SARSASSupport and informationSupport servicesHelpline, e-support and live chat

Helpline, e-support and live chat

Our helpline services provide support and information for people aged 13+ affected by rape or sexual abuse at any time in their lives. You can also find out about our other support services through our helpline.

Our helpline, e-support and live chat services are not an emergency or crisis service. If you are in immediate danger, please phone 999 or visit your local A&E department.

Our helpline, e-support and live chat services are open to people of all genders age 13+ who have experienced any sexual violence at any time. Trans and non-binary callers are welcome.

Helpline

0808 801 0456

Mondays & Fridays: 11am – 2pm
Tuesdays, Wednesdays & Thursdays: 6pm – 8pm

About the Helpline

Your call will be answered by one of our specially trained volunteers who are there to listen and support you to talk about whatever is on your mind.

We are here to listen and believe you 100%. We will never judge or doubt you.

We are here to help you explore your thoughts, feelings and what options you might have. We can give you information about those options, but we will never tell you what you should do.

If calling our 0808 801 0456 Helpline, your call will be free and will not appear on your phone bill.

Out of hours/can’t get through

If you call outside the helpline hours you will receive a message explaining when the helpline is next open. If you call out of hours or cannot get through when we are open, there is a 24-hour answer machine. You can leave your details if you want to be called back when the helpline is next open. Please only leave a number if it is safe to do so and let us know if we can leave a voicemail.

If you need to speak to someone when the SARSAS Support helpline is shut you can call:

The national Rape Crisis helpline: 0808 500 2222
They also have a live chat service on their website: 24/7 Rape and Sexual Abuse Support Line
They are open every day of the year 24/7.

You can also contact: The Sexual Assault Referral Centre in Bristol, The Bridge: 0117 342 6999

They provide 24/7 telephone support and advice to all victim-survivors of sexual violence, their family and friends.

In an emergency or for urgent medical assistance, please call 999.

Watch our helpline video

Frequently asked questions

Who can use the SARSAS helpline

Our helpline is for anyone aged 13+, of any gender, who has experienced rape, sexual assault or sexual abuse at any time in their life,

Is the helpline open in the evening?

Yes, we are open at different times during the week, including evenings.

Can you provide an interpreter if I need one?

Yes – we may need some notice to arrange this.

Will you tell anyone what I tell you? (confidentiality statement)

We do not ask you for any personal details and you do not have to give us your real name.
We don’t trace calls but we will see your number unless you withhold it.
Unless you give us identifying information you will remain anonymous.
We will only break confidentiality if:
– you request us to
– you’ve given us identifying information (e.g. name, address, date of birth), and you’re an adult in need of care and support, and we’re concerned for your safety
– you are under 18 and at risk, or you are giving us identifying information about a child at risk. We will discuss this with you first and we will remind you, before you give us identifying information, of our duty under Child Protection and Vulnerable Adult Legislation

SARSAS calls are not recorded. For training and quality purposes, some calls will occasionally be listened to by new volunteers or helpline supervisors. If you have any concerns about this you can ask to speak to the shift supervisor. For more information please see our Privacy Statement.

Live chat

Live chat provides a free and confidential space where you can get emotional text support and information. During live chat opening hours, the chat box will pop up on our website where you can chat, online, with one of our support workers

It is open to people living in the Avon and Somerset region (Bath, Bristol, North Somerset, Somerset and South Glos).

Live chat is open:

Monday: 11am – 2pm
Tuesday: 12pm – 2pm & 6pm – 8pm
Wednesday: 6pm – 8pm
Thursday: 12pm – 2pm & 6pm – 8pm

Frequently asked questions

What happens when I use live chat?

The session will last up to 30 minutes (you may have less time if the live chat session is ending soon). You will talk to one of our volunteers who can provide emotional support and information about resources and services that might be of help.
You decide what you want to talk about. You are welcome to talk about what has happened to you, but you do not have to. You may want to talk about how you are feeling now, discuss a situation you are finding hard, or simply talk about how your week is going.
What you decide to share is up to you and at whatever pace works for you. You can end the chat at any time and do not have to give a reason.

Can I book an appointment for another SARSAS service through live chat?

Our team members can explain SARSAS services to you on live chat but if you would like to book an appointment, we ask that you contact our helpline or use our online form to request support.

Who will I be talking to on live chat?

