What happens when I call VoiceAbility?
What to expect when you phone the VoiceAbility helpline.
Many people find it difficult to make phone calls. It can be helpful to know what to expect.
Here’s what happens when you call VoiceAbility’s free helpline.
1: we’ll ask you where you live
VoiceAbility provides services in Scotland and in England.
You’ll be offered two options by an automated voice.
- Press 1 for services in Scotland
- Press 2 for services in England
If you don’t press anything, your call will be put through to an advocate who will find you the right person to talk to.
2: we’ll ask you what support you’re looking for
Depending on where you live, you’ll be offered new options to choose from by an automated voice.
In Scotland:
- Press 1 for Social Security Benefits Advocacy
- Press 2 for other advocacy services
- Press 3 for anything else, or if you aren’t sure
In England:
- Press 1 for advocacy services
- Press 2 for Care and Treatment Review (CTR) requests
- Press 3 for anything else, or if you aren’t sure
If you don’t press anything, your call will be put through to an advocate who will find you the right person to talk to.
3: an advocate will answer your call
There may be a short wait while we put you through to an advocate. They’ll ask you some questions about what’s happening, to find out what support you need.
You might find it helpful to think about what you want to say before you call us, or make some notes to refer to.
What happens if I’m calling you back about something I’ve already talked to you about?
VoiceAbility has a new phone system which will recognise your phone number if you’ve called us before. That means we can find your information quickly.
The person you’re talking to may not have spoken to you before, but they will be able to see what you said last time, so you won’t have to repeat yourself.
If you’re a professional who has referred several people to us, we’ll ask you to tell us who you’re calling about.
Will I get to speak to the same person each time I call?
It’s possible, but you will probably speak to a different person each time you call the helpline.
Why has the automated voice changed?
If you called us before 18 May 2023, you may have heard a different automated voice at the start of your call. This has changed because we’re using a new phone system.
Can I contact you without using a phone?
Yes. There are three other ways to make a referral or ask questions.
You can make a referral online.
You can email us at helpline.scotland@voiceability.org for services in Scotland, and helpline@voiceability.org for services in England.
You can open a webchat with an advocate between 9am and 5pm Monday to Friday, except on Bank Holidays. To start, click the ‘Chat with an advocate’ button at the bottom right of your screen.