Frequently Asked Questions

+ When can I call?

We are open 9am to 9pm Monday to Friday and 9am to 4pm at weekends and Bank Holidays.
Calls will not be visible on your telephone bill.

+ Who will answer the phone?

A trained call taker will answer the phone, listen carefully and non-judgmentally to what you have to say, and advise options and contact details for organisations that are most likely to be able to help you. You remain in control of who you want to contact and when.

+ What if I need to call more than once?

No problem. If you need to call back for further information please do. However, it is important to note that we are not a counselling service.

+ Who can call the Helpline?

Anyone of any gender who is affected by domestic violence or domestic abuse. So whether you are a victim, a survivor, a concerned friend or family member, a work colleague or if you are concerned about your own behaviour to others, we are there to help. This includes those who are elderly and those with disabilities. We can also advise professionals, for example if you are seeking help for a client.

+ What details will I have to give?

None. We are a free, confidential and anonymous service. You may be asked which town you are in. This is only to help us offer you details of support local to you. You will not be asked for any personal or contact details.

+ Can you help if I need a translator?

We have access to Language Line to assist you if English is not your first language.

+ Will the number show up on my phone bill?

Calls will not be visible on your telephone bill.

+ How much does it cost?

The service is free to call from landlines and some mobiles. (please contact your service user for details)

+ Can I email the Helpline instead?

We appreciate that some people, for various reasons, would prefer to email us. Perhaps there is nowhere quiet or private to phone us from if, for example, you are at work? Or perhaps you just prefer to write things down. You can email us on **kim@mailpurple.org** but please note that our response time may be up to 3 days. Please be very careful to cover your tracks to protect yourself.

+ Does the Helpline have a voicemail service?

No. This is because calling you back could jeopardise your safety. If you receive an engaged signal please call again. It means that the call handler is already dealing with a caller.