We have become aware of people contacting us but thinking they’re not getting a response. There may be a good reason! Please read on. . .
We will try to get back to everyone who contacts us, and have systems in place to ensure that happens in the vast majority of cases.
The most likely occurrence is that our email reply has been sent to your junk folder (and not your inbox). We ask everyone to please check and add us as a safe sender. This is particularly true of those using outlook or hotmail.
It is important to remember our email support ends in .org.uk and not .co.uk or .com.
Did you get an auto response message when submitting a message online? If not, there is a good chance it didn’t send correctly. Also, our email support system sends an auto reply. If you did not get one, something may have gone wrong and we kindly ask you to try again or look in your jump or spam folder.
If you don’t provide an email address, we may be unable to respond to your message. This is because our email support is only set up to respond to those people who provide a working email account. We will be able to make contact using a phone number, but this will cause a delay in getting back to you.
When you send an email message, we usually need more information before we can support you further. This is because we have to keep you safe, and ensure you get the right help. If you do not get back to us with the information requested, we may be unable to support you fully until we do.
We take confidentiality seriously and are unable to confirm or deny if someone has contacted us unless they have given consent for us to do so. This is true of anyone aged 11 or over. That could mean you are under the impression we have not responded, however, it is possible that we have done but we have to maintain a level of confidentiality.
Sometimes we have responded but the time isn’t right for that person. They may chose to not opt in to services, or not engage with us. That is fine, and we are here when you need us and when you are ready. As mentioned above, Harmless will not confirm or deny if that person has or hasn’t responded unless we have consent. If a loved one has said we have not made contact, it could be they are not ready to engage. Remember, seeking support is often a difficult and daunting experience. This is especially true for those who may have been let down by services elsewhere. We would encourage family members and friends to support them during this distressing time, and seek help themselves in the meantime. We have a friends and family leaflet available if you need it. Also, we hold a monthly drop in service which often helps overcome barriers and challenges of accessing support.
Harmless aim to respond to emails within 5 working days, however, this may increase during busy periods. Please bear with us.
We do not get funding for our email support service. This is paid for by Harmless’ own generated income such as donations and training sales. That means we sometimes have to prioritise our funded face to face services during peak times. This can lead to a delay, but this is rare.
We are here to support you for as long as you need, but Harmless and The Tomorrow Project do not have the resources to provide immediate responses. If you need urgent help, we encourage you to contact one of the services below:
- Samaritans on 116 123 (Listening support available 24/7, for all ages)
- SaneLine 0300 304 7000 (Out of hours support service for those aged 16 and over, available 4.30pm until 10.30pm)
- If you are experiencing a mental health crisis and need support, you can text SHOUT to 85258. (The service is available to all ages, available 24/7)
- Childline at www.childline.org.uk (Phone, webchat, or email service for those aged 18 years old and under, available 24/7)
- Hope Line on 0800 068 41 41 (For young people under the age of 35, open 10am – 10pm weekdays; 2pm – 10pm weekends; 2pm – 10pm bank holidays)
- The Mix at www.themix.org.uk/ (Phone, webchat, or email service for those aged under 25 years old, opening times vary)
- If you have an urgent medical problem and you’re not sure what to do, please contact NHS 111 (Available to all ages, 24 hours a day, 7 days a week)
Finally, on the very rare occasion your email has been overlooked, please contact us by emailing firstname.lastname@example.org directly. Your email is important to us, and we are here to support you. We know that people who reach out to us are often in distress, and we are here for you as best we can. Remember, life can get better with the right help.
For and on behalf of The Harmless Team