The team are all part of SARSAS. We are trained in supporting victim-survivors of sexual violence. We work as a small team with a supervisor on each shift so that if a team member isn’t sure how best to support you, they can ask their Supervisor for ideas or suggestions.

Is live chat confidential?

You will not be identified in any way when you join the chat. This means that the team member will not know who you are or if you have used the service before. The only identifying information we will be aware of is what you decide to share with us.
Your chat will only be seen by the team member you are talking to, and their supervisor, who will monitor conversations to check you are receiving the best possible support.
We have a duty to work with other services to support you if we are concerned that you, or someone else, is at immediate risk (often known as ‘safeguarding’). We can only do this if you have decided to share your information, for example your name and where you live, with us. We won’t do anything without telling you unless this would place you (or another person) at greater risk, which is a very rare situation.
The chat will remain, anonymously, on our system for a short time (1 month), during which time the supervisor may check some of the chats to see if there are any training needs for the team. After this time the chat transcripts will be automatically deleted and not saved on any system. If you do not want your transcript to be stored for 1 month please let us know and we will delete it immediately after your chat.
For more information please see our Privacy Statement.

How often can I use live chat?

You are welcome to contact us multiple times. However, as chats are not saved the team member will not know what you have shared before. Team members do not use their real names so it won’t be possible to connect you to the same person you spoke to before.

What should I do if I can’t get through?

Our team members only speak to 1 person at a time, and as conversations can last up to 30 minutes there may be times when you aren’t able to get through. You are welcome to call our helpline or contact us via e-support in the meantime. You may also be able to use Rape Crisis England and Wales Live Chat which is open to women and girls aged 16+.

Prank or abusive users

Should a team member believe they are dealing with a prank or obscene caller, they have the right to end the chat.

Telling us what you think

At the end of the session a short survey will pop up on your screen. Your views are incredibly important to us so that we can keep improving the service as well as supporting us to gain future funding for the service.
Your feedback will not be seen by the person you have chatted with.
If you would like to make a complaint about the live chat service or an operator, you can do so via our contact us page.

Will you tell anyone what I tell you?

You will not be identified in any way when you email us. This means that the team member will not know who you are or if you have used the service before. The only identifying information we will be aware of is what you decide to share with us.

We have a duty to work with other services to support you if we are concerned that you, or someone else, is at immediate risk (often known as ‘safeguarding’). We can only do this if you have decided to share your information, for example your name and where you live, with us. We won’t do anything without telling you unless this would place you (or another person) at greater risk, which is a very rare situation.

For more information please see our Privacy Statement.

E-support

suppport@sarsas.org.uk

E-support offers confidential email support for people of all genders aged 13+ who have been affected by rape, sexual assault or abuse at any time in their lives. You can explore your thoughts and feelings and we can provide you with emotional support and information on other services.

How does the service work

If you are looking for support or information for rape or sexual abuse and are unable or not ready to use the phone, you can get in touch via email. We try to respond to you within one working day. Your email will be answered by one of our support team. You may not get a response from the same person each time.

Can you see what I’ve written before?

If your email to us is not your first one, we will be able to see the whole ‘thread’ of the conversation so even if you get a different person responding, you will not have to go back to the beginning each time.

Can you provide an interpreter?

Yes, but we may need to arrange in advance.

Will you tell anyone what I tell you?

You will not be identified in any way when you email us. This means that the team member will not know who you are or if you have used the service before. The only identifying information we will be aware of is what you decide to share with us.
We have a duty to work with other services to support you if we are concerned that you, or someone else, is at immediate risk (often known as ‘safeguarding’). We can only do this if you have decided to share your information, for example your name and where you live, with us. We won’t do anything without telling you unless this would place you (or another person) at greater risk, which is a very rare situation.
For more information please see our Privacy Statement.

Useful links

Safeguarding and privacy

Survivor Pathway - specialist services in the South West

SARSAS self-help guides

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Helpline, e-support and live chat

Helpline

0808 801 0456

About the Helpline

Out of hours/can’t get through

Frequently asked questions

Live chat

Frequently asked questions

E-support

Useful links

Share this page

In this section

The latest from our news and blogs

Online Safety Act 2023: what might happen in practice? (Part 3)

Frank’s Inspiring Art Auction for SARSAS

Reclaiming sleep

We are here to listen

Helpline

Safeguarding

Email

Online chat

Self-help

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