Acknowledgements The British Red Cross is hugely grateful to Andy Garwin Warby and Emma Rattenbury from Envoy Partnership, who advised us on the methodology for this research and were commissioned to complete the case studies, including the analysis. Their dedication, insight and passion were tremendous. We also thank Mike O’Driscoll for his help in overseeing the commissioning and recruitment to this project. A big thank you also goes to those who helped us secure respondents for the interviews and, most of all, we are grateful to those who gave up their time to share their stories and experiences. v