Help us shape the future of our advice and information service
We’re working to make our Advice and Information Service (RAIS) more inclusive, accessible, and helpful and we’d love your input to help us get there.
Whether you’ve contacted the service before, read our online information or just care about better mental health support, your voice matters.
You can read what we’ve done so far and how your feedback is already making a difference here.
Let’s build the future together
We want to hear from people whose voices aren’t always heard in mental health conversations. This could be because of your ethnicity, gender identity, sexuality, disability, age, or any other part of who you are. We believe everyone’s experience matters, and we know not everyone has had the same access to support or the same chance to be heard.
How can I get involved?
Join us as an Expert by Experience (EbE)
We want our advice and information to truly reflect the needs of the people we support. That’s why we involve Experts by Experience (EbEs) people who bring real-life insight to mental health.
What is an Expert by Experience (EbE)?
An EbE is someone who:
• Has lived experience of mental illness
• Cares for or supports someone with mental health challenges
• Works professionally in mental health services
By sharing your perspective, you’ll help shape the guidance we offer, making it more relevant, compassionate, and effective. Join us in putting lived experience at the heart of everything we do.
You can read more about how we produce our information here.
If you would like to help provide feedback on our information, we would love to hear from you at feedback@rethink.org
Thank you for helping us make a difference. We cannot wait to hear from you!
Provide feedback if you contact RAIS
When you contact us by phone or webchat our advisers will ask you some questions about yourself, like your ethnicity, gender identity, or sexual orientation. We know these are personal questions and you don’t have to answer if you don’t want to. But if you do choose to share, it helps us make our service more inclusive and fair for everyone.
Why your answers matter to our service
Answers aren’t just responses—they’re insight. The more we understand, the better we can shape a service that truly meets your needs. By gathering and learning from your answers, we can:
- Spot trends and improve support – Answers help us see what’s working well and where we can do better.
- Plan for the future – With a clearer picture, we can make informed decisions that benefit everyone long-term.
- Create a smoother experience – When we know more about what matters to you, we can tailor our service to make it easier and more helpful.
How do answers help during a call or webchat?
Imagine calling or chatting and feeling like the advisor really “gets” you. That’s what answers can do. When advisors have the right information, they can:
- Personalize the conversation – No need to repeat yourself; we already understand your situation.
- Offer quicker, better solutions – With context at hand, advisors can guide you to the right support faster.
- Make every interaction count – Answers help us focus on what matters most to you.
Completing surveys
You will also be invited to complete a quick feedback survey after your call or webchat. We’ll also send a follow-up survey 6–8 weeks after a call to our adviceline, to hear about your experience after receiving advice and information.
Every bit of feedback makes a difference. By taking part in our surveys, you help us celebrate what’s great and create even more positive change.
We’ll keep this page updated with new ways to get involved. Together, we can make the Advice and Information Service more inclusive, accessible, and helpful for everyone.