January 2026 marks a significant milestone for Scottish Women’s Aid: ten years of managing Scotland’s Domestic Abuse and Forced Marriage Helpline. A decade of being there, 24 hours a day, seven days a week, for anyone affected by domestic abuse or forced marriage across Scotland.
Where we began?
While a national helpline existed before, Scottish Women’s Aid was first awarded the Scottish Government contract to deliver the service in 2015, and we developed a new helpline from the ground up. The national helpline moved from local delivery to its natural home, within the leading national domestic abuse organisation. Scottish Women’s Aid brought decades of expertise in women’s experiences of domestic abuse, and partnered with Respect to support men, so the helpline could serve anyone who needed it.
On 18 January 2016, we launched with a team of five, a phone line, and a commitment to meet a critical need. Our founding helpline team shaped the service together, some of them with a long history of experience in the Women’s Aid network, some new to it, and some with lived experience of domestic abuse.
In the first week, we received around ten calls. In the first year, a little over 3,000. Our initial website was simple, just a way for people to find our phone number. We were small, but dynamic and dedicated. Our initial work was to raise awareness.
How we’ve grown?
From around 3,000 contacts in our first year to more than 20,000 last year, every conversation mattered. The increase reflects growing awareness – more people recognising abuse, knowing we exist, and knowing it’s safe to contact us. Today, we’re a team of more than 30 staff, ready to listen and respond.
The helpline has evolved into a multi-channel service: phone, email, web chat, SMS, and WhatsApp. The helpline website www.sdafmh.org.uk has become a useful information resource in its own right. These developments have removed barriers, so people can reach us and get what they need in the way that works best for them.
The COVID-19 pandemic defined a large part of the last decade. It brought challenges, but also accelerated the helpline’s development. We transformed rapidly, from everyone working in one Edinburgh office, to remote and hybrid working with modern technology. Now, if something goes wrong with one building or area, the helpline keeps running.
This made us a truly national service – recruiting from across Scotland, not just Edinburgh and the surrounding area. We can attract excellent staff from all over the country and our diverse team brings a broader understanding of different experiences of domestic abuse and forced marriage, including in remote and rural communities.
The helpline is now established, but we’re always listening and learning. We’ve maintained Helplines Standard quality accreditation for the past seven years, and the quality of the service was recognised when we were named Helpline of the Year 2024, along with a Staff Wellbeing and Support Award.
Who we’ve been here for?
The people who’ve contacted us are as diverse as Scotland itself. People of all backgrounds, genders, and ages. Some are in crisis, needing immediate safety information. Others are ready to talk about past experiences. Some know exactly what they’re facing; others aren’t sure if what’s happening “counts”. We speak to people through confidential interpreters, Contact Scotland BSL, or text relay when needed. We hear from worried friends, family members, and professionals seeking guidance.
What stayed the same?
For anyone who needs us, our approach has remained the same since the beginning. It is safe to speak to us in confidence. We believe you. We will never tell you what to do, or judge you – we listen, provide emotional support and specialist information, and help you explore options at your own pace.
Comparing feedback from callers in our early days – handwritten comments on flipchart paper on the office wall – to today’s digital feedback survey responses, the themes remain consistent. People describe feeling heard, believed, and supported. They tell us it made a difference having somewhere to turn.
“It was a relief to be believed after years of abuse. Thank you for being there when I needed it most.” – Past helpline caller
As we mark this ten-year milestