Our support line team is made up of staff and volunteers, many of whom have lived experience as trans people or parents of trans people. We bring a diversity of lived experiences and professional backgrounds, but all of us approach the support we offer at Mermaids in a similar way. We are all here because we want to create a safe, supportive space for trans young people and their supporters.

We work to empower people, using a strengths-based approach, to identify the resources people already have, and build on these. We look to build on existing support networks and signpost to services, including the range we have at Mermaids.

We take a harm reduction approach, identifying any potential risks and working together to minimise these.

Our support line service is confidential, which means we won’t share information that you share with us, unless there is a risk to you or others. We can tell you more about this when you get in touch, and you can read more about this in our safeguarding policy.
When you call us, your number is visible to us, unless you choose to withhold it. We can also access your IP when you use our webchat. We only access this if you are at immediate risk.

We retain some information about the contacts to the helpline, to quality assure the support we offer, and ensure continuity of support. You can read more about our privacy policy here.

Our support line is open Monday to Friday, from 1pm to 8.30pm. We have a queueing system if you can’t get through straight away, or you can send us an email on info@mermaidsuk.org.uk or leave us a voicemail, with details of a safe number to contact you and we will call you back as soon as we can. Our number will show as withheld when we call.

It’s free to call our helpline on 08088010400. This number is free to call from both landlines and mobiles, including pay-as-you-go mobiles. You do not need to have any credit or call allowance on your plan. Reaching out on webchat or via email at info@mermaidsuk.org.uk is also free.

Our support line can offer you:

A safe, supportive place to talk and explore what is going on for you.

A place to build on your existing coping strategies and support networks

Warmth and an understanding of the diversity of trans lives and the experiences of families supporting trans young people

Signposting to useful information and services.

Contacts can vary from one off calls with specific questions, to emotional support over a period of time.

Our support line does not offer advice of any kind, including medical advice. We are here to help you explore what is going on in your life, what you are feeling, and what might work best for you. We can’t, however, direct that for you. We are not medical professionals, so we signpost to other appropriate services that can offer more tailored support.

We are also not a crisis service. If you are experiencing suicidal thoughts, or are at risk, we will follow our safeguarding policy and work with you to keep you and others safe.

If you are in crisis, text MERMAIDS to 85258 for free 24/7 crisis support all across the UK. All texts are answered by trained volunteers with support from experienced clinical supervisors. Or, call Samaritans on 116 123.

If you need support outside of our opening hours, please consider contacting one of the following helplines:

Samaritans: Call 116 123. Call any time, day or night.

Childline: Call 0800 1111 – Childline is open 24 hours a day, 7 days a week. 18 and under.

Switchboard LGBT+: Call 0800 0119 100. A safe space for anyone to discuss anything, including sexuality, gender identity, sexual health and emotional well-being. Open 10:00-22:00 every day, 365 days a year.

TRUK Listens: Call 0800 009 6640. Open 8am-midnight.