Talking Matters Northumberland is currently undergoing a branding update. In due course, this website will be replaced by a new service page on Mental Health Matters website (

Terms and Conditions of Use
All use of this service is subject to the following Terms and Conditions which should be read in conjunction with the Website Terms and Conditions / Privacy Statement which shall also apply.

Mental Health Matters reserve the right to change these Terms and Conditions at any time by updating the text on this page. Please review the terms and conditions regularly as further use of the MHM Online Support Service after changes to the terms and conditions are posted means that you agree to be legally bound by the updated Terms and Conditions.

The Online Support service is intended to provide emotional and crisis support only. It is not intended to provide medical or professional advice. MHM does not accept liability to any person relating to the use of any information contained within or exchanged via the Online Support.

If MHM is in breach of these Terms and Conditions, it will only be responsible for any losses that you suffer as a result to the extent that they are a foreseeable consequence to both of us at the time you use the site.

This “Disclaimer” section shall not limit or affect MHM’s liability resulting from any services provided through the site being found to be unsafe or if something MHM does negligently causes death or personal injury.

Service Availability
The online support service has been developed to provide support to those residing in the South Tyneside area. The aim of the service is to enhance support available to people aged over 16 living in this area.

The service is available between 5pm and 11pm each evening. You will not be able to access the service outside of these hours and no response can be provided.

In the event that the Helpline / Online Support Service is busy, you will be made aware that your request for support is being held in a queue until the next staff member becomes available.

Should you require urgent support please telephone:

Should you require urgent medical assistance please telephone:

  • The emergency services on 999

Should you access online support on more than one occasion, due to the way in which the service is delivered, we are unable to offer you a response from the same member of staff on each occasion.

Because of the nature of the internet, errors and omissions do occur and MHM does not give any other warranties in respect of service availability.

Third Party Websites
Staff operating MHM’s online support service have the ability to ‘push’ external links and web pages to the person accessing this service. Such links are provided for the convenience of the person accessing the service. MHM does not control such websites, and it is not responsible for their content. Use of such websites does not imply any endorsement of the material therein contained. The person accessing the service is solely responsible for evaluating the accuracy, value and integrity of any information, goods, advice or services offered by such websites.

Virus Protection
Whilst MHM will take reasonable steps to safeguard its website and the online service from viruses and other potentially dangerous software, MHM accepts no liability for any virus or other potentially dangerous software that it has been unable to exclude. You are asked, therefore to take all appropriate safeguards before downloading information from the website or accessing the online support service.

Privacy and Data Protection
The online support service is a confidential service and MHM are committed to protecting your privacy. However in registering with the service you are giving your full consent to MHM that we can share information with relevant agencies in the event that you provide any information that leads staff to believe that:

  • you are at risk of harm to yourself
  • you are at risk of harm to others
  • a caller threatens a member of MHM staff
  • an act of crime or terrorism has or is likely to be committed
  • there is a child at risk of harm of any kind

MHM must also inform you that we may be forced to divulge information shared with us in the event that we receive a court order requiring us to so.

MHM aim to ensure that if we believe it is necessary to share your information with a third party, or if we are legally obliged to do so, we will take reasonable steps to make you aware of this and offer you any support that you may need in connection to this.

Registration for the service requires you to provide certain information. This includes your preferred name, your gender, your age and your location. This information is requested to enable MHM to provide you with support that is tailored to your needs.

When you access the service, staff are able to see your email address, and this will be stored in the system to enable MHM to reply to you.

Any information that is recorded about you by MHM when using the Online Support Service is stored confidentially within MHM. MHM may use the information for training purposes.

Access to Personal Information held by MHM’s Online Support Service
In accordance with Data Protection legislation, you have the right to request a copy of information held about you by MHM and to have any inaccuracies corrected (a charge of £10 is made for the administration of any information requests).

Please address requests to the Deputy Director of Helpline and Counselling Support Services, MHM, Avalon House, Sunderland Enterprise Park, Sunderland, SR5 3XJ (email:

During the course of any visit to, including the Online Support Service, the pages that you see, along with a short text file called a ‘cookie’ are downloaded to your computer. Cookies enable website publishers to find out if a computer and potentially a user has visited the website before.

In relation to the Online Support Service, cookies may enable MHM to provide support that is based on information that you have provided during a previous visit to the site / service. It is not our intention to use this information in any other way.

If you do not wish this information to be recorded you can set your computer to reject cookies. For guidance on how to do this, or to find out further information about finding and controlling your cookies, please visit

If you would like to register and access this service please click on the link below. You must then complete the registration form and then click the ‘Register’ button. By doing so you agree to accept the terms and conditions of MHM’s Website and Online Support Service as detailed above.

Mental health Matters Time Online Support Service
If you have any questions about these Terms and Conditions please contact before you register.

We may suspend or cancel your registration immediately at our reasonable discretion or if you breach any of your obligations under these Terms and Conditions.

You can cancel your registration at any time by informing us in writing at If you do so, you must stop using the service.

The suspension or cancellation of your registration and your right to use the service shall not affect either your or our statutory rights or liabilities.