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Live chat

Support through live chat is available for anyone in London, England only.

When you’re ready to start chatting to one of our trained supporters, use the ‘chat now’ button at the bottom right of the screen. Make sure you’re using the latest version of your internet browser before you start live chat.

Live chat is available from 9am to 5pm, Monday to Friday within London only. If the service is offline or busy, or if you are outside of London, you can:

House rules

We want you to get the most out of live chat. Here are some ‘house rules’ about what you can expect from us and what we can do to help you.

 

What you can expect from us

  • A safe online space where you can talk openly and only share the information you want to.
  • To be given help no matter what crime you have experienced and whether you reported it to the police or not. We will support you, no matter how long ago the crime happened.
  • Time to talk to a trained supporter who will always listen sensitively and treat you with respect.
  • Help to find the right information and support either from us, or with your permission, our trained supporters can also put you in touch with one of our partners.
  • To be asked whether or not you have received our support before, or are receiving support now, so we can join up our services.
  • The freedom to talk confidentially and know that your information is safe and secure. You can read our confidentiality and consent promise to find out how we do this. 

What we can’t do

  • Although we’re not a counselling service we will always listen and try to help you find a counselling service near you, if this is something you want.
  • Our supporters are here to help you find the information you need. We don’t give legal advice, but can help you find legal support if you need it.
  • Our supporters are trained to help people affected by crime. If the help you need is beyond this, with your permission we can work closely with you and our partner agencies to get the help you need.
  • Once you have exited live chat, even if it was due to a mobile signal or internet connection issue, any further live chat sessions will start again as separate conversations and may be with a different supporter.
  • Our supporters will never talk to you about previous chats you or anyone else has had with us because we can’t be sure that it’s actually you. We need to keep all information you have shared before confidential and safe. 
  • Online chat must be a safe environment for all users and all supporters. We won’t tolerate abuse and we will block users that are misusing live chat or abusing our supporters.
  • If you need to get a message to your support worker, please contact your local office. Whilst our supporters are dedicated to helping you on live chat the quickest way to get a message to your local victim support service is via their direct line.
  • If you would prefer to talk to a female or male supporter, please call 0808 178 5184. Our live chat process means that when you contact us you will be allocated to the next available supporter: this could be a male or female supporter. We can’t guarantee that you will get a supporter of the gender that you would prefer.

Feedback and complaints

We want to know how we’re doing. You can feedback about our live chat service or make a complaint if you’re unhappy. 

Data statement

We do our best to make sure that everything you send to us is kept safe and secure, where no one else can see it. To do this we encrypt all of the information (turn it into a code) so that if anybody does hack our system they won’t be able to see or understand what messages you have sent. However, there are always some risks when information is sent over the internet, so it’s important you know this when you contact us on live chat. 

To help you understand more about how we work hard to keep your data safe and how seriously we take this, look at our terms and conditions.

We will not send you a copy of what we talk about today so if you want to save our conversation, then you need to:

  • take a screenshot on your smart phone or tablet
  • if you’re on a laptop, PC or MacBook you may want to write down some information 
  • take a photo of the screen if you’re on a laptop, PC or MacBook

Remember to keep your information safe.

This does not affect your right to ask for any information we keep about you. If you share your personal details with us such as your full name and date of birth when you use live chat, you can ask to see the information we have about you. This is called a subject access request. 

To make this request you will need to send us a letter. We will then contact you and you will be asked to provide proof of your identity in person (ie. with your photo ID and your birth certificate). If you have any problems, you can speak to a trusted adult or you can contact us for help.