared main meal and side dishes

Freshly prepared main meal and side dishes at Age Concern Sandwich

A local service with a vital role

The service delivers freshly cooked hot meals to over 50 residents in Sandwich (Kent) and surrounding areas, covering a rural catchment of around five miles.

With around 30 meals delivered per day across four routes, the service relies heavily on volunteers to ensure meals reach those who need them.

As Ben explains, the offer goes far beyond food:

“We pride ourselves in cooking a fresh cooked meal and providing it hot and ready to eat – but it’s also about seeing friendly faces, checking up on people, and making sure they’re okay.”

The service primarily supports people over 50 who are unable to shop or cook for themselves, including older adults and those recovering from hospital discharge.

“We’re so crucial, our sector, to helping people. And we’re crucial to the NHS because we help prevent people ending up in hospital. But we don’t get enough support, not anymore, not like we used to. That’s one of the problems we face. It’s a cost issue.” 

Image: Preparing for the day’s Meals on Wheels deliveries at Age Concern Sandwich

More than a meal: relationships and reassurance

A key strength of the service lies in the relationships built between volunteers and clients.

Volunteers don’t just deliver meals. They get to know the people they visit, notice changes, and feed this back to the team where needed.

This ongoing contact allows the service to:

  • Provide reassurance to clients and families
  • Identify emerging needs
  • Signpost or refer to other services where appropriate

“There’s a reason why someone needs that meal. You get to know them, understand their situation, and notice if something changes… their mood, their behaviour… and then you can act on that.”

A freshly prepared hot meal ready for delivery

A freshly prepared hot meal ready for delivery at Age Concern Sandwich

Volunteer-led, communication-driven

Unlike some services, Age Concern Sandwich does not rely on digital systems or route-planning software.

Instead, the service is built on strong communication and local knowledge.

In a rural setting, this is essential – especially when unexpected disruptions occur.

Ben reflects:

“If there’s roadworks, it can completely throw a route out. So the drivers let us know, and we work it out together. It’s all about communication.”

New volunteers are supported through shadowing and gradually introduced to routes, helping them build familiarity with both clients and local geography. 

This also helps ensure continuity for clients:

“It’s not a strange person at the door.”

Operating in a challenging environment

Like many Meals on Wheels providers, the Age Concern Sandwich service faces ongoing challenges, particularly around:

  • Recruiting and retaining volunteers
  • Rising operational costs
  • Maintaining financial sustainability

“Finding sufficient volunteers is an ongoing challenge. We continue advertising for volunteers in all media platforms, but it’s a massive challenge – we couldn’t run the service without our volunteer drivers.”

At the same time, Ben highlights how wider economic pressures are being felt across the charitable Meals on Wheels sector:

“We have to keep an eye out on costs all the time. With rising costs, national insurance, wages… it’s getting really difficult for charities. A lot are under pressure. But the Meals on Wheels service we offer is a seriously crucial service. A lot of people don’t realise it. People just think someone’s getting a bit of dinner turning up for free, and that they don’t have to cook it… but there is a vast amount of people that are just not capable of cooking that dinner because of their disabilities and their frailty…”

Despite this, the service closely monitors its financial position, aiming to remain sustainable while continuing to deliver a high-quality offer. However, Ben reflects on the need for more support:

Freshly prepared dessert served with custard

Freshly prepared dessert served with custard at Age Concern Sandwich

“More financial support from government and from the NHS… when they ask us to do things to help them, the funding should be better to reflect the costs that we incur.”

Why the service matters

Ben is clear about the wider role Meals on Wheels plays – not only for individuals, but for the health and care system: 

“If the service wasn’t there, people would end up in hospital more. Social care would have to take over. It would cost the state more.”

Nutrition is a central part of this:

“A fresh, nutritious meal is really important. Without that, people’s health and wellbeing would go downhill.”

Without services like this, he suggests, people’s health can quickly decline – with wider consequences for individuals, families, and the system as a whole.

Looking ahead

While the service is currently stable, Ben reflects on the wider pressures facing the sector: 

“It’s going to be a very challenging year for charities. Some services may not survive – and that’s not good for anyone.” 

