how we listen

what happens when you call

We're here to listen to you, and to help you talk through your concerns, worries and troubles. You are always at the centre of the call. We'll focus on your thoughts and feelings, and won't pry into the details of what's happened. We also won't talk about ourselves, even if you ask us to. When you call us, it's all about you, and you don't need to worry about giving us time in return. We realise that this can feel a bit weird at first, as it's different from everyday conversations, but give it a try.

We recognise that you are best placed to solve your problems, not us, so we'll always consider things from your perspective and never give opinions based on our own personal beliefs. We're here to give you the support and the space you need to work things through. This may help you to think about what you could do and what the options are. We'll support you to decide what's best for you, but we won't make decisions for you, or give our opinions on the decisions you choose to make. You are the expert on your own life, and you are uniquely able to make those choices.


We believe that confidentiality and anonymity are the cornerstones of the service that we provide, and apply to both callers and listeners. We never ask for your name or contact information, and our phones do not have caller ID, so we can't trace your call. We are, regrettably, unable to accept collect / reverse charge calls, but we do offer a free service by Skype for those with internet access.

We will never share anything you say, or any personal or contact details with anyone outside of the listening team, except in situations of suicide, and this only if you explicitly request our intervention and give us your contact information. Similarly, we won't give out information about ourselves, the location and operation of the post, or the listening schedule, and we won't take in-person meetings with callers.

We listen as a team, and we keep basic information about calls we receive for a short time for statistical purposes. Our listeners take regular supervision from qualified health professionals, and in order to maintain a high standard of care for our callers, ongoing training is provided to all listeners. As such, we may discuss specific issues that arise in calls we receive, but we do our best not to identify the callers in these cases, and this information is never shared outside of the listening team. There may also be occasions when another listener may listen into a call, for training purposes and quality control of our listening service.

misusing our service

We're here for anyone who needs space to talk, but there are a few exceptions when we don't accept calls.

We won't accept:

  • Abuse
  • Nuisance calls
  • Stopping others from getting through by non-stop calling with the intention of blocking the line.
  • Using our helpline as a sex line
  • Personal questions

We will refuse to accept calls or close down calls where we feel our listening service is being misused.