They reach out to us when they’re scared, distressed and often completely alone. Some are in tears when they call. In the most extreme circumstances, they’re so overwhelmed they express thoughts of suicide.
Our job, our mission, is to meet them with kindness and compassion. For some, it’s the first time in a long time that someone has listened without judgement.
We take the time to understand their situation in full: what they’ve been through, what they need, and the practical details that determine the support they’re entitled to. We can’t always secure emergency accommodation immediately, but we can always bring them a step closer and crucially, ensure they know what to do next.
50,000 Young People Supported
Towards the end of 2025, we passed a huge milestone: 50,000 young people helped since the Helpline launched.
It’s hard to picture 50,000 people, enough to fill Bradford City stadium twice over. So instead, I think of individual young people and the hurdles we’ve helped them overcome.
Young people like Ava, 17, who became homeless with her dad after they were evicted from a private rental property. They were both sleeping in his van, and although Ava was still managing to attend college, she struggled to focus while dealing with daily uncertainty and exhaustion.
Their local council repeatedly refused to help, even after we challenged the decision. Finally, through our Homelessness Legal Clinic, we were able to get Ella and her father into proper temporary accommodation.
Their story is just one of thousands.
Innovation and Growth in a Tougher Landscape
This year we’ve continued to adapt and strengthen the Helpline to meet the evolving needs of young people.
- Our new WhatsApp service now offers young people a discreet and accessible way to reach us in the format they feel most comfortable using.
- The Homelessness Legal Clinic, which supported Ava, has expanded access to expert legal guidance for young people facing unlawful gatekeeping or poor housing decisions.
As we enter our tenth year, we know there will be more challenges ahead. Council gatekeeping continues to create barriers, and support services for young people remain stretched across the country. The work can be emotionally tough, we share frustrations, we shed tears, and we work hard to safeguard our own wellbeing.
But we meet these challenges together.
A Tribute to the Helpline Team
Thank you to our extraordinary team of staff and volunteers. They bring deep knowledge of homelessness legislation to every call, but they also bring warmth, empathy and patience. They support each other as much as they support the young people who rely on us.
Over the years, I’ve watched the Helpline grow, but I’ve also watched our advisors grow. They don’t just support young people on the phones:
- They speak to media outlets and participate in panel discussions.
- They represent the Helpline at Sleepout events.
- They train volunteers and build partnerships across the sector.
They are ambassadors for Centrepoint in every sense of the word.
The feedback we receive from young people says it all:
