Helplines Awareness Day shines a light on the critical, life-changing support those working in helplines provide for people facing distress, uncertainty, and crisis.

Behind every statistic is a person. A Veteran. A family member. A life that matters.

Mental health support saves lives - but it also restores hope, rebuilds confidence, and reminds people they are not alone.

At Mental Health Matters Helpline, we are proud to stand beside those who are struggling, ensuring that when they reach out, someone is always there to answer.

The Impact of Our Work in 2025

The scale of need and the impact of our service is clear.

In 2025 alone, we received 36,597 incoming contacts via telephone, email, online chat, and text message. These contacts came from:

• People reaching out for support
• Friends and family members
• Professionals

We provided emotional support, guidance, signposting, and specialist treatment referrals.

In addition, we made 13,432 outgoing contacts, including:

• Liaising with emergency services to provide immediate crisis support
• Conducting wellbeing checks
• Following up on referrals into specialist mental health treatment
• Sending signposting information via text or email for those unable to take details over the phone, due to emotional distress or accessibility needs

In 2025 alone, we completed 2,891 referrals into Op Courage services for Veterans who needed more clinical and long-term support.

In 2025, we received 502 crisis contacts where the individual or someone else — was at immediate risk.

Every single one of these contacts was handled with compassion, empathy, and a non-judgemental approach. Our team prioritised de-escalation wherever possible, promoting autonomy and empowering the person to seek further clinical or mental health support.

In situations where de-escalation was not possible, our helpline operated seamlessly as a team. While one team member stayed on the line to provide continuous support, another arranged urgent emergency intervention to ensure the individual’s safety.

The Voices Behind the Numbers

The true measure of our impact lies in the words of those we support:

"You have really cheered me up , thank you. Genuinely, you will make a difference to someone. I was in a really bad place an hour ago, but talking to you has lifted my spirits so much. Please pass this on, you've done a great job."

"It really helps me to call your helpline first thing in the morning so I know I don’t have to think about things all day.

"I'm thriving and on to a happier life, and it's what you all have given me. I can't express my gratitude enough."

"You've been marvellous. Every one of you I've ever spoken to has been so kind and made a difference to my life."

"I'm feeling a lot lighter now. It feels like I’ve released a fire that was inside me. You've given me hope. You're an angel."