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Getting help without making a phone call

Written and self-guided routes to support, for when speaking is not possible today.

What this means

Not being able to face a phone call is common and it is a practical problem with practical answers, not a character flaw.

Many services now offer webchat, text, email, online forms or Relay UK. Some still do not — where that is the case we say so rather than sending you round in circles.

Your options

  • Webchat with a trained recovery worker

    We Are With You offer free webchat. You do not need to be in their area to use it, and you do not have to give your life story.

  • Text-based crisis support

    Shout offers a free 24/7 text conversation in the UK — text SHOUT to 85258. It is a written conversation with a trained volunteer.

  • Online forms and email instead of calls

    Councils, GP surgeries and recovery services increasingly accept online forms or email. Ask to be contacted in writing, and say plainly that phone calls are difficult for you.

  • Relay UK

    Relay UK lets you type and have your words spoken to the other person, including to 999. It was built for deaf users and anyone who cannot use voice calls.

Things you could do today

Small steps only. Add any of them to your plan — or none of them. Nothing is expected of you.

  1. Pick one thing you have been avoiding because it needs a call.
  2. Check whether that service has an online form, email address or webchat.
  3. Send a short written message — a few sentences is enough.
  4. Ask them, in that message, to reply in writing.

Information it helps to have ready

  • The service's written contact route, if they have one
  • Your preferred contact method and safe times

If you do not have some of these, ask anyway — not having everything is not a reason to be turned away.

Words you could borrow

Edit, copy and send these yourself. Nothing is sent from BesideYou.

Asking a service to contact you in writing

Edit anything in [square brackets]. Only include what is true and what you want to share — nothing is sent from here.

What happens next

Most services will record a contact preference if you ask them to.

If a service has no written option at all, ask whether an advocate or support worker can speak on your behalf.

More help

Where this information comes from