About our advice service

“The service I received today has, for the first time in 4 months, given me a shining light. I've been in the dark. Thank you very much." - Advice service client.

• The Rethink Mental Illness Advice Service provides advice and information on mental illness, mental health laws, and guidance for carers.
• We do this online, by phone, webchat, and letter. Our advisors are real people and not an AI chatbot. Our helpline number is 0808 801 0525. It is normally open from 9.30am to 4pm, Monday to Friday, excluding bank holidays. Find out more about contacting the advice service.
• We give advice to people with a diagnosis or symptoms of mental illness who live in England and are 18 or over. We also advise their carers, loved ones, or professionals working with them.
• We are a trusted information creator and accredited by the Patient Information Forum (PIF). See this 46 second video for why this is important.
• We are a small team. When we are fully staffed, we are made up of 4 Advisors, a Head of Service, a Service Manager, a Volunteer and Community Engagement Lead, a Team Leader, an Information Lead, and volunteers. 
• Our team includes individuals with first hand experience of mental illness, offering insight and understanding.
• Our service is free, impartial, confidential, evidence-based, equality-based and non-discriminatory, non-judgemental, and empathetic.
• Some of the things we do not give advice on are neurodiverse conditions - like autism and ADHD, debt, ordinary housing, immigration, family disputes, civil legal procedures, childhood mental health, dementia, learning disabilities, and brain injury. Also, we do not provide crisis support, emotional support or counselling, or form filling, such as PIP applications.

What people said they value about our helpline and webchat service

• Advisers are kind, caring and take time to really listen.
• People feel understood, respected and supported when they need help.
• The advice is clear, useful and easy to follow.
• People often feel calmer, more hopeful and less alone after talking to us.
• The advisers take time to help and often go above and beyond to find the right support.

"The advisor could not have been more informative, more kind, more supportive. They really calmed me down. She focussed me and helped me with some of the questions I need to be asking. I am very appreciative." - Advice service client.

What people said they value about our online advice and information

• It explains complex topics in a clear and easy-to-understand way.
• People trust the information and use it for themselves, their families and their work.
• The advice is practical, with useful tips, tools and next steps.
• The resources help people, more reassured and hopeful.
• The information gives people confidence to make decisions and take positive steps forward.

“I thought your info on schizophrenia was excellent. Clearly written and easy to digest. Thank you for it. Our son lives with this condition, and this explanation is very helpful.” - Advice service client.

Between April – September 2026, people who used our service told us.....

• 94% of clients said they got the advice and information that they needed
• 95% said our service met their expectations
• 89% said they felt more informed about the issue they contacted us about
• 89% said they know more about the help and support available to them 
• 97% said they are clearer about any onward action they may need to take 
• 81% said they have a better understanding of their rights related to mental health support and other relevant issues. 
• 97% said our advisor explained things clearly        
• 95% said our advisor spent enough time with them to fully understand their advice needs      
• 96% said they felt that our advisor was kind, respectful and non-judgemental    
• 80% said they found it easy to get in touch with us
• 94% said they would you recommend our service to family and friends

Last updated September 2026.