No, anyone can contact our helpline for free, there is no need to be a Twins Trust member or be registered with us.

If you have found our support helpful then please consider joining as a member for just £3.80 a month to help us continue supporting multiple birth families just like yours. You will also join a welcoming community of people who understand your unique parenting journey and gain access to our wide range of resources and family discounts.

Yes, everything you share with our volunteers is confidential, except if we are concerned about your safety or the safety of someone in your home. You can read more about how we process your data and the information you provide us with in our privacy policy.

If you have contacted us previously by WhatsApp, web chat or SMS, our volunteers will be able to see your previous chat history on that channel and any personal information you've chosen to share with us in the course of those messages. The volunteer you speak with may be different from the one you have previously been in contact with. For webchat, chat history is only visible to our volunteers if you provide your unique webchat code.

We can just listen, if you need a safe, judgment-free zone to get things off your chest, signpost you to services and resources that might be helpful or talk through specific problems with you. You can also tell us what you would find most helpful.

Our helpline is run by volunteers, so you’ll be chatting to a volunteer who has multiples themselves. If a member of Twins Trust staff covers a helpline shift, it will be someone who has multiples too. All our volunteers are trained and have valuable lived experience. If they aren’t able to answer your query for whatever reason, they will do their best to find someone who can. Our volunteers are not medically trained and are not able to answer any medical questions.

If you reach out to us during our opening hours and there is a volunteer available, you will be put straight through. If you reach out to us on the phone and our line is busy, please leave a message and somebody will come back to you as soon as possible or contact us via one of our other channels, if that’s easier. Our volunteers will work hard to ensure anyone who wants to access the helpline will be able to do so as soon as possible.

If you are in crisis and need to speak to someone as a matter of urgency, please contact the Samaritans on 116 123.

For all membership and discount queries please reach out to [email protected] and a member of our membership team will come back to you.

Our volunteers can only respond during our helpline hours (Monday to Friday, 10am–1pm and 7pm–10pm). Due to WhatsApp restrictions, we cannot reply more than 24 hours after your last message. This means that if you message us between 10pm on Friday and 11am on Sunday, our volunteers may not be able to respond before the 24-hour window closes. You will receive an automated message if this is the case.

You can send us an email or an SMS at any time and one of our volunteers will respond when the helpline is next open.