He highlights the need for: 

  • Greater recognition of the sector’s value
  • More consistent support
  • Better alignment between expectations and funding

Advice for other providers

For people considering developing a new Meals on Wheels service, Ben advises: 

“Make sure it’s good quality, nutritious food. People need to enjoy it – it matters.”

And if an existing Meals on Wheels service came to Ben for advice, he reflects:

“Always review your prices, always review your suppliers, always have a backup, always have a contingency plan because things can go wrong.”

Ben’s question to other Meals on Wheels providers

“How do you manage staff and volunteer costs within your service – and how does this influence what you charge?”

This reflects a key area of interest and challenge, particularly as different models (volunteer-led vs. paid delivery) shape how services operate and remain sustainable.

Learn more about the Age Concern Sandwich Meals on Wheels service
Contact: office@ageconcernsandwich.com | 01304 614 237

Do you run a Meals on Wheels service and have thoughts or experience to share? Join the conversation with other Meals on Wheels providers via our WhatsApp Community.

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Fife Council Meals on Wheels

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Provost of Fife, Cllr Jim Leishman (former player and manager of Dunfermline Athletic Football Club), delivering to a local Meals on Wheels client and fellow Dunfermline Athletic fan during the National Association of Care Catering (NACC) National Meals on Wheels Week

Provider in Focus | Fife Council Meals on Wheels

Discussion took place on 8th May 2026

This month, we’re speaking with Andrew Stokes, Service Manager at Fife Council, about delivering one of Scotland’s largest Meals on Wheels services on behalf of the Fife Health and Social Care Partnership, and supporting over 600 customers a day across a large and diverse local authority area, the 3rd largest in Scotland.

Operating from three production kitchens across West, Central and East Fife, with a team of around 50 staff and an all-electric delivery fleet of around 30 bespoke vans, the service combines large-scale logistics with something much more personal: daily wellbeing checks, social connection, and support for people to remain independent at home.

A large-scale service rooted in community support

Fife Council’s Meals on Wheels service delivers approximately 600 meals and 150 afternoon teas per day, across 363 days a year.

The service supports a wide range of residents, although the majority are adults over pensionable age.

“It might be people who’ve been in hospital for a period of time and they need that kind of short-term support… and often that short term support leads into them staying with us longer term because they like the service, the quality of food, that social interaction.”

Unlike many services, all Meals on Wheels drivers in Fife are paid council employees.

“We’re all public servants. We’re all paid to serve the residents and the people of Fife.”

Andrew explains that this gives the service stability and continuity, with many drivers bringing significant life skills and experience and a strong sense of public service commitment to the role.

Provost of Fife, Cllr Jim Leishman (former player and manager of Dunfermline Athletic Football Club), delivering to a local Meals on Wheels client and fellow Dunfermline Athletic fan during the National Association of Care Catering (NACC) National Meals on Wheels Week

“If the Meals on Wheels service stopped in Fife today, what would those 600 customers do tomorrow? The majority of them wouldn’t be able to sustain themselves in their own home independently, having nutritious meals. Some of them may need to go into long term residential care. But that’s expensive and also there may not be the capacity for them to go in. And this places added pressure on social care finances… home care… they may not have the capacity either due to their own resource and recruitment challenges.” 

Image: Provost of Fife, Cllr Jim Leishman (former player and manager of Dunfermline Athletic Football Club), delivering to a local Meals on Wheels client and fellow Dunfermline Athletic fan during the National Association of Care Catering (NACC) National Meals on Wheels Week

More than delivering food

Although meals are central to the service, Andrew repeatedly returns to the wider role drivers play in people’s daily lives.

Drivers will identify concerns and escalate them where needed – whether to their supervisors, housing colleagues, social work teams, or emergency services. The service also provides reassurance to families, particularly those living far away.

“Obviously, as we know, it’s much more than just a meal. It’s that welfare check, it’s that social contact, it’s having a wee blether between our Drivers and our clients.”


“It’s that sense of comfort for families… knowing that their relatives are getting nutritious food and that check and that social connection every day.”

Andrew reflects that the true impact of Meals on Wheels may be impossible to fully measure:

“It’s taken financial pressure off of very stretched health and social care budgets in terms of people remaining living independently in their own homes. But I still don’t think we actually know what it truly means to people and their families, because it’s very personal to them. We’ve got the generic evidence or assumptions or views, but I think there’ll be much more than that if we were to dig deeper.”

Alan, one of Fife's Meals on Wheels Drivers, proudly showing off his bespoke delivery van

Alan, one of Fife’s Meals on Wheels Drivers, preparing to deliver meals in the community and proudly showing off his bespoke delivery van

Reliability in all conditions

One of the strongest themes throughout our conversation is the determination and resilience of the Meals on Wheels team.

Fife regularly experiences severe winter weather, storms and difficult conditions – yet missed deliveries are extremely rare.

“The Meals on Wheels drivers just see it as a challenge. I always phone my team manager and say, ‘How many missed deliveries?’, and she’ll say, ‘None.’ They were all delivered. Drivers just find a way.”

Andrew believes this reflects both the commitment of the workforce and the culture within the service.

“The thing that always strikes me about the Meals on Wheels team is just their passion and their own commitment to ensuring that our most elderly and vulnerable are supported and cared for.”

He also highlights the importance of investing in staff through training, supportive management, and strong employment conditions.

Every new driver receives a full induction covering: 

  • Safeguarding and adult protection
  • Vehicle safety
  • Council expectations and behaviours
  • Shadowing and route familiarisation

 

Andrew Stokes, Service Manager, and Stella Stewart, Hospitality Team Manager, delivering thank-you gifts to one of their local Meals on Wheels kitchens during last year’s National Association of Care Catering (NACC) National Meals on Wheels Week

Andrew Stokes, Service Manager, and Stella Stewart, Hospitality Team Manager, delivering thank-you gifts to one of their local Meals on Wheels kitchens during last year’s National Association of Care Catering (NACC) National Meals on Wheels Week

Adapting and evolving the service

The Fife Council Meals on Wheels service recently introduced a new digital management system to support route planning, delivery management and data collection.

Andrew explains that while technology offers opportunities, introducing change needs to be carefully managed:

“We were mindful of the workforce that we’ve got and some of them are perhaps not all digitally confident. We didn’t want that to overwhelm the staff.”

Instead, the team is gradually building confidence and exploring how data and digital tools could help strengthen the service in the future.

Andrew and his colleagues are also thinking more broadly about how Meals on Wheels may need to evolve over time.

“To sustain it and modernise it, I think there is something around what else the service can offer.”

This includes exploring wider wellbeing support, helping people remain active at home, and wider preventative approaches to ageing well.

Operational challenges and rising pressures

Like many providers, Fife Council’s service has faced increasing operational and financial pressures in recent years, including overheads, staffing and energy costs. 

“Fleet costs, obviously a massive cost to any Meals on Wheels provider. It was one of the big reasons we decided to go all electric. One, because of our climate change and net zero ambitions as an organisation, but also to reduce what is now hugely expensive fuel costs.”

Despite increases in food supply costs, the service currently operates with a significant public subsidy to ensure meals remain affordable for customers.

“If we were a commercial operation, you would look to offsetting costs by increasing the charges by up to 30%. This would make it unaffordable for many of our customers.”

One of the most significant operational challenges recently came following packaging changes introduced by their food supplier. The shift from foil trays to plastic CPET containers created issues around transport stability, heat retention, and delivery logistics.

“The team had to be really creative. We ended up wrapping some of the new plastic trays in foil. The workaround then becomes the norm. It doesn’t fix the issue… but people just find ways to keep things moving.”

Andrew credits the persistence of frontline staff for helping the service adapt while maintaining continuity for customers.

Why the service matters

Reflecting on the wider role of Meals on Wheels within health and social care, Andrew is clear about the consequences for hospital admissions and social care demand if services were not available.

Andrew also believes broader conversations are needed about access to nutritious food more generally. He reflects on the frustrations of trying to sustain and defend essential frontline Meals on Wheels services. 

