Helplines Standard

The Helplines Standard is a nationally recognised quality standard which defines and accredits best practice in helpline work. HLP developed the Standard recognising the diverse challenges and issues faced by helplines and the multiple ways in which today's service users wish to make contact. Being awarded the Helplines Standard is an excellent way of ensuring you are effectively meeting the needs of service users, workers, funders and everyone coming into contact with your helpline.

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How can the Helplines Standard benefit your organisation?

  • Competitive advantage when seeking funding and partnerships
  • Enhanced credibility by demonstrating commitment to quality and excellence
  • Greater visibility to potential service users and funders
  • Great motivator by acknowledging commitment to best practice
  • Continual development within strategic planning and partnerships
  • Branding recognition and publicity via our Helplines directory.
Internal & External Benefits

Want to know more?

The Helplines Standard is available in a variety of formats at a cost of £120 for members (+VAT if electronic).

You will receive:

  • opportunity to attend a free workshop which gives an overview of the Standard, the assessment process and the work involved for accreditation.
  • provision of a self-assessment template to help organisations prepare for accreditation.
  • the Helplines Standard logo is made available upon successful completion and can be used to compliment your promotional campaigns.

We also welcome applications from other types of organisations who recognise the importance of quality assuring their consumer/client communication over the phone or text-based channels.

  • Respect Helplines staff are extremely proud for achieving accreditation for the third time. Working towards accreditation has been a joint venture between Helplines Workers and management, everyone wishing to achieve a higher standard of service with our service users being at the heart of what we do. The support from Helplines Partnership staff allowed us to improve policies and procedures and offer a much better service to our clients. I would recommend that every helpline should aim to achieve accreditation.
    Ippo Panteloudakis

  • To attain the Helpline Partnership’s quality standard is a fantastic achievement for the Brake helpline and we are extremely proud to secure this on our first attempt. Working on the Helplines Standard enabled us to focus on reviewing and developing all aspects of our operations, looking not only at our communications with service users but areas such as staff management and support; external partner liaison and financial planning. It helped us to identify areas that could be improved and do this in advance of assessment. It really left no stone unturned and helped us as a team focus our efforts, improve our operating procedures and ultimately ensure that bereaved and injured road crash victims receive a professional and quality service providing expert support during the darkest of times.
    Sarah Fatica
    Brake, the road safety charity

  • The rigorous and exacting process of working towards the Standard has been as important as attaining the accreditation because we have been able to make improvements and adapt to meet our ever increasing demand.
    Naomi Fitzgibbon
    Irish Cancer Society

  • This accreditation reflects that we’re providing quality as well as high quantities of calls, which we are extremely proud of.
    Frances Tidbury
    Coram Children's Legal Service

  • We are absolutely delighted to have been accredited to the Helplines Standard. The process has been very useful for us and it’s good to know that we can reassure our service users that we provide a quality, accredited service.
    Ellen Watters
    Myeloma UK

  • The accreditation will undoubtedly be helpful for our current funding campaign, for maintaining service standards, and our future development work. The whole process was a really good opportunity to improve, examine and update our policies, procedures and systems.
    Claire Usiskin

  • The success of the All Wales helpline service was in part down to the fact we used the Standard in the daily running of the helpline.
    Angela Morris
    All Wales Helpline