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Application process and fees

Application process and fees

The application process has been designed to be thorough, while also clear and user-friendly.

  • To get started, you can download the Helplines Standard brochure which outlines the certification process and then complete the no-obligation enquiry form.
  • Following this, you can book a free 1-1 chat with an assessor.
  • If you wish to go ahead, we will discuss your requirements and provide you with a quotation followed by the agreement and invoice.
  • We will then provide you with the workbook to help guide you through the process, along with submission forms and a link to shared folders for you to upload your evidence.

When applying, ensure that:

  • you understand the criteria requirements
  • your policies are up to date (reviewed within the last 18 months)
  • your processes and policies are implemented, in line with current practice
  • you have documentary evidence to support current practice

Fees for Helplines Standard certification

The fees detailed below include the assessment day, workbook, and subsequent certification if successful.

Please note, organisations can apply to pay over six installments by standing order.

Helplines Standard Certification Fees Members from 1st April 2024 Non-members from 1st April 2024
Certification - preparation and assessment of phone and e-mail channels at one site, to include the Helplines Standard workbook £3,055* £5,090*
Fee per additional channel, for e.g. text, webchat, forums, social media £490 £820
Fee per additional visit, for e.g. additional bases £660 £1,102

*Price subject to specific requirements, VAT and Assessor's expenses

Member fees

Member fees are dependent on status, turnover and size of organisations.

Please note

A fee of up to £750 will be incurred if the agreed submission deadline is not met. Similarly, if you cancel or postpone a booked assessment day, there will be a fee invoiced to cover HLP’s costs and allocated resources.