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Products & Services

Products & Services

Helplines Partnership represents the helplines sector across the UK and internationally, supporting helplines to provide the best quality service to their users. Our services have been developed over 20 years to meet the needs of our members, helplines and the wider community.

Callers expect helplines to provide confidential, high quality and affordable ways to access them. Ideally they should offer a variety of contact channels so that callers have a choice depending on their circumstances. We have worked with helpline telecoms specialists and the regulator, Ofcom to develop a range of solutions specific to the needs of helplines. We also lobby to protect the interests of helplines in the face of regulatory changes and other external factors.

Helplines Standard

The Helplines Standard is a nationally recognised quality standard which defines and accredits best practice in helpline work. Helplines Partnership developed the Standard recognising the diverse challenges and issues faced by helplines and the varied ways in which today’s service users wish to make contact.

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With over 20 years of knowledge and expertise in the helplines sector, we can support you with any aspect of helpline-related work whether you are looking to review or develop part of your service, or to set up a new helpline.

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Setting Up a Helpline

If you are interested in setting up a helpline, we’ve created a series of resources, drawing on our knowledge and experience as the membership body for the helpline sector, to help you work through the process step by step.

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Helpline Freephone Range

Helplines Partnership (HLP) offers a dedicated range of freephone numbers that are exclusively available for helplines. HLP is authorised by Ofcom to operate the Helpline Freephone Range (HFR) scheme which provides confidentiality for vulnerable callers and removes cost barriers that could prevent them from accessing helplines. HFR numbers are free to...

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Payphone Access Charge

BT waives the Payphone Access Charge (PAC) for Helplines Partnership members in the voluntary sector who operate their helplines on free to caller numbers. The potential saving to helplines is substantial as it currently costs 70p per minute for calls from BT payphones, and this will have a significant impact.

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Telecom Services

As a member of Helplines Partnership, we invite you to use The Phone Co-op for your phones, mobiles and broadband. They are the UK’s only telecoms co-operative, owned and run by their customers. We have chosen them as a telephony partner because of their commitment to quality and their social and environmental…

Virtual call centre
Virtual Call Centre

Sophisticated Inbound Solutions Bespoke cloud based service provides a flexible and reliable solution for handling calls enabling helpline workers to log on from any location and answer communications including voice, webchat or SMS. The VCC works with existing infrastructure and there is no need to invest in costly hardware. Calls…

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Helplines Partnership works with LanguageLine Solutions to offer helplines and charities access to over 200 languages – 24 hours a day, 365 days a year. Members benefit from our lowest rates for written translation and telephone interpreting – we can also help non-members access discounts from our partner. On-demand interpreting…