“There’s always typically a focus on school meals, which is a statutory responsibility. There’s additional funding that’s come in for school meals from the Scottish Government. But there’s a discussion around, ‘why should feeding elderly and vulnerable people, in their own homes, be any different?’. We need to be talking about feeding those in need across communities in general, whether it’s children and young people, whether it’s elderly, vulnerable people, whether it’s those families who at school holidays, their children don’t get access to school meals. Everybody has the right to good quality, nutritious, tasty food.” 

For Andrew, Meals on Wheels is part of a much bigger issue around dignity, nutrition, loneliness, and community connection.

“How do we reconnect communities around food?”

Lynne Garvie, Director of Health & Social Care Partnership, meeting with Karen Lessels, Meals on Wheels Driver, and Stella Stewart, Hospitality Team Manager, at one of their local Meals on Wheels kitchens during the National Association of Care Catering (NACC) National Meals on Wheels Week

Lynne Garvie, Director of Health & Social Care Partnership, meeting with Karen Lessels, Meals on Wheels Driver, and Stella Stewart, Hospitality Team Manager, at one of their local Meals on Wheels kitchens during the National Association of Care Catering (NACC) National Meals on Wheels Week

Looking ahead

Andrew believes the future sustainability of Meals on Wheels will depend on innovation, collaboration, visibility, and evidencing the service’s value.

He stresses the importance of continuing to showcase the service and share evidence of impact.

“There’s a challenge when you work in the public sector that you don’t always shout about or show off what you do, as it’s expected of us as public sector organisations. But the more that we can showcase the service and celebrate it and shine a light on it, the more it gets into focus.” 

Andrew also reflects on the value of human connection, and the importance of having time to simply sit and talk.


“If we had some more staff… The utopia would be for the drivers to be able to spend a little bit more time with the clients who would like and need a little bit more time.” 

Advice for other providers

For people considering developing a new Meals on Wheels service, Andrew advises: 

“Focus on nutrition and social connection together. Meals on Wheels is not just about delivering food – it’s about supporting people to remain connected, independent, and well.”

He also reflects on the importance of challenging misconceptions around who Meals on Wheels is for, and what modern services can offer. He believes there is still significant misunderstanding around eligibility, affordability, and the wider value of the service.

And if an existing Meals on Wheels provider came to Andrew for advice, he emphasises the importance of visible leadership:

“You need to be out there, you need to be speaking to people, you need to build up that trust, that confidence, that credibility. And use any influence that you might have, the connections that you’ve got, to support the service.”

He also stresses the importance of spending time within the service itself, to understand operational realities, workforce pressures, customer experience and frontline challenges:

“You need a real understanding of the issues, the challenges, and the people delivering the service before you start to manage the service.”

Andrew’s question to other Meals on Wheels providers

“What does the future of Meals on Wheels look like? And how can we work together to ensure services remain sustainable and relevant in the years ahead?”

This reflects one of the strongest themes throughout our discussion: not just how services operate today, but how the sector continues to evolve in response to changing communities, technologies and expectations.

Learn more about the Fife Council Meals on Wheels service
Contact: sw.enquiries@fife.gov.uk | 03451 551 503

Do you run a Meals on Wheels service and have thoughts or experience to share? Join the conversation with other Meals on Wheels providers via our WhatsApp Community.

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CAMMS Meals on Wheels Ltd

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A CAMMS Meals on Wheels team member delivering a meal to a client at home

Provider in Focus | CAMMS Meals on Wheels Ltd

Discussion took place on 6th May 2026

This month, we’re speaking with Justina Augustaviciute, Charity Manager of CAMMS Meals on Wheels Ltd, a service operating in Cambridgeshire.

In this Provider in Focus, Justina shares what it takes to run a Meals on Wheels service across Cambridgeshire and Fenland – from managing rural delivery routes (covering 50-60 villages across Cambridgeshire) and rising costs, to reaching isolated older people and supporting families from afar.

Justina Augustaviciute, Manager of CAMMS Meals on Wheels Ltd, attending a local community event to raise awareness of the service

Justina Augustaviciute, Manager of CAMMS Meals on Wheels, attending a local community event to raise awareness of the service

Delivering more than a meal

CAMMS Meals on Wheels delivers hot meals across a large rural area, operating from two bases and reaching people across Cambridgeshire and Fenland.

