Advice and Guidance Helpline

Our Helpline is here to help. We give free independent information, advice and guidance on a range of topics relating to childhood deafness. 

Please note, based on research and recommendations from the Royal Society for the Prevention of Accidents, it is our policy that we do not speak to people on the phone while they are driving, including those using hands-free devices. We ask drivers to wait until they are safely parked or arrive at their destination before calling.

What we can help with

We can provide support on a range of topics related to childhood deafness, including:

• Diagnosis and how to work with health professionals
• Education, including early years, special educational needs (SEN), further and higher education
• Welfare benefits and other financial support
• Communication options and support
• Technology and equipment to support deafness
• Disability discrimination issues
• Options after leaving school
• Finding support in your area

If you need specialist advice and guidance, we can refer you to our team of experts, such as our Advice and Guidance Officers or Advice and Guidance Education Appeals Specialist teams.

English isn't your first language? We can call you back with an interpreter in your preferred language for free. Fluent Welsh speaker usually available Monday-Wednesday. 

We also give information, advice and guidance to professionals working with deaf children and young people. Visit the professional's Helpline page for more information.

What we can’t help with

• Deaf adults over 25
• Hearing children with deaf parents
• Housing questions
• Immigration questions
• Deaf children and young people who live outside of the UK
• Those with Auditory Processing Disorder (APD)
• Fundraising enquiries or general enquiries. Please visit our Contact Us page for more information

Getting the most from the Helpline

• Set aside enough time: calls and web chats can often take up to 20 minutes.
• Try to find a quiet place to contact us.
• Have a pen and paper to hand, along with any paperwork you want to discuss.
• When you email, include details of your child’s age and the area you live in. This will help us to give you the right information.
• If your enquiry is urgent, please contact us by phone, web chat or BSL video relay during opening hours.

How we use your information

• Calls to the Helpline may be recorded for training and monitoring purposes
• You have the right to object to your data being processed: if you do, we will explain what that means
• For more detail on how we process your data, view our privacy statement

How did our Helpline team do?

If you have a couple of minutes, it would be great if you could complete our short survey about your contact with the Helpline.