Lifelinehelpline Reviews 

Might as well enact my end of life plan
No answer
As expected there is no support

appalling service, couldn't get through on chat to talk to someone on chat, just an automated bot. No help or advise given at all.

This service was great to begin with it helped with my depression and introvert behaviour but my support worker seemed to lose interest and I tried to reconnect to someone else and waited half hour for someone who was not compassionate almost like a computer and sounded like they didn’t want to talk. I wish more honest people would work here.

I suffer from chronic depression and was in the depths when I texted on Saturday. The response time took too long and when it did come the operator was less than helpful. Very disappointed.

I made the mistake of calling lifeline hotline to ask a simple question. The first elderly lady was rude and abrasive and useless. Probably because anyone working at 1am is far from the A team as only low quality workers are working at that time of night. I called again hoping to get a more quality human response. The 2nd lifeline worker was also rude and abrasive and just as useless. Very disappointing and I highly recommend anyone in need of help only calls lifeline during regular business hours when the A team workers will be working there. I’m disgusted by the service I was given and no longer have any faith in lifeline hotline. They were both obviously very unintelligent and to put simply disgusting human beings. Couldn’t be more disappointed.

Lifeline is supposed to be a helpline for those in distress, I was told that the line was for people in crisis (over 30 breakdowns in a month is definitely a crisis, perhaps not to some of their poorly trained call handlers). Was also told that the only service they could offer was to send two police to my house to be assessed under the mental health act. This is not true, one would expect them to be aware of this (and to be aware of the distress causable from making statements that sound like threats, vulnerable people don't necessarily want to police in their home at the best of times, certainly not in the midst of multiple breakdowns).

On one occasion I requested to speak to another call handler which had been told was my right, the woman on the other end said "Why?" in a tone I found to be aggressive, certainly not friendly. The reason for my request was that I was being interrupted whilst explaining my situation, basic stuff. If you don't listen to someone how are you supposed to help them?

Also got told whilst seeking help and very much in crisis that people were using lifeline to obtain benefits. How that was relevant information to provide someone in crisis is beyond me. Deeply shameful way to treat a vulnerable person. Sadly lifeline don't record calls so call handlers are able to use their own judgement/prejudice to handle calls in which ever way they see fit.

There are however good call handlers with empathy and kindness working for the organisation so it is with a heavy heart I give just one star. This is not a reflection on the excellent, empathetic and suitable call handlers. They would get a seven star rating. The rating reflects personal experience of being connected with people lacking in empathy, compassion and the ability to treat people with a basic level of respect. Bad apples. They have a woefully inadequate number of male call handlers. I'm not sure they have any, certainly told me they didn't. But I was told several things that were not true. I would advise other people, particularly men, that have any such issues call the Samaritans instead. They have a considerably higher number of people working for them that are made for the job. It can take a considerable time to be connected with someone but better to wait and get to talk with someone that will listen than a quick connection to some one who perhaps won't. Someone who will do you more harm than good. Lifeline may change but having spoken to a manager who half listened to my concerns I feel it would be unwise to expect anything. I imagine if call handlers are willing to bend the truth about what is actually said in a non recorded, confidential calls a manager would have to take them at their word. Also vulnerable people don't usually complain because staying alive is more important. I'd be shocked if I was the only person treated poorly by a handful of Lifeline Staff. On the off chance anyone who reads has had similar issues please share your experience. It's hard for one voice to be heard, two or more is always better..