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 18-month review.
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.