More carers, more breaks: How Carefree unlocked access with inclusive ID verification
Jaye Hackett
Carefree is a digital charity transforming unused hotel rooms into much-needed short breaks for unpaid carers.
They have a fast-growing user base and strong relationships with accommodation partners, driven by high-profile media appearances. Carefree plays a vital role in supporting people who give their time and energy to care for others. Often, this comes at the expense of their own wellbeing.
A barrier hiding in plain sight
Accommodation partners rightly expect anti-fraud controls and user verification. But many unpaid carers don’t have standard forms of photo ID, because they aren’t driving or flying internationally. That mismatch caused confusion and friction on the application process.
The result was a constant flood of support traffic from users unsure what counted as valid ID. Some gave up. Others faced long delays cobbling together the right info. Carefree faced the risk of increased drop-offs, support overhead, and reputational strain with those they were trying to help most, while trying to maintain confidence with hotel partners and funders.
Carefree has a small team and automation is vital.
A smarter way to verify
Carefree contacted us out of the blue in the very early days, before we even had a product. Our partnership with them has shaped the concepts that are now familiar to Vouchsafe customers.
Carefree needed a solution that was secure, inclusive, and easy to use.
The team partnered with Vouchsafe to offer identity verification through a trusted referee; someone who could confirm that a user is who they say they are, and that they provide unpaid care. The result is a seamless, privacy-conscious way for carers to register and access the service, even without a passport or driving licence.
“Partnering with Vouchsafe has transformed how we think about access. We now have a first-class way in for users who don’t have all the standard documentation, and we can offer them something better than just a long support thread. That’s huge for carers, and huge for us.”
— Joey Ceunen, CTO of Carefree
A real difference in real numbers
Following an initial pilot with 50 carers, 98% of users are now successfully verified on their first attempt, even without standard ID.
Support queries have dropped sharply. That means the team can now focus less on ID admin and more on scaling their mission. Carefree will arrange 100,000 breaks for unpaid carers over the next five years.
Most importantly, it’s led to more carers taking the breaks they need to carry on caring, and to feel recognised for the work they do.
Do you have a similar problem with access? Contact chloe@vouchsafe.id to see how Vouchsafe can help.
