FAQs

General

What is HERE?

HERE is an information and advice service for people with long-term conditions and the carers who support them. We provide online advice and guidance, phone support, signposting to local services, and specialist equipment knowledge.

Is HERE free?

Anyone who comes to HERE for the first time will be helped by our team for free. Afterwards, ongoing access to our information and support costs £12 a year.

Why does HERE cost money?

It’s about keeping the service sustainable. We’ve seen a lot of good quality helplines close because funding has dried up. Charging £12 a year keeps the service affordable while giving you the assurance that we’ll be here in the long-term.

Why should I become a member?

Non-members can use our helpline once and access up to five articles on the website a month. Unless you’re a member, you won’t be able to use our service to find local support suitable for your needs. Membership gives you unlimited access to the helpline, unlimited access to our information online, and access to our local information.

I’ve been diagnosed with xxxxx – can you help me?

We currently have specialist information and advice for some of the main long-term conditions: diabetes, heart disease, arthritis, and depression. Our goal is to gradually expand the conditions we cover.

Even if we don’t have advice specific to your diagnosis, we can still help you. We can help you navigate the social care system and get the care you need. We can show you what financial support you might be entitled to. We can offer advice on assistive equipment you might benefit from. Finally, we’re always here if you just want to talk.

Is HERE a charity?

HERE is not a charity itself but a support service run by a charity called Guideposts. Guideposts works in a number of areas across the UK delivering a range of services – everything from day centres and befriending services to emergency support for carers. To learn more about Guideposts, visit the Guideposts website.

Do you provide any home care services?

No – HERE does not directly provide services. Our role is to work out what you need with you, then put you in touch with the right services. We’re here to help you navigate the “system” and work out where to go on the basis of your situation.

Online information

What information do you cover?

If you need care and support, we have information on:

  • How the social care system works – with step by step guides to accessing the support you need
  • What financial support you might be entitled to
  • Making sure you’re not paying more than you should for care
  • What to do if you’re the victim of discrimination or abuse
  • Dealing with isolation and spotting the signs of stress and depression
  • Living with the following long-term conditions:
    • Dementia
    • Depression
    • Diabetes
    • Heart conditions
    • Arthritis

If you’re caring for someone else, we have information on:

  • What support you’re entitled to as a carer and how to get it
  • How to help the person you care for get support
  • What financial support you might be entitled to
  • Dealing with the emotional impact of caring
  • Your rights at work
  • Tips on caring for someone with the following conditions:
    • Dementia
    • Depression
    • Diabetes
    • Heart conditions
    • Arthritis

Can you tell me what treatment I should take?

No – HERE is not a substitute for professional medical advice. We can tell you what kinds of treatments are generally offered so you know what to expect, but we cannot advise you on which is the most effective. The best person to speak to is your GP or a specialist in your condition where necessary (e.g. a diabetes nurse).

Do you have information on social care for children?

Not at the moment – our information applies to adults with care and support needs only. However, if you are a young carer, you will find a lot of our carers’ information helpful.

The HERE Helpline

What can I talk to you about?

You can talk to us about anything that’s on your mind.

We can help you with a wide range of issues and questions, including:

  • understanding your condition or a loved one’s condition and what you can do to help
  • financial support you might be entitled to
  • your rights at work
  • support available to you locally
  • difficulties with relationships
  • isolation, loneliness, or lack of confidence
  • the emotional impact of diagnosis

You might not even have a specific question in mind. You might just want to tell someone what’s going on. It doesn’t matter how simple or complex your situation is – we’ll take the time to listen and help.

Does it cost money to call your number?

There’s no extra charge for calling to our number. If your mobile phone or landline contract includes free minutes, the call will be free but will take up some of your allowance.

Once you’re over your allowance, the call will cost however much your provider charges per minute for phone calls. For an estimate of how much it could cost from a landline or mobile, visit GOV.UK’s page on call charges here. For a more detailed breakdown of individual mobile or landline providers, click here.

What if I want to speak to someone outside your helpline hours?

If you need someone to talk to now, call the Samaritans on 116 123 (UK) or 116 123 (Republic of Ireland).

They are open 24 hours a day, 365 days a week and will respond immediately. Alternatively, you can e-mail the Samaritans at jo@samaritans.org.

The Samaritans are there for anybody who needs someone to talk to. You don’t have to be suicidal to get in touch.

If you are feeling unwell, call the NHS 111 service by dialling 111 and they will be able to advise you on what to do.

If you are experiencing a medical emergency, call 999.

What I want more support in the future?

Everybody who comes to HERE looking for support gets a free call to our helpline and can access a limited number of online articles a month.

For unlimited access to the helpline and online support, sign up for HERE membership for £12 a year. You’ll get personal, proactive help with your situation and access to our team of local experts.

To learn more about membership, click here.

To sign up as a member, click here.

Local information

Does your local information cover the whole of the UK?

We currently hold information on the local support services available in many parts of the UK:

  • Bath & North East Somerset
  • Birmingham
  • Bristol
  • Cheshire
  • Derbyshire – Glossop
  • Devon
  • Dorset – Bournemouth and Christchurch
  • Essex (north)
  • Kent (east)
  • Gloucestershire
  • Greater Manchester
  • Leicester
  • Lincolnshire – Horncastle and Ruskington
  • London – Camden, Islington, Lambeth, Mitcham, Richmond, and Waltham Forest
  • Nottinghamshire
  • Oxfordshire
  • Shrewsbury
  • Shropshire
  • Somerset
  • Surrey – Guildford
  • Tameside
  • Tyne and Wear – Gateshead
  • Warwickshire
  • West Midlands – Dudley
  • Wiltshire
  • Worcester

If your area isn’t on this list, don’t worry – our team is happy to research your area when you ask us for support then come back to you with the results.

My mum lives in Aberdeen – can you find local services for her?

Yes! Just call our team to let us know what you’re looking for. We’ll get back to you by phone or e-mail within three days with the results of our research.