The service supports mainly older adults who want to remain living independently at home but need support with accessing or preparing food.

As Justina explains, the service is about far more than delivering meals:

“We provide welfare checks, which I think is sometimes more important than the hot meal deliveries.”

Drivers are DBS-checked and, where appropriate, trusted with key safe access so they can respond if a customer is unwell, unable to answer the door, or has had a fall.

“We have unfortunately had cases where the drivers did enter the house and found our customers unconscious or after a fall… this is where I think our service becomes vital.”

The service also provides reassurance to families – particularly those living far away from relatives.

“The service is not only for the people themselves – it’s for their contacts, their children… many live far away, even abroad. Meals on Wheels is a lifesaver.”

A CAMMS Meals on Wheels team member delivering a meal to a client at home

“I’m not saying we are the most important service in the world, but we are extremely important… I can’t even imagine what would happen with quite a few of our clients if Meals on Wheels wasn’t here.” 

Image: A CAMMS Meals on Wheels team member delivering a meal to a client at home

A familiar face and a daily routine

Justina describes how important daily contact can become for many customers.

For some, the delivery driver may be:

  • The only person they see that day
  • A source of routine and reassurance
  • An important connection to the outside world

“We have people literally coming outside and waiting for the drivers to come.”


“Meeting the delivery driver every day, sometimes seven days a week, becomes an essential part of their life.”

One of the CAMMS Meals on Wheels Ltd drivers preparing to deliver meals in the community

One of the CAMMS Meals on Wheels drivers preparing to deliver meals in the community

Running a flexible service in a challenging environment

Operating across rural areas brings logistical challenges, but Justina emphasises that flexibility is key.

New referrals are carefully matched to routes, with office staff and drivers working closely together to manage capacity and geography.

“We have a system, but it’s also very much run by people.”

At the same time, the service faces increasing financial pressures. Like many providers, CAMMS Meals on Wheels has experienced: 

  • Rising supplier costs
  • Increased fuel prices
  • Higher staffing costs and national insurance contributions
  • Declining new inquiries following price increases

“We are left to manage these things on our own… it’s very difficult to pay for supplies, pay drivers’ wages, and still remain not-for-profit.”

 

Meals being prepared and packed for delivery as part of the daily CAMMS Meals on Wheels Ltd service

Meals being prepared and packed for delivery as part of the daily CAMMS Meals on Wheels service

Justina is clear that raising awareness and attracting new customers is becoming increasingly important for sustainability.

Marketing and visibility matter

One of the strongest themes throughout our discussion is the importance of visibility and community engagement.

Justina spends significant time promoting the service directly in local communities.

“If you don’t have a lot of funds for paid advertising, you have to do it yourself… my tip is never give up on the hard work.”

One practical approach that has worked well is targeted leafleting.

“If you already have a customer in a particular area, make sure you deliver leaflets nearby as well.”

This helps reduce additional mileage costs while reaching people who may benefit from the service.

Representatives from CAMMS Meals on Wheels Ltd attending a local community event, helping to raise awareness of Meals on Wheels services and connect with potential supporters and partners

Representatives from CAMMS Meals on Wheels attending a local community event, helping to raise awareness of Meals on Wheels services and connect with potential supporters and partners

To help raise awareness, the service also uses:

  • Facebook
  • LinkedIn
  • Networking events
  • Community contacts
  • Local organisations and community navigators

“We need to make sure people know we exist and how to find us.”

The role of communities and local connections

Justina highlights the importance of building relationships with people already embedded within communities. 

This includes:

  • Community navigators
  • Churches and community centres
  • Cafés and local businesses
  • Social prescribers and neighbourhood organisations

These local connections can help providers identify:

  • Who may benefit from the service
  • How to reach isolated individuals and families


“The people who are known in the community need to be contacted the most.”

Why the service matters

Reflecting on the wider role of Meals on Wheels, Justina points to both the health and social care impact of the service. 

“There has been great research showing fewer hospital admissions with Meals on Wheels provision.” 

