Chat room

Our online chat rooms are available on Mondays and Wednesdays (6-8pm)

You can book an appointment to speak with a support worker at these times.

  • How do I book an appointment?
  • You can book an appointment for the  online chat room by contacting us here
  • a text message will be sent by your support worker to offer your appointment. You can respond to agree this with them.
  • If you need to cancel a session, please inform your support worker by text message 24 hours in advance where possible.

Jupiter and Saturn rooms

  • A text reminder will be sent to you a few hours before the session
  • Your support worker will be available to talk with you at the prearranged time. This can be a good way of discussing with them what has been happening. For some, the chat room is the best way to communicate, for others it is a way of making initial contact and a telephone or video appointment can them be arranged.
  • How confidential (private) are the online chat rooms?
  • Our online chat rooms do not record the sessions.
  • Your digital data will not be collected.
  • We will ask that you give us some information if you want to continue with regular support. This will be a name, address, date of birth and emergency contact number. This is so that we can help of something goes wrong. See privacy policy
  • All support workers will be talking to you from a safe closed space .
  • Everything you say will remain confidential. This means we will not pass on any information about you to anyone else unless we think you are at risk of harm to yourself or someone else.

What will happen if we are concerned about your safety?

  • Your support worker will ask you to provide an emergency contact in case we are concerned about your safety (for example if you end the meeting suddenly without warning, or if you say something which makes us believe you are at risk of harm.
  • If your support worker remains concerned about your safety they must pass on this information to those who can help you, they would always try to talk to you about this first.

Online support boundaries

  • We are not an emergency service.
  • Agencies providing emergency support include

Samaritans 116123

Breathing space 0800 838587

Between session contact

  • You will only contact your support worker through text to arrange appointments and they will reply during working hours.

What will happen if we lose our connection?

  • if the connection is lost a text message will be sent to you from your support worker to explain what has happened. If connection cannot be re-established an alternative appointment will be sent.

After an appointment

After an appointment it can feel like you are still caught up in the things you have talked about. It can be helpful to plan a ritual after which you will always follow after an appointment. This might be something like making a cup of tea, having a bath or a walk or listening to some music. Your support worker will help you with this.

Our Rescue Package has some links to apps which can also be helpful after a session.

What if something goes wrong? – see making a complaint