Introducing the Reliability Score
What is the Reliability Score trial?
We're trialling a new Reliability Score that shows how consistently support workers deliver and book their sessions in advance. Clients tell us reliability matters more than reviews, qualifications, or experience — it's what gives them confidence their support is locked in.
How long does the trial run?
The trial runs for a total of 12 weeks starting from October 2026.
How can I see my score during the trial?
We'll email you every fortnight to check in on your rolling Reliability Score since the trial began.
Why was I chosen for this trial?
We randomly selected a small group of support workers to participate in the trial, so we can make sure the feature works properly before rolling it out across the platform.
Will clients see my Reliability Score?
No, only you can see your score during this phase of the trial. In the future, we may extend the trial or introduce a feature so clients can see Reliability Scores. We will provide further information as the trial progresses.
I don’t want to be part of this trial. Can I opt out?
Please email us if you do not wish to be part of this trial, and we will stop sending you emails about your Reliability Score.
How your score works
How is my Reliability Score calculated?
Your overall score is the average of two metrics:
How many of your sessions were booked in advance before support occurred.
How many of your sessions were delivered or canceled/rescheduled on the platform?
What counts as “giving notice” for a cancelled or rescheduled session?
Cancelling or rescheduling a session on the Mable platform before the session is due to start counts as giving notice.
If a session was cancelled by a client, will that count against my score?
No. If a client cancels or reschedules a session with notice, it counts in your favour, the same as if you'd given notice yourself.
Why do "delivered or cancelled in advance" and "booked in advance" sessions count differently, and why are they averaged together to give me my reliability score?
“Delivered or cancelled in advance” versus “booked in advance” sessions reflect two different habits: showing up reliably or updating your sessions when plans change, and planning ahead. We track them separately, then average them to give you one overall score that reflects both habits.
How do I improve my score?
Book your sessions ahead of time so that your schedule is up to date. Deliver your sessions as booked or cancel or reschedule your sessions on the platform if your plans change.
How do I book sessions ahead of time, or cancel/reschedule a session?
Check out our step-by-step instructions for booking and managing your sessions to learn more.
What happens after the trial
What happens to my score once the trial ends?
We'll use the feedback and information we gather during the trial to explore how the Reliability Score impacts support worker reliability and consider future phases to better understand how reliability impacts how clients choose support workers. Watch this space for further updates.
How do I give feedback on the trial?
Use the 'Tell us what you think' link in any of your trial emails, or go straight to the Feedback form. You can also contact us directly.