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Shout is the UK’s only free, 24/7 text messaging support service, powered by Mental Health Innovations

The service is proven to reach new audiences who prefer to text and helps to take pressure off local crisis phone lines and face-to-face services. Using technology, Shout is accessible by communities across the length and breadth of the UK, reaching underserved populations who would not otherwise have a means of support.

In Shout’s four years of existence, we have scaled our service to take over 2,000,000 conversations with more than 750,000 children, young people and adults who have needed immediate mental health support.

Conversations are taken by qualified, experienced clinical practitioners, overseen by Clinical Supervisors and supported by the Safeguarding team 24/7. As a digital service, the anonymised Shout dataset gives unique insight into UK mental health trends.

How Shout works

Text: 'SHOUT' to 85258

Connect: with a qualified and experienced Clinical Practitioner, supported in real-time by Clinical Supervisors

Explore: build rapport and encourage texter to open up about what’s worrying them

Plan: work together to plan how the texter can stay safe and move forwards with coping strategies

Close: conversation ends after around 45 minutes

82% of texters find their conversation helpful


Our unique track record

2 million

conversations since launch

1,500 - 2,000

daily conversations with people from every region across the UK


each conversation costs less than £10


of conversations were related to suicide


safety plans co-created with texters who were at imminent risk of suicide


the number of texters who were at imminent risk referred to emergency services

Key insights into texters

63% are children and young people

26% of school-aged texters are receiving free school meals

55% have no-one else to talk to and 38% have never spoken to anyone about their mental health before

18% identify as Autistic and 19% live with ADHD

10% live with learning disabilities

38% identify as LGBTQ+

Shout reaches vulnerable groups who are more likely to struggle with their mental health and who may not get help elsewhere.

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“Ambitions for providing appropriate and effective crisis support include that people can access support in the way that feels most suitable for them, whether that be on the phone, over text or accessing support face to face. Options are available to suit everyone’s needs and preferences.”

UK Government

Suicide Prevention Strategy for England (2023 - 2028)

How the clinically-led model works

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Benefits of the clinically-led keyword service

  • Qualified Clinical Practitioners: to support your ICB texters in mental health crisis
  • Dedicated service: quicker response times in busy periods and the flexibility to swiftly increase staffing levels to meet demand
  • Integration with your 111 service: onward signposting to your keyword from 111 (option 2)
  • Integration with local services: direct signposting to up to five local services
  • Integration with local crisis helplines: direct signposting to local 111 24/7 helplines
  • Bespoke keyword: chosen by your organisation
  • Keyword information on the Shout platform: providing volunteers with context around the person they are supporting
  • Keyword marketing consultancy: materials and tools designed and created by our marketing experts to help you promote your keyword
  • Keyword insight and trend reporting: anonymised insights and trends to help you understand the issues your keyword texters are facing

"The anonymised data we receive as a keyword partner provides valuable insights about the mental health needs of our population. Another key benefit is that Shout Volunteers can signpost texters to local services for ongoing support with their mental health. The feedback from people who are using the service has been positive."

Sarah Hall

Head of Programme - Mental Health Urgent & Emergency Care Transformation Sussex Health and Care

Our NHS partners

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"ICSs are now moving further ahead with their plans to sustain and enhance 24/7 open access... This will be further supplemented by future provision of 24/7 crisis text lines, which ICSs will integrate into their local open access crisis pathways."


Delivery plan for recovering and urgent emergency care services 2023

NHS Kent and Medway

We have partnered with Kent and Medway Local Authority since 2019. Shout is built into their integrated care system and we have supported them through more than 9,000 keyword conversations where texters have contacted us in mental health distress.

"This innovation aligns with the urgent and emergency mental health care support offer across Hampshire and the Isle of Wight, supporting people to get access to mental health response 24/7, including those who may need urgent community response. It has increased our digital interface with our citizens to ensure we break down the barriers to health inequalities and equal access to all."

Sonya Mclean

Senior Programme Manager, Mental Health Crisis Care Hampshire and Isle of Wight Integrated Care Board

Get in touch

Complete the form to contact Henry Mace, Head of Commissioned Partnerships, about how a partnership with Mental Health Innovations could work for you.