Helpline

If you're processing a recent loss, considering how to chat to your surviving child about their sibling, or just want to offload in a safe and confidential space, we're here to support you.

Do I need to be a member to contact the helpline?

No. The helpline is free and here for everyone. You don't need to be a Twins Trust member to use it.

Is the service confidential?

Yes. Everything you share with our volunteers is confidential, except if we're worried about your safety or the safety of someone in your home.

You can read more about how we use your information in our privacy policy.

If you've contacted us before by WhatsApp, webchat or SMS, our volunteers can see your earlier messages on that channel. They can also see any personal information you chose to share in those messages. For webchat, earlier chats are only visible if you give your unique webchat code.

You might speak to a different volunteer from the one you spoke to before.

What kinds of things can you help me with?

We can just listen if you need a safe, judgement-free space to share how you're feeling. If it helps, we can signpost you to support services and resources. You can tell us what you'd like from the call or message and we'll take it from there.

Who will I be speaking to when I contact the helpline?

Our helpline is run by trained volunteers. Sometimes a member of Twins Trust staff will cover a helpline shift. If they can't answer your question, they'll do their best to find someone who can.

Our volunteers aren't medically trained, so they can't answer medical questions. If you have a medical concern, speak to a healthcare professional.

Will I definitely get to speak to someone when I contact you?

If you contact us during opening hours and a volunteer's available, we'll put you through straight away. If you call and the line's busy, please leave a message. We'll get back to you as soon as we can.

If it's easier, you can also contact us by WhatsApp, SMS or email. We'll reply during opening hours.

Our volunteers work hard to help everyone access the helpline as soon as possible.

If you're in crisis and need urgent support, call Samaritans on 116 123.

I sent a WhatsApp message on a Saturday, why have I not received a reply?

Our volunteers can only reply during helpline opening hours, Monday to Friday from 10am to 1pm and 7pm to 10pm.

Because of WhatsApp restrictions, we can't reply more than 24 hours after your last message. If you message between 10pm on Friday and 11am on Sunday, that time limit may pass before the helpline is open again. If this happens, you'll receive an automated message.

You can email or send an SMS at any time and a volunteer will reply when the helpline is next open.