text messages have saved lives in 3 million conversations with youth

An innovative text messaging support service has been transforming the lives of young people in emergency situations across the United Kingdom, reaching the impressive milestone of three million conversations since its inception in 2018. Known as Shout, the project offers free, round-the-clock support, handling about 2,000 messages daily from individuals facing mental health crises, such as suicidal thoughts. Recently, the Prince of Wales, William, visited the initiative’s headquarters in west London, meeting volunteers and young users of the service, which stands out for its accessible approach tailored to the digital generation. Unlike traditional phone helplines, Shout allows users to seek help via text or even emojis, often late at night when emotions run high.

Ease of access is one of the cornerstones of the program’s success. Young people hesitant to speak over the phone find texting a less intimidating way to express deep feelings like depression, anxiety, or loneliness. During the visit, William heard moving stories, such as that of Ben West, a volunteer whose personal experience with the loss of his brother Sam, who took his own life in 2018, drove him to join the effort. The service, launched by Mental Health Innovations with support from the Royal Foundation, has been responsible for direct interventions by emergency services in 35,000 cases of imminent risk, underscoring its real impact on preventing tragedies.

The prince’s interest in mental health is well-established. He previously volunteered on the text helpline during the Covid-19 pandemic after undergoing training, describing the experience as both challenging and memorable. The initiative reflects a shift in mental health support for newer generations, providing a discreet and immediate channel for those in need.

How Shout revolutionized mental health support

A bridge for youth in silence

Shout was launched in May 2018 to address a growing demand for mental health services suited to the digital habits of young people. With 2,000 active volunteers, the service operates under the number 85258, responding to messages ranging from explicit cries for help to subtle hints, like sad emojis. During his visit, Prince William explored the volunteer training system, guided by Ben West, who emphasized young people’s preference for texting over phone calls. This trend reflects a generation raised with smartphones, for whom texting feels like a natural, unburdened language free of the pressure to verbalize complex issues.

Since its start, the program has tackled a variety of issues, including stress, self-harm, relationship struggles, and loneliness. Recent data shows that 37% of incoming messages involve suicidal thoughts, a significant rise from the 25% recorded at launch. This increase in the severity of crises is paired with a surge in demand from children aged 13 or younger, pointing to a wave of anxiety affecting even the youngest. Shout has become a vital resource for these groups, many of whom shy away from traditional help due to shame or fear of judgment.

Stories driving the mission

Ben West shared with the prince his personal motivation for joining Shout. After losing his brother Sam, who battled depression and felt ashamed of his diagnosis, Ben saw the service as a tool that could have made a difference. He recounted instances where users revealed secrets never shared before, underscoring the privilege of providing support in such fragile moments. Another striking figure is that, on 35,000 occasions, contact with Shout triggered direct intervention by emergency services, saving lives in critical situations. William’s visit highlighted the human impact of the project, with accounts from volunteers and beneficiaries illustrating how a simple text can alter a fate.

Details and reach of the Shout service

How text support works

Shout operates simply and effectively. Anyone in the UK can text 85258 at any time, starting a conversation with a trained volunteer. The service is confidential and focuses on listening, advising, and, when needed, referring to specialized care. Victoria Hornby, chief executive of Mental Health Innovations, explained that message peaks occur on Sunday nights, when the pressures of the upcoming week—whether at school, college, or work—heighten. The discretion of texting allows users to seek help without being overheard, a key factor for those hesitant to voice their struggles aloud.

The service also adapts to the needs of diverse groups. Beyond youth, middle-aged men, who traditionally avoid discussing mental health, have found Shout a safe outlet. A report from Imperial College London noted that two-thirds of users feel calmer after conversations, while wait times for help—impacting 1.5 million people in the UK health system—are shortened with this digital approach. Merging with The Mix, a youth-focused service, promises to broaden its scope further, adding peer counseling and preventive guidance.

Shout milestone timeline

Shout’s growth reflects its role in modern mental health care. Key moments include:

• May 2018: launched by Mental Health Innovations with Royal Foundation support.
• 2020: Prince William volunteers during the Covid-19 pandemic.
• March 2025: reaches three million conversations and 35,000 emergency interventions.

William’s visit on March 6, 2025, marked another step in solidifying the project, which aims to expand its services to reach even more people in crisis.

Impact and future of Shout in the UK

Saving lives one text at a time

Shout’s ability to intervene in critical moments is undeniable. Handling 2,000 daily messages, the service has conducted three million conversations, many with youth facing suicidal thoughts or severe crises. Victoria Hornby highlighted the rising severity of cases, with issues like body image, sexuality, and isolation gaining prominence among reasons for contact. For Prince William, a longtime advocate for mental health through efforts like Heads Together, Shout transcends a text line: it’s a lifesaving tool offering immediate support and preventing crises from worsening.

The impact also eases pressure on the public health system. With 100,000 children and youth awaiting psychological care in the UK, digital services like Shout bridge gaps, providing swift responses while longer-term treatments remain unavailable. The royal visit brought visibility to the project, reinforcing its potential as a model for similar initiatives worldwide.

Tips for those seeking help

Reaching out can be tough, but Shout simplifies the process. Here are some tips for those considering the service:

• Text 85258 anytime, even with just an emoji or a single word.
• Be honest about your feelings; volunteers are trained to listen without judgment.
• Use it as a first step, knowing it can connect you to further resources if needed.

Shout doesn’t replace traditional care but serves as an essential bridge for those in crisis. Prince William’s volunteering stint, which he called “terrifying” yet rewarding, mirrors the emotional weight of each response. For Ben West, the wish that Shout had existed for his brother Sam encapsulates the mission: to offer hope where silence once prevailed.