24/7 on-demand support: needs, expectations and barriers
Understanding how personalised, round-the-clock support can make a difference
At Brain in Hand, we know that support needs don’t always fit into a 9–5 schedule. Our 24/7 on-demand support service gives users access to trained responders who can provide reassurance, help with problem-solving, and practical strategies to get their day back on track.
This new report explores what autistic people, those with ADHD, and their supporters told us about what they need from round-the-clock support, and the barriers that can make accessing it difficult.
About the research
Our research team spoke to over 100 people at autism shows across the UK, including autistic individuals, people with ADHD, parents, and professionals. Participants shared their experiences, expectations, and challenges when accessing immediate help in moments of overwhelm or uncertainty.
The study aimed to understand three key areas:
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Expectations – what people want from an on-demand support service
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Barriers – what might stop them from using it
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Impact – what difference having access to 24/7 support could make
Key findings
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Problem-solving and emotional support are central: 89% of autistic participants said they would expect help with understanding and managing problems.
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Personalisation matters: people valued support tailored to their needs and experiences.
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Barriers persist: over half of participants didn’t know what to expect from such services, and many worried about “wasting someone’s time.”
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Parents and professionals saw the potential for Brain in Hand to help families navigate moments of stress and dysregulation.
What this means
The findings highlight that neurodivergent people need support that is accessible, understanding, and personalised, not just during crises, but in everyday moments that can derail confidence and independence.
By listening to this feedback, Brain in Hand continues to learn how users access on-demand support, and which areas of the service provide most value and the greatest impact.