ERIC Helpline

Our highly trained advisors can provide specialist information and advice on any childhood continence issue. Call us for answers, support or just to talk to someone who knows about wee and poo problems.

All the information our team provides is based on guidelines produced by NICE – the National Institute for Health and Care Excellence.

Our advisors cannot diagnose or give medical advice. Seek advice from your GP or other healthcare provider as needed. You can also call NHS Direct on 111 (for England and Scotland), or 0845 46 47 (in Wales).

All Helpline calls are recorded for training and monitoring purposes.

Contacting the Helpline

To speak to an advisor please call FREEPHONE 0808 801 0343. The Helpline is open Monday - Thursday, 10am to 2pm and is free to call from landline and mobile numbers.

We are a small team and experience extremely high levels of demand on the telephone service.

If you are unable to be connected to an advisor or if you would like to recieve support by email, please complete a webform by clicking on the red button below.

We aim to be able to respond to email enquiries within 7 working days.

Please use this webform to request support from an advisor trained in British Sign Language or to receive support in a language other than English.

Other ways to get help

Our Family Services Team host regular free webinar events for parents and carers. Our advisors talk about common bowel, bladder and toileting issues, and give information about how to tackle common conditions such as constipation, witholding, daytime wetting accidents and bedwetting.

Recordings of many of our webinars recorded this year are available to watch on our Family Events page.

Our Family Services team

Our small team of expert advisors are trained by healthcare professionals to provide up-to-date information and emotional support on a wide range of continence issues.

They are supported by volunteers who generously give their time, working shifts to answer calls and respond to emails.

Speak to our Helpline advisors in another language

If English is not your first language, or you would just prefer to talk to us in another language, you can contact our Helpline and ask to speak to us through the interpreting service Language Line.

What is Language Line?

Language Line is an interpretation service. Their professional interpreters offer over 200 languages. Using this service enables us to have a three-way Helpline call with you.

Please note that you will need to contact us to request this service. If you are not able to make the call yourself, you can ask someone to do this on your behalf.

Find out how to arrange for a Language Line translator for your Helpline call with ERIC.

Requesting British Sign Language support

Confidentiality and personal information

Our Helpline is a private and confidential service. This means that what you choose to share with us remains confidential.

However in rare circumstances, for example if we have reason to believe that you or someone else is at risk of significant and immediate harm, ERIC has a duty to break confidentiality and pass on information to a relevant third party.

Our privacy policy has more information on how we keep your data safe.

All Helpline calls are recorded for training and monitoring purposes.

We’re members of The Helplines Partnership and adhere to their good practice standards.

We encourage a supportive and respectful environment on the Helpline. Our advisors will always treat you with courtesy and consideration. Please treat them with kindness in return.

Further information

With your help, we can ensure that our services keep reaching the families who need us.

Links to support groups and organisations providing information about bladder and bowel conditions.

Guidance on what to do if you are unhappy with any of the services provided by ERIC. 

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