FREQUENTLY ASKED QUESTIONS
Got questions? We've got answers.
Do I need to have suicidal thoughts to get counselling?
Yes, for our counselling service we support people who have suicidal thoughts or a history of suicidal thoughts, along with mild to moderate mental health needs. If you're experiencing low mood or anxiety without suicidal thoughts, we may signpost you to Mind or mainstream support services instead.
Is your service free?
Yes, completely free. We're a registered charity and all our services — counselling, coffee groups, and befriending calls — are provided at no cost to you.
Do I need a GP referral?
No. You can self-refer directly by calling us or filling out our contact form. GPs, social prescribers, and other professionals can also refer clients to us, but it's not required.
Who are your counsellors?
Our counsellors are trained students (level 4+) and qualified volunteers. They work under professional supervision and follow strict ethical guidelines. While they may be in training, they provide genuine, compassionate support.
How quickly will you respond to my referral?
We respond to all referrals within 72 hours. You'll be contacted and told what support we're offering — counselling, coffee groups, or befriending.
How long will I wait for support?
Our current waitlist is approximately 4 weeks for all services. We'll keep you informed throughout. If you're on the counselling waitlist for longer than 6 weeks, we'll re-review your suitability before allocation to ensure your needs remain appropriate for our support.
How many counselling sessions can I have?
We offer up to 12 sessions of counselling. This is short-term, structured support designed to help you work through here-and-now issues. If you need longer-term or specialist therapy, we can signpost you to other services.
What if I'm not eligible for your services?
If we can't help, we'll always signpost you to services that can — including NHS Talking Therapies, Samaritans, Mind, trauma-specialist services, or substance misuse support. We never leave anyone without options.
Is everything confidential?
Yes. What you share with us stays confidential. The only exceptions are if we believe you or someone else is at serious risk of harm — in which case we may need to share information to keep people safe. We'll always try to discuss this with you first.
What areas do you cover?
We support adults (18+) living in Essex at the time of referral. If you're outside Essex, we can help signpost you to services in your area.
Are you a crisis service?
No. We provide support for people who are struggling but not in immediate crisis. If you're feeling acutely suicidal and unable to keep yourself safe, please call NHS 111 (option 2), 999, or Samaritans (116 123).
What happens if my situation gets worse while I'm with you?
If your presentation changes, our volunteers will report any concerns immediately. These are escalated to our Clinical Assessor who reviews within 24-48 hours. You may be moved to a signposting pathway or formally referred elsewhere if needed.
Can I attend coffee groups if I have suicidal thoughts?
Yes — our coffee groups are specifically for people experiencing suicidal thoughts, as long as you're not in immediate crisis. You need to be able to manage a group setting safely and be respectful to others.
STILL HAVE QUESTIONS?
Get in touch. We're happy to chat and answer any questions you have.