Helpline & Webchat

Our helplines provide emotional support, advice and guidance to residents registered with a GP in the following geographical areas:

General public:

  • *Cornwall - Service available to secondary care clients only.  Available 5pm - 9am on weekdays; 24 hours over weekends and bank holidays.
  • Devon - Tel. 0800 470 0317.  Available 24/7.
  • Kent and Medway - Tel. 0800 107 0160.  Available 24/7.
  • Lincolnshire - Tel. 0800 001 4331.  Available 24/7.
  • **Plymouth - Tel. 0300 323 0101.  Available 5pm-9am on weekdays; 24 hours over weekends and bank holidays.
  • Sunderland & South Tyneside - Tel. 0800 138 6543. Available 24/7.
  • Stockport - Tel. 0800 138 7276.  Available 24/7.

If you use any of MHM's services nationwide, you can also call our helpline and use the webchat service. Talk to your Recovery Worker about the best number to call us on. 

You will hear a short welcome and a Support Worker will attempt to answer your call within a minute.  Where this is not possible, or where you are withholding your number, the system will hold your place in the queue so a Support Worker can call you back as soon as possible.  Please use this rather than redialling – calls will always be handled in order of arrival. 

If you're not covered by any of these helpline areas, you can try visiting our Helpful Resources section for self-help advice.

Veterans - Op COURAGE Referrals

Op COURAGE: The Veterans Mental Health and Wellbeing Service provides specialist care and support for:

  • Those due to leave the Armed Forces
  • Reservists
  • Those who’ve already left.

Referrals

Veterans, their families, or other health professionals can refer, or self-refer to services on:

  • East of England - Tel. 0300 034 9991. Available 24/7.
  • Midlands - Tel. 0300 323 0137. Available 24/7.
  • South West - Tel. 0300 034 9986. Available 24/7.

Or email: [email protected] 

Emotional Support

  • East of England - Tel. 0300 323 0139. Available 24/7.
  • Midlands - Tel. 0300 323 0139. Available 24/7.
  • South West - Tel. 0300 323 0139. Available 24/7.

Calling the helpline

Our helpline staff are highly skilled, trained and compassionate - they are here to help you. Things they can help you with may include:

  • Feeling low, anxious or stressed and feel that talking to another person might help you
  • In extreme emotional distress and feel that there is nowhere else to turn
  • You're caring for another person and finding it difficult to cope
  • You need advice about how to get more support with an issue that's affecting your mental wellbeing
  • You feel socially isolated and just need a chat 

Talking to someone on our Helpline can give you a feeling of relief, peace of mind and help improve your wellbeing. You won't be judged, and our service is confidential unless we believe that there is a risk to you or others.

The helpline covers different areas - see the top of this page for the numbers to call.  We can also sign-post you to a local service.

If English is not your first language our Helpline team are able to dial in an interpreter from Language Line.  If you are hard of hearing you may wish to use our online webchat function instead of calling, or use the BT Relay UK service.

Using our webchat

Webchat works a bit like MSN or Facebook messenger and is a confidential and easy way to talk to our Helpline staff if you're not comfortable talking on the telephone. You will be talking to the same highly skilled staff and receive the same service and support as you would if you called us.

To access the webchat, click on the speech bubble, which you'll see floating at the bottom of any page on our website, and a Support Worker will be with you as soon as they can.

Click here to read our webchat terms & conditions https://www.mhm.org.uk/webchat-terms-and-conditions 

"The service you provide is so invaluable. I cannot fault your staff they are amazing, caring people. They listen well and help when they can."

  

Frequently Asked Questions
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Is the helpline confidential?

We won't discuss your call with anyone else unless we believe that there is a risk to yourself or others - this is called Safeguarding. To read more about our Safeguarding Policy and what it means for you, visit our Key Policies page. There are some services where we will share information with your Care Coordinator, however, we will ask for your consent to do this before you start using the Helpline.

Are the calls recorded?

We do record calls for training and monitoring purposes (to make sure our helpline gives the best service possible and train new staff); however, you have the option to opt out of recording at the beginning of each call.

What happens if there's nobody free to answer my call/chat?

If our team is all busy taking calls or other chats, you will be prompted to leave a voicemail or email a message and we will get back to you as soon as possible. If you miss our call back, we can't leave a voicemail for confidentiality reasons, but our team will try and get in touch with you again soon.

Is there a time limit on the service?

We suggest that each caller may access the service for 20 minutes per day over the phone. This will enable us to move through a conversation and ensure we’re available for the next caller. You are always welcome to break your time up and call for as many days as you need us.

What experience do your helpline staff have?

All of our helpline staff are trained in counselling skills and hold a Certificate in Counselling. They're highly knowledgeable about the areas we cover and can signpost you to local services or groups that could help you. They are not just a listening ear; they can provide emotional support and practical advice to help you resolve issues. 

*Our Cornwall Helpline is available for secondary care clients who are accessing mental health services from services such as: Community Mental Health Teams including Complex Needs Team, Learning Disability Team, Assertive Outreach Team, Community Forensic Team, Older People's Mental Health Teams, Asylum Seeker and Refugee Mental Health team and the Community Recovery Team. 

**Our Plymouth Helpline is available if you are currently receiving support from the following local teams: Community Mental Health Teams including Complex Needs Team, Learning Disability Team, Assertive Outreach Team, Community Forensic Team, Older People's Mental Health Teams, Asylum Seeker and Refugee Mental Health team and the Community Recovery Team.

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