Online Referral
Accessing support at LilyAnne’s Wellbeing is simple, inclusive, and designed to remove barriers. We operate an open referral system, meaning individuals can self-refer or be referred by a professional, family member, or community organisation.
Frequently asked questions
Our Coffee Mornings are relaxed, friendly gatherings where anyone can come along to connect, chat, and share a cuppa in a welcoming, non-judgmental environment.
They’re designed to help people build confidence, reduce loneliness, and feel part of the community.
Loneliness is the feeling of being alone, disconnected, or isolated even when other people are around.
It’s a natural human emotion, but when it lasts a long time, it can affect your mental health and wellbeing.
We provide person-centred emotional and practical support for anyone struggling with their mental health or wellbeing.
This includes one-to-one wellbeing sessions, counselling, peer support, and group activities focused on confidence, connection, and recovery.
Our services are open to anyone aged 16 and over who is experiencing challenges with their mental health, emotional wellbeing, loneliness, or related life circumstances. We welcome people from all backgrounds and experiences.
Support on the High Street is a community wellbeing project delivered by LilyAnne’s Wellbeing.
It offers one-to-one emotional support, practical help, and wellbeing activities to people who may be experiencing loneliness, anxiety, low mood other difficulties affecting their mental health.
Anyone aged 16 or over living in Hartlepool or the surrounding areas can access Support on the High Street.
You do not need a diagnosis or to be under any other service we’re here for people who simply need someone to talk to or a little extra support with their wellbeing.
We support people experiencing a wide range of challenges, including:
Anxiety, stress, or low mood
Depression or emotional overwhelm
Loneliness and isolation
Bereavement or loss
Low confidence or self-esteem
Everyday struggles affecting wellbeing
If you’re not sure whether your issue fits, you’re still welcome to get in touch we’ll help you find the right support.
Everyone is welcome. Whether you’re coming on your own, with a friend, or as part of a group, you’ll be greeted by our friendly team and volunteers.
You don’t need to be receiving counselling or support from LilyAnne’s Coffee Mornings are open to the whole community.
Feeling lonely for long periods can impact both mental and physical health.
It may lead to low mood, anxiety, difficulty sleeping, or reduced confidence.
Over time, it can also increase stress and make it harder to engage in social or community activities.
Once a referral is received, our team reviews the information provided to ensure that our service is the right fit for the person’s needs.
Suitability is based on whether the support we offer such as counselling, wellbeing sessions, or emotional guidance can meet their current situation safely and effectively.
Our service is open to anyone aged 16 or over living in Hartlepool and the surrounding areas.
You don’t need a formal diagnosis if you’re finding things difficult or just need someone to talk to, we’re here to help.
No booking is needed you can just drop in!
However, if you prefer, you can call us on 01429 728040 or message our team beforehand so we can look out for you when you arrive.
You can:
Self-refer through our website form or by visiting our wellbeing hub.
Ask a professional or support worker to complete a referral on your behalf.
Once we receive your referral, our team will review it to check suitability for support.
If you meet the criteria, you’ll be contacted by text message to arrange your first appointment.
Anyone can experience loneliness at any age or stage of life.
It can happen after a life change such as bereavement, relationship breakdown, moving to a new area, health issues, or simply feeling misunderstood or unseen by others.
We will review the referral within a few days. If the person is suitable for our support, they will be contacted by text message to arrange an initial appointment at a time that suits them.
We aim to keep waiting times as short as possible.
Once your referral has been reviewed, you’ll receive a text message to book your appointment when a suitable time becomes available.
You can self-refer through our online form or ask a professional (such as a GP, social prescriber, or support worker) to refer you.
Once we receive your referral, our team will review it and, if suitable, contact you by text message to arrange an appointment.
We provide a safe, welcoming space where you can connect with others, build confidence, and feel part of a community again.
Our support includes one-to-one sessions, wellbeing activities, coffee mornings, counselling, and group projects that encourage social connection and belonging.
If we believe another service would be more appropriate, we will contact the referrer (or the individual, where appropriate) to signpost them to alternative support such as NHS mental health teams, crisis services, or community partners.
There’s no set charge to attend our Coffee Mornings.
We offer drinks and light refreshments on a donation basis, so you can give what you feel comfortable with or nothing at all.
You can self-refer through our website, call us on 01429 728040, or visit our wellbeing hub on the high street and we'll guide you through the same online self refer form.
Once we receive your referral, our team will review your details and contact you by text message if you’re suitable for support, to arrange your first appointment.
Coffee Mornings are held at our LilyAnne’s Wellbeing Hub on the high street in Hartlepool, and occasionally at other community venues.
Support is tailored to your needs. It may include:
One-to-one wellbeing sessions
Emotional support and active listening
Help with confidence, anxiety, or motivation
Practical guidance around housing, benefits, or daily living
Connection to group activities, peer support, or counselling
Our focus is on helping you feel heard, supported, and connected.
Yes. Everything you share is confidential unless we believe that you or someone else may be at serious risk of harm.
If this happens, we’ll always explain what information may need to be shared and why.
We aim to keep waiting times as short as possible. Once suitability is confirmed, appointments are offered as soon as availability allows.
No. You do not need a diagnosis to access support for loneliness.
