Helpline and Email Support


Mermaids provides a helpline aimed at supporting transgender youth up to and including the age of 19, their families and professionals working with them. The helpline offers emotional support, a gateway to the parents and teens forums, information about current legislation and protections under the law, plus signposting to training and resources. The helpline is covered by volunteers, so we do not have a definitive schedule of when we can answer your call but aim to answer your calls between 9am and 9pm, Monday to Friday. Any voicemails will be responded to as soon as we can once received. If there is no-one available to talk to and your situation is urgent, please email 

The Mermaids Helpline is open Monday to Friday, 9am - 9pm (times may vary on Bank Holidays)

Calls to this helpline are free from landlines and mobile phones within the UK and do not appear on itemised bills

 Helpline Freephone Range

HELPLINE: 0808 801 0400

We need more volunteers to help us to provide a quality service, with a variety of different roles from admin to helpline and email support, attendance at events and helping with practical support. All roles have supervision and support provided. If you are interested, please email with a completed volunteer application form that you can download here and we will be in touch. We ask for a minimum commitment of 2 to 3 hours per week for the helpline service, other roles vary hugely so please get in touch. If you are interested in other opportunities to volunteer for Mermaids, visit our volunteering page by clicking here.

Calls to Mermaids are confidential and any details recorded will not be shared with a third party. All staff, trustees and volunteers are required to comply with our Privacy and Confidentiality policies.

If you wish to know more about our Confidentiality, Privacy and Safeguarding policies please see below.

Confidentiality Policy

Privacy Policy

Safeguarding Policy


If you are unable or not ready to access helpline support you can also email Mermaids at


Mermaids offers a webchat service periodically. When available, this is shown as 'open' on the webchat icon on right hand side of this page. 

Crisis Textchat

Do you need help now? The Crisis Messenger text service provides free, 24/7 crisis support across the UK.

We at Mermaids know that finding the right support is important, especially if you need someone to talk to right now. The Crisis Messenger Text Service aim to connect every texter to a trained volunteer promptly to provide crisis help. They will listen to you and help you think more clearly, enabling you to know that you can take the next step to feeling better.

If you’re experiencing a personal crisis, are unable to cope and need support, just text “Mermaids” to 85258.

A trained Crisis Messenger Volunteer will introduce themselves, reflect on what you’ve said, and invite you to share at your own pace. You’ll text back and forth, only sharing what you feel comfortable with. By asking questions, listening to you and responding with support, they will help you sort through your feelings until you both feel you are now in a calm, safe place. You might be provided with some signposting to other services that can provide you with further help, so that you can continue to get support.

Crisis Messenger can help with urgent issues such as:

● Suicidal thoughts

● Abuse or assault

● Self-harm

● Bullying

● Relationship issues


You can text the Crisis Messenger Text Service FREE and ANONYMOUSLY from EE, O2, Vodafone 3, Virgin Mobile, BT Mobile, GiffGaff, Tesco Mobile and Telecom Plus. If you are texting from a Samsung Galaxy handset, you might receive a notification that you will be charged. If you’re with one of the networks above, ignore this – you won’t be charged.

This service is powered by Crisis Text Line, but please contact should you have an issue with the service