Contacting Runaway Helpline

You’re already on the Runaway Helpline website, which is a really positive first step in getting some help with whatever it is you are going through.

There is a lot of information on this site which we hope you will find useful. If you are still confused, still want to run away or are already away from home, you can call or text us for free on 116 000 or email us 116000@runawayhelpline.org.uk

We are here for you 365 days of the year from 9am – 11pm and we’re confidential.

What happens when you call, text or email Runaway Helpline

Calls

Runaway Helpline is part of the charity Missing People. When you call our helpline on 116 000, the team will answer the phone saying “Hello Services Team”.

They are a team of staff and volunteers who are experts at listening and supporting young people and adults who are worried about leaving or who are away from home. They also support families who are missing someone.

When you call, it’s all about you. We say it is ‘caller led’. This simply means you’re in charge. We won’t push you to tell us things you don’t want to or nag you to take our advice. You don’t have to tell us your name or where you are. We will listen to you and help you explore what you want to do about it.

We will only end calls if someone is abusive to us, and sometimes if we are called repeatedly by someone who we know doesn’t need our help at the time.

Texts and Emails

If you text or email us we can’t see your number or email address when your message comes into our computer system but the system allows us to reply to you.  Your message will make a record in our system, so we can see any messages you send to us all together, like a conversation.

We aim to respond to your text message in 1 hour and email in 2 hours but most of the time it will be more quickly. We may ask you questions to understand more about your situation.

When you call, text or email, we won’t know who you are unless you tell us. Find out more about confidentiality at Runaway Helpline.

What you can expect from us