Our service is open to anyone who feels isolated, disconnected, or in need of emotional and social support.
Our mental health and wellbeing support focuses on practical strategies, emotional wellbeing, and connecting you to community activities.
Counselling offers a deeper therapeutic space to explore emotions, past experiences, and personal growth.
Many people access both as part of their overall wellbeing journey.
Yes.
Everything you share is confidential unless we believe that you or someone else may be at serious risk of harm.
If this ever happens, we will explain what information needs to be shared and why.
You’ll be welcomed by our friendly staff and volunteers.
There’s no pressure to talk or share you can simply enjoy a drink, sit quietly, or chat with others at your own pace.
Many people come along for companionship, to meet new people, or just for a change of scenery.
We offer counselling, emotional wellbeing sessions, and one-to-one support, as well as group activities focused on mental health, loneliness, Neurotypical and neurodiversity.
No
All our loneliness and wellbeing services are free of charge.
Counselling is a safe, confidential space where you can talk about your thoughts, feelings, and experiences with a trained professional. It’s a time that’s completely focused on you helping you explore challenges, gain clarity, and find healthy ways to move forward.
The number of sessions depends on your individual needs.
Some people benefit from a few sessions, while others receive longer-term support or move into group wellbeing activities.
The number of sessions depends on your personal goals and progress.
Some people may benefit from short-term emotional support, while others engage in longer wellbeing programmes or group activities.
Yes absolutely. We understand that social settings can feel overwhelming for some people.
Our team creates a calm, supportive environment where you can come and go as you feel comfortable.
We can also help make adjustments such as quieter seating or gentle introductions to others.
All of our mental health and wellbeing support is free of charge.
We are a community-based charity that relies on funding and partnerships to make our services accessible to everyone.
We aim to respond to referrals as soon as possible.
Once we’ve reviewed your information, we’ll contact you by text to book your appointment or activity space when availability allows.
No. Counselling isn’t about being told what to do it’s about helping you explore your feelings and make your own decisions with professional guidance and support.
Counsellors don’t offer quick fixes; they help you find strength, understanding, and clarity within yourself.
No — the service is completely free.
Support on the High Street is funded through community and wellbeing partnerships to ensure everyone can access help when they need it.
Yes, you’re welcome to bring a friend, family member, or support worker.
Everyone is encouraged to come along and enjoy the welcoming atmosphere.
Most appointments take place at our LilyAnne’s Wellbeing Hub on the high street in Hartlepool.
We also offer community outreach in nearby venues and online sessions where suitable.
Yes. Members of the LilyAnne’s Wellbeing team are always on hand if you need to talk privately or would like information about accessing further support such as counselling, one-to-one wellbeing sessions, or group activities.
We aim to review all referrals promptly.
If you are suitable for our support, you’ll receive a text message to arrange your first appointment as soon as availability allows.
If you’re feeling stuck, overwhelmed, or just need a space to talk, counselling can help.
You don’t need to be in crisis many people use counselling as a way to understand themselves better and improve their wellbeing.
If you’re unsure, our team can discuss your needs and help you decide if it’s the right support for you.
Absolutely. Many people feel nervous at first, but our team and volunteers will welcome you and help you settle in.
You’re always free to go at your own pace there’s no pressure to share or join in until you feel comfortable.
LilyAnne’s Wellbeing is not a crisis service.
If you need immediate help, please:
Call NHS 111 (Option 2) for urgent mental health advice
Contact the Samaritans on 116 123 (24/7)
Visit our Resources page for other sources of emergency support
If you are in danger, please call 999 or go to your nearest Accident & Emergency (A&E) department.
That’s completely normal many people feel the same. You can contact us beforehand and let us know, and a member of our team can meet you at the door and help you settle in.
We promise a warm welcome, no pressure, and plenty of kindness.
You’re always welcome to come back to LilyAnne’s Wellbeing.
We’re here as an ongoing community space where you can reconnect, join new activities, or access one-to-one support whenever you need it.
Each session is a private conversation between you and your counsellor. You’ll have the space to talk openly at your own pace.
Your counsellor will listen without judgement, help you make sense of your experiences, and support you in finding your own ways to cope and grow.
If we feel another service would be better placed to meet your needs, we’ll let you know and offer signposting or onward referral to trusted local partners such as NHS mental health teams, crisis support, or housing and financial advice services.
If you are in crisis or feel unsafe, please contact NHS 111 (Option 2) for urgent mental health support, or the Samaritansat 116 123 (24/7).
You can also visit our Resources page for immediate help options.
LilyAnne’s Wellbeing is not a crisis service.
If you need immediate mental health support, please:
Call NHS 111 (Option 2) for urgent mental health advice
Contact the Samaritans on 116 123 (24 hours a day)
Visit our Resources page at www.lilyannes.co.uk/resources
You can talk about anything that’s affecting you.
This might include mental health challenges, loneliness, trauma, family or relationship difficulties, self-esteem, identity, or work-related stress.
There’s no issue too big or too small what matters is that it’s important to you.
Counselling can help you understand yourself better, manage difficult emotions, and build confidence.
Many people come to counselling for support with anxiety, stress, low mood, relationships, grief, or life changes.
It can also help you develop coping strategies and improve your overall wellbeing.