Reaching out for help can feel like a big step – especially if it’s the first time. It’s normal to have questions or concerns.

In this blog post, we answer some of the most common questions about calling the National Gambling Helpline, so you know what to expect when you contact us.

Who can call the Helpline?

The National Gambling Helpline gives free information, advice and support to anyone affected by gambling in England, Scotland and Wales.

You can get in touch about your own gambling, or someone else’s. We get calls from people of all ages, genders and backgrounds. If gambling is impacting your life in any way at all, we’re here to help.

You can call us whether you’re just starting to think about your gambling, or you’ve reached a crisis point. It doesn’t matter how long you’ve gambled or how much you’ve spent. It’s never too early – or too late – to get support.

What kinds of things do people call about?

People call us for lots of different reasons. This could include things like:

• Wanting an honest chat about how gambling is affecting them
• Looking for ways to control or limit their gambling
• Worries about money and debt as a result of gambling
• Looking for help for a partner, child or loved one who gambles
• Support with recovery or during a relapse

But really, the list is endless. No two calls are the same, as everyone has their own unique challenges and experiences. If gambling is on your mind, we’re here to help.

What happens when I call you?

We recommend calling from a quiet room with no distractions.

You’ll hear a ringing tone and a short, recorded message. We’ll pick up as soon as we can, usually within 30 seconds.

We’ll start the conversation with an open question, like “National Gambling Helpline, how can we help?”.

Our trained advisors will listen to whatever is on your mind. If you don’t know where to start, that’s OK. There’s no rush. We’ll work together to explore the issue, one step at a time.

We can give you information, advice and support tailored to your specific situation. Depending on what feels right for you, we can also refer you to treatment and other support services.

The call can last as long as you need. You’re very welcome to call us back if you ever need to talk again.

Will you tell anyone I’ve called?

Some callers worry their employer or landlord will find out they have called us. Don’t worry, this isn’t the case. And calling us won’t impact your credit score, either.

The conversation will remain between you and the Helpline adviser. Nothing will be shared with anyone else without your permission, unless someone is in immediate risk.

If you’re under 18, you don’t have to tell a parent that you’re contacting us. We won’t tell them either unless you’re at immediate risk of harm.

Can I remain anonymous?

Yes, it’s up to you what information you share.

We like to ask for first names to create a personal conversation. We may also ask for the first part of your postcode to see what services are available near you. You don’t have to give this information.

If you call us, we’ll be able to see your phone number. If you contact us through WhatsApp, we’ll see your phone number and the name on your account.

Our chatroom and forum are good options if you wish to remain completely anonymous, as you can set your own username.

Is the Helpline accessible to me?

If you are deaf or have a hearing impairment, you can use our services with the help of the Next Generation Text Service.

If you would like to use the Helpline in a language that is not English please let us know and we will connect to the LanguageLine service to help you.

Are there other ways to speak to someone?

We understand talking on the phone isn’t right for everyone.

You can also talk to us through live chat or WhatsApp (both available 24/7) or our moderated chatrooms and forum. Any contact is a good step, so choose a method you feel ready for.

We hope this has answered some of your questions about getting in touch. Our Helpline is available 24/7 and there are many ways to get in touch if you’re not comfortable calling us. Make the step that feels right for you and we’ll be on the other end of the line ready to help.