But she also emphasises something that is often overlooked: the support provided to families and unpaid carers.

“Meals on Wheels is a peace of mind for families… at least they know their relative will receive a hot meal and someone will notice if something is wrong and notify them.”

When asked what would happen if the CAMMS service did not exist, she pauses before answering: 

“I honestly don’t know… Some of the people, and that I know for sure, they are completely lonely, completely unable to provide food for themselves, to get the supplies and to cook and reheat the food… I think it would be much worse than it is now.” 

Looking ahead

Justina believes providers would benefit greatly from stronger opportunities to connect and learn from one another. She would welcome:

  • More opportunities for peer learning
  • Shared marketing ideas
  • Easier communication between providers
  • Stronger platforms for evidencing impact

“It would be great if there was a network – a sort of Meals on Wheels hub – where providers and service managers could easily communicate and share ideas.” 

She also reflects honestly on the emotional labour involved in running a not-for-profit service. 


“You put a lot of work in to receive maybe 20% of the result you would in a for-profit organisation… it’s like chasing the wind in a field – you still need to get the result but with very few resources. I learnt the hard way that more punches will be thrown at you than praise. But you keep going because you care.” 

Advice for other providers

For people considering developing a new Meals on Wheels service, Justina advises: 

“Be flexible. Have your system set, but allow it to bend.”

She explains that rigid step-by-step systems often do not reflect the realities of running a community-based service supporting vulnerable people.

“In charities, step-by-step guides do not work.”

And if an existing Meals on Wheels service came to Justina for advice, she emphasises the importance of: 

  • Flexibility in staffing and operations
  • Balancing workloads carefully
  • Avoiding unnecessary complexity
  • Remaining open-minded about how services are organised

She also highlights the importance of building strong communication across teams and maintaining a people-centred approach when working with clients and families.

Justina’s question to other Meals on Wheels providers

“What has been the most effective way of marketing your Meals on Wheels service – and who do you find is the most important audience to reach?”

This reflects one of the key challenges discussed throughout our conversation: ensuring people know services exist and understand how they can help.

Learn more about the CAMMS Meals on Wheels service
Contact: enquiries@cammsmealsonwheels.org | 01223 314 288

Do you run a Meals on Wheels service and have thoughts or experience to share? Join the conversation with other Meals on Wheels providers via our WhatsApp Community.

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Fair Close Meals on Wheels service

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Fair Close's Kitchen

Provider in Focus | Fair Close Meals on Wheels service

Discussion took place on 30th April 2026

This month, we’re speaking with James Wilcox, Chief Executive of Age Concern Newbury, who run the Fair Close Centre, including a Meals on Wheels service operating in Newbury and Thatcham in West Berkshire.

Delivering freshly cooked meals six days a week to around 55 customers, the service combines a professional kitchen with a strong volunteer network. At its heart is something simple but powerful: food, connection, and care, delivered together.

Service Snapshot

Location: Newbury & Thatcham (West Berkshire)

Customers: ~55, many receiving meals daily

Delivery: 6 days a week, Saturday meal delivered on Friday

Team: 2 core staff + ~35 volunteers

Meals: Freshly cooked on site

“If Meals on Wheels didn’t exist, I think some people would go hungry and their families wouldn’t know about it… a lot of people would go into a care home sooner… And I think quite a lot of people would just find themselves getting out of the habit of eating. I don’t think anyone would be better. I think it’s a lifeline.” 

Image: Fair Close’s Kitchen

About the service

The Fair Close Centre supports mainly older adults living independently, often in their 80s, many of whom live alone. While meals are central, the service plays a wider role for both individuals and their families. 

As James explains, families are often the ones arranging support.

For those receiving the service, the impact is immediate. Feedback is often simple but telling: people are grateful, and over time, the service becomes part of their routine and wellbeing. 



“They want the reassurance to know that their parents are eating properly and that they eat every day.”

What makes this service different?

For James, two things set the Fair Close Meals on Wheels service apart: human connection and food quality.

“It’s not like an Uber delivery driver or a takeaway – it’s a DBS-checked volunteer, nearly always delivering to someone they know. So there’s a relationship.”

This relationship also brings an important safeguarding role, with volunteers able to notice changes or concerns. 

Alongside this, the service focuses on freshly cooked meals prepared on site:

“Being freshly cooked… the nutritional value over and above the microwave meal is something I want to emphasise. You can taste the difference.”

Preparing for the day’s Meals on Wheels deliveries at Fair Close

Preparing for the day’s Meals on Wheels deliveries at Fair Close

What’s working well in practice?

Freshly cooked meals at a manageable scale

The team has retained a model that allows them to cook on site while maintaining quality and flexibility

Strong volunteer network

Around 35 volunteers deliver meals, often building relationships with the people they support

Tight control of food costs

Despite rising prices, the service has maintained nutritional quality without compromising standards

Integrated systems

A CRM system linked to invoicing helps manage customer information, billing, and allergen tracking more efficiently

Challenges and reality

Like many services, Fair Close faces ongoing pressures – particularly around sustainability and demand. Because they support older people, there is natural turnover, with individuals moving into care or experiencing declining health. This makes outreach and awareness an ongoing priority. 

James also highlights the importance of marketing – particularly reaching families, who often play a key role in decisions about care.


“There’s a constant need to find new customers.”

“The Meals on Wheels offer is not outdated. I think it needs to be promoted as freshly cooked food delivered by friendly people.”  

Looking ahead

Despite challenges, James is optimistic about the future and sees clear opportunities to grow. 

One key area is developing a home-from-hospital support offer, helping people recover at home and avoid readmission.

“There is real scope locally to develop a home-from-hospital package… we’d be helping more people who really need the help to get back on their feet so they don’t then relapse and go back into hospital.” 

The ambition is to grow from around 55 to 75-100 meals per day, while maintaining quality and connection. 

James also reflects more broadly on the future of Meals on Wheels:


“I believe in Meals on Wheels… it shouldn’t be seen as something outdated, but something that’s right for the next generation too.” 

Why it matters

For James, Meals on Wheels plays a crucial role in the wider health and care system. But this isn’t always fully recognised. 

“The virtue… the health benefits of Meals on Wheels come full circle over time. If decisions are just driven by cost, it misses the point, because nutrition and wellbeing contribute to the health economy… it needs to be much more holistic and think about the whole system.” 

He points to the need for stronger evidence to support decision-making: 

“We need the evidence and the data to make the case for change. The social value metrics and the economic metrics. And when that case is made, I think we’ll be able to grow Meals on Wheels across the country. I believe it’s possible.”

Working together as a sector

A recurring theme throughout our conversation was the importance of collaboration. 

“There’s every opportunity for us to be part of the Meals on Wheels community across the country. That’s what’s so refreshing about the Meals on Wheels UK project, is we’re not alone. We have a common purpose.” 

James is clear that sharing knowledge across Meals on Wheels providers is essential – from operational tools to approaches to scaling and partnerships.

“Learning about automation, learning about what others are doing, learning about how to scale, sharing data across a wider data set, all these things are great for all of us. And ultimately, we’ll be able to support more people, and better, collectively.”

He adds: 

“If we’re all prepared to share that knowledge… and we do see that we’re in it together as people across the country supporting an ageing population, I think there’s a lot to be learned. The Meals on Wheels proposition can grow across the country. To do that, we’ve got to work together.” 

This reflects a growing recognition that strengthening Meals on Wheels across the UK depends on learning from each other and working together.

Advice for other providers

For people considering developing a new Meals on Wheels service, James advises: 

“Plan it well – and go and talk to someone who’s done it.”

And if an existing Meals on Wheels service came to James for advice, he emphasises being open to learning: 

“Let me come and see you – I might learn something too.”

James’ question to other Meals on Wheels providers

“How have other providers convinced their local authorities to work with them to develop a home-from-hospital Meals on Wheels support package?”

Learn more about the Fair Close Centre’s Meals on Wheels service
Contact: ldavies@fairclosecentre.org | 01635 40488

Do you run a Meals on Wheels service and have thoughts or experience to share? Join the conversation with other Meals on Wheels providers via our WhatsApp Community.

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