020 3727 3600
[email protected]
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020 3727 3600 [email protected]

ReachOut by phone or instant messaging

If you are between the ages of 10-17 or a parent/caregiver of a 10-17 year old, message us to get support with any mental health concern.

We can talk about what you are experiencing and offer you support, information and advice.

Are you experiencing a dip in your mental health?

Are things difficult with school, family or friends?

Are you stressed, worried, anxious or overwhelmed?

Is there something impacting your wellbeing that you would like to talk through?

Opening times

Our ReachOut team will be here at the following times:

Monday – Thursday – 5pm-8pm

To reach out to us:

By Message: click the chat icon on this page to start speaking with one of our team. The icon will only appear on the page when we are open.

By Phone: Call us on 01923 256391 (and press option 2)

We will ask for some basic details about you when you talk to us, however you have the option to remain anonymous should you wish to. By accessing ReachOut, you consent to us holding data and information on our secure database. Please see our Privacy Policy for more details.

The conversation you have with us, will be confidential unless we have any concerns about your or someone else’s safety. We will always aim to speak with you if we need to break this confidentiality.

ReachOut is an early intervention service, here to support 10-17 year olds with their emotional wellbeing and mental health. We are not a mental health crisis support service.

If you feel that your life or somebody else’s life is in immediate danger please dial 999 and speak to the emergency services.

If you need urgent help regarding your mental health, please follow the Get Help Now button at the top of the page.

ReachOut FAQs

Please see our FAQ’s below further information on ReachOut.

Can I delete my chat?

You can delete your ReachOut chat history.

If you don’t want the next person using your device to be able to see a chat that you have had with ReachOut then follow these 3 steps:

  1. Click the ‘X’ to leave the chat.
  2. Visit a different website (eg www.google.co.uk).
  3. Click on ‘Internet History’ & select “Clear History”.

The next time you want to chat with ReachOut you will need to submit your details again.

Is the service confidential?

ReachOut is a confidential service.

This means that what you tell us will remain private unless we believe that you or another person is in immediate danger or is at risk of immediate harm. We will always be honest with you and we will try and work with you to find the best way to keep you safe.

When do you break confidentiality?

ReachOut will only break confidentiality if we believe that you or another young person is in immediate danger or is at risk of immediate harm. We will always be honest with you and we will try and work with you to find the best way to keep you and other young people safe. We will never hide what we are doing from you.

If you are not at risk of harm but would like us to tell someone you trust something, we can explore this with you too.

At ReachOut we very rarely break confidentiality.

Who do I speak to?

Whenever you contact ReachOut you will chat with a fully trained ReachOut Practitioner. We all complete the same training so we all work in a very similar way. We listen to you to understand what is happening in your life and to help you find the best way to move forwards that feels right for you.

What do you use my information/details for?

When you come through for a chat we ask you for your name.

  • We ask for a name to help us see when and how many times you have used the service and to plan future delivery. Remember if you would prefer to remain anonymous, that’s okay. Just give a first name, initials or a nickname.
  • Your age helps us to find out which age groups are using the service so that we can understand how we can best reach and support all different age groups.
  • Gender identity is important to us and helps us to make sure that ReachOut is reaching and supporting everyone in a way that works for them.
  • Ethnicity is important to us and helps us to make sure that ReachOut is reaching and supporting everyone in a way that works for them.
  • Your postcode helps us to see which areas of Hertfordshire are using the service so that we can promote the work that we do in the areas that are missing out. If you prefer to remain anonymous it’s okay to just give us the first 3 digits of your postcode.
How long does a chat last?

There is no right or wrong amount of time for a chat to last. An average chat lasts around 30-45 minutes. Some chats only last a few minutes but others can last longer. The most important thing is that we have enough time to support you in the way that feels right for you.

How many times can I use the chat?

There are no limits to the number of times that you can use ReachOut’s instant messaging/helpline service. You can use it as often as you need in order to receive the support you need to talk about what is important to you.

Can I always talk to the same person?

Our practitioners work at different times on different shifts so it is unlikely that you will always speak to the same person. All of our practitioners work in the same way, so no matter who you talk with, you will always receive the same type of support.

What can I talk about?

At ReachOut you can talk about anything that is important to you. We will always listen and we will never judge. We aim to support you in the way that feels right for you in that moment.

We are not a crisis support service and if you feel that your life or somebody else’s life is in immediate danger we recommend that you dial 999 and speak to the emergency services. Samaritans can be called on 116 123 or Papyrus Hopeline UK on 0800 068 4141 (9am-10pm weekdays & 2pm-10pm weekends & Bank Holidays).

Will anyone know I have used this service?

If you need to talk to someone when ReachOut is closed you can have an online chat with ChildLine by visiting www.childline.org.uk or by calling them on 0800 11 11. ChildLine are available 24 hours per day. Alternatively visit our online support pages for other options.

I am working with other professionals. Can I still use the service?

Yes. Even if you are receiving support from another service or professional, you can still access our instant messaging and/or helpline service.

What if my mate takes my phone and pretends to be me?

Even if you have spoken to us before we will never share any information with you that you told us in a previous chat. If anyone does pretend to be you in a chat they will not find out from us anything that you have spoken about before (also see 1. Deleting Chat History).