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Search engines, social media and referrals


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In terms of where people struggling with the cost of living crisis are hearing about Shout, half of them (50%) have found us through searching on Google. This includes signposting to Shout from the Google OneBox for search terms relating to suicide. We see a large number of referrals from the NHS including GPs (11%), 10% come from family and friends and 8% have heard about us from social media.

The word cloud above indicates the types of searches people with financial concerns tell us they’re making on Google to find mental health support, with people specifically searching for text-based services.

Case study: Lighthouse Construction Industry Charity

The Lighthouse Charity provides emotional, physical and financial wellbeing support to the construction community and their families. Their audiences have been affected by the cost of

living crisis in the UK, both in terms of the day to day impact on their personal finances, but also through the reduced amount of work and income available within the industry. This has led to increased debt and worsening mental health as they struggle to cope. They partnered with Mental Health Innovations to improve mental health and reduce the number of suicides in the industry. They provide their clients with anonymous, confidential mental health support via Shout’s text message service.

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“Often workers are away from home with no support system close to them so are isolated and vulnerable. We felt that Shout would complement the services we provide as a proactive resource for those feeling uncomfortable speaking on the telephone or having difficulty finding a place and time to talk.”

Sarah Bolton, Chief Operations Officer

Lighthouse Charity

Partnerships to reach financially vulnerable people

Shout is commissioned by nearly 100 organisations across a huge range of sectors who are then able to offer their audiences bespoke access to our mental health support through a tailored ‘keyword’ that can be texted to 85258. In the current economic climate we are seeing increasingly that organisations such as Cadent, EDF Energy, Anglian Water and Sovereign Housing are commissioning us to support their customers, who are struggling financially, and in some cases to also support their staff who are having distressing conversations with them.

Case study: Cadent Gas

Cadent came to Mental Health Innovations wanting to offer mental health support to their customers living in vulnerable situations. Through Cadent’s Vulnerability and Carbon Monoxide (VCMA) projects, they have seen an increased number of people in need seeking support with their energy bill, with inefficient gas appliances, or at risk of carbon monoxide poisoning.

They commissioned a keyword which their customers can use to access the Shout text messaging support service. Cadent’s gas engineers visit homes and regularly come into direct contact with individuals who may be vulnerable, so they can directly hand them details of their Shout keyword.

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"Services like Shout can act as a lifeline to a person experiencing difficulties with their mental health. Shout’s text message support offers our customers and colleagues who would not normally be comfortable speaking with a mental health advisor a way to seek help via an anonymous service.”

Sam Graham, Technical Manager

Cadent Gas

Explore the report

Executive Summary Cost of living increase in the UK and impact on mental health Shout’s accessible mental health support Cost of living crisis and Shout data Conclusion Download the full report