What if the helpline is busy?

If your call isn’t answered immediately (within 10 seconds of the pre-recorded message ending), it means all of our call-takers are on calls, and we encourage you to hang up and try again later that session.

It is possible that you may not be able to get through to us if we are very busy. We understand that this might feel difficult or disappointing, and we encourage you to try again the next time we are open.

We are unable to accept voicemails or text messages, however you can send us an email any time via our email support service, and we aim to respond within 7 days.

See also ‘Where else can I get support?’.