How Mobilise Helps Councils Support Unpaid Carers With Community and AI

Mobilise is a platform built for unpaid carers, with a clear and practical mission: help people feel less alone in their caring role, get support faster, and help councils understand what carers actually need day to day. Rather than starting with systems or policy, Mobilise starts with lived experience and builds from there.

In this episode, James Townsend, co-founder and CEO of Mobilise, shares how the business began, how it works with UK local authorities under the Care Act, and why long-term relationships matter when you are trying to improve outcomes in the public sector. He also explains how technology can support carers without adding friction for councils already under pressure.

Why Mobilise started with a real caring experience

James grew up caring for his mum after she was diagnosed with MS when he was six. That experience shaped how he thinks about support and why community matters.

Carers often feel lost, unsure what to do, and unsure whether they are doing things “right”. Mobilise was created to bring carers together so they can learn from each other and feel supported in real moments, not just through formal services.

"We laugh together, we cry together, we talk about bodily fluids together."

James describes the community as a place where real life shows up, including the difficult parts that are hard to talk about anywhere else.

How Mobilise works with local authorities under the Care Act

Mobilise works with UK local authorities because they have a statutory duty under the Care Act to support unpaid carers. That support includes:

• Information, advice, and guidance

• Emotional support

• Sometimes payments and respite care

Local authorities often struggle to deliver this because many carers do not identify as carers, and they may not feel comfortable engaging with the council. Mobilise helps councils reach carers earlier and more effectively.

A key outcome is reach. James says around 80% of carers on Mobilise have never accessed support for their caring role before.

How community support meets carers where they are

A major part of Mobilise is the community platform, where carers can:

• Connect with others who understand

• Access resources and practical information

• Get support in the moment, including outside normal service hours

James gives a simple example. If it is 2am and someone is dealing with a difficult situation at home, they may need someone who understands immediately, not an appointment weeks later.

What changes when councils get better data and insight

Mobilise also provides data and insights back to local authorities so they can:

• Understand what carers in their area are dealing with

• Design services based on real needs

• Track what is changing over time

This matters more now because the Care Quality Commission is inspecting local authorities against their duty to support unpaid carers, and councils are under heavy funding pressure. Mobilise positions insight as a way to design services that matter without creating extra administrative burden.

How a dynamic carers assessment replaces a yearly snapshot

Mobilise is piloting a dynamic carers assessment to make statutory assessments more efficient and more supportive for carers.

James explains the current system as a yearly snapshot, often done with a human and a clipboard. Caring situations can change weekly, so a static annual assessment can miss what is happening in real life.

The dynamic assessment uses an AI interface and ongoing check-ins to keep the carer supported through the process. Instead of waiting weeks to hear what was recorded, Mobilise focuses on putting the carer in control.

"The first person to see that summary is the carer themselves."

Key improvements James describes:

• Carers choose a convenient time for the initial conversation

• The carer can approve or correct the summary of their situation

• Ongoing WhatsApp-style interaction supports responsiveness as needs change

How to navigate public sector buying without breaking trust

A recurring theme in the conversation is that working with councils is relationship-driven. James describes success as a partnership, not selling a tool and disappearing.

He highlights a few practical lessons:

• Start with human relationships and sector understanding before procurement

• Expect long cycles, sometimes months or even years

• Keep stakeholders aligned by focusing on outcomes for carers first

James also stresses the importance of delivery discipline. Councils do not want surprises.

"It’s not to promise the Earth, and then to make sure that you deliver on what’s agreed."

How Mobilise reduces friction with salami slicing and simple workarounds

Mobilise designs for real constraints in adult social care systems, including poor integration between platforms. James explains a practical approach: take the fastest route to real benefit now, then improve over time.

One example is copy and paste integration. It is not perfect, but if it unlocks immediate value, it keeps progress moving while broader system issues get solved later.

How Mobilise found product market fit during COVID

James shares that Mobilise began in early COVID. Instead of focusing on building a business first, he and his co-founder Suzanne focused on helping carers immediately.

They hosted a daily virtual cuppa on Zoom, took notes, and shared practical tips through blogs, videos, and an early morning email. The mailing list grew, and councils began reaching out because their in-person services were no longer working.

That pull from councils created the commercial model, and Mobilise has since expanded to around 25% of English local authorities.

What makes the work worth it

James closes with what matters most to him: direct connection to end users. The standout moments are when carers message to say they would not have coped without the support.

For a founder building in a complex public sector environment, that feedback anchors everything else.