Why Smaller NMH Suppliers Have the edge over the "Big Boys."

For students with disabilities in higher education, access to Non-Medical Help (NMH) support is crucial. This support—which includes services like specialist one-to-one study skills tutoring and mentoring—plays a pivotal role in levelling the academic playing field. However, not all NMH providers are created equal. While larger agencies such as Randstad dominate in terms of scale and brand recognition, smaller, independent NMH suppliers often outshine them in terms of quality, personalisation, and student satisfaction.

Here’s why smaller NMH providers are often the better choice for delivering truly student-centred support.

1. Personalised, Tailored Support

Perhaps the most significant advantage smaller NMH suppliers offer is the ability to provide highly personalised support. Unlike larger agencies that may take a one-size-fits-all approach, small providers have the flexibility to adapt to each student’s individual needs, preferences, and academic goals.

Students supported by smaller providers often report feeling “seen” and “understood.” Tutors from small organisations tend to spend more time getting to know the student, understanding their learning style, mental health needs, and unique barriers to success. This enables the creation of bespoke support strategies, rather than relying on generic, pre-scripted interventions.

Larger agencies, on the other hand, are often constrained by bureaucratic procedures and volume-based service models. The pressure to deliver high numbers of sessions can lead to rushed, impersonal support that fails to engage the student effectively.

2. Continuity and Relationship-Building

Smaller NMH providers tend to prioritise continuity of care. Students are often matched with a consistent tutor for the duration of their support, which enables a trusting, productive relationship to develop over time. This continuity is essential for building rapport, increasing student confidence, and fostering long-term academic development.

In contrast, students using large agency services sometimes experience high staff turnover, frequent changes in allocated tutors, or last-minute cancellations. These disruptions can create anxiety for students and interrupt the progression of their learning journey.

For students with mental health difficulties, autism spectrum conditions, or long-term health issues, predictability and trust are not just helpful—they’re essential. Smaller providers are often much better equipped to offer this kind of consistency.

3. Greater Accountability and Responsiveness

Small NMH suppliers typically have a more direct and transparent feedback loop between students, tutors, and management. This means that if an issue arises—whether it’s a scheduling conflict or a mismatch in support style—it can be addressed quickly and effectively. The small scale of these organisations allows for greater agility and responsiveness.

In large corporate agencies, students may have to navigate call centres, automated systems, or layers of administration before a concern is addressed. This can lead to significant delays and a sense that student wellbeing is secondary to process and policy.

Smaller suppliers often operate with a genuine commitment to student welfare, because they rely on word-of-mouth, reputation, and results—not branding and contracts—to stay in business.

4. Highly Qualified and Passionate Practitioners

Small NMH organisations often attract highly experienced, passionate professionals who are deeply committed to their craft. These tutors are frequently specialists with extensive knowledge in neurodiversity, inclusive pedagogy, and assistive technology, and many choose to work with smaller organisations because it allows them to prioritise quality over quantity.

While large agencies may have rigorous recruitment processes, the sheer volume of staff required to meet contracts with universities or the Disabled Students' Allowance (DSA) often means they employ a broader range of experience levels. This can result in inconsistent service quality.

Moreover, smaller providers are better positioned to mentor, supervise, and support their tutors in meaningful ways. Rather than being treated as just another cog in a corporate machine, tutors in smaller agencies often feel valued and empowered, which translates into more engaged and effective support for students.

5. Local Knowledge and Community Engagement

Many small NMH providers are regionally based and have deep roots in the local educational landscape. They often know the specific policies, procedures, and expectations of local universities and colleges, which allows them to tailor support more effectively.

This local focus also means smaller providers are more invested in building relationships within the community. They may collaborate more closely with university disability services, academic departments, and student support officers, helping to create a more integrated and supportive experience for the student.

Larger, national providers typically manage support remotely, sometimes without any real understanding of the local academic culture or resources. This lack of contextual awareness can limit the relevance and impact of the support delivered.

6. Student-Centred Values Over Profit-Driven Models

At their core, many smaller NMH suppliers are founded by educators, therapists, or advocates who are genuinely passionate about inclusion, access, and equity in education. Their mission is often to provide the highest standard of support to help each student reach their potential.

Larger agencies, particularly those owned by multinational parent companies, must prioritise shareholder value and financial performance. This corporate focus can result in cost-cutting measures that compromise service quality—such as overloading tutors, reducing session times, or automating student interactions.

Students are not just “clients” to smaller providers; they are individuals deserving of empathy, respect, and the best possible support.

7. Higher Student Satisfaction and Retention Rates

Although quantitative data comparing providers is not readily available, anecdotal evidence and student reviews frequently highlight greater satisfaction with smaller NMH providers. Students often describe their experiences with large agencies as impersonal or overly bureaucratic, whereas they feel genuinely supported and empowered when working with independent or small-scale providers.

Higher satisfaction naturally leads to better student retention, improved academic performance, and more positive outcomes for the institutions involved.

Conclusion: Bigger Isn't Always Better

While large NMH agencies like Randstad offer scalability and national coverage, their industrial approach to student support can often miss the mark. In contrast, smaller NMH suppliers provide a level of care, personalisation, and student-centred attention that is difficult to replicate at scale.

For students who need reliable, empathetic, and tailored support to succeed in higher education, the choice is clear: small is not just beautiful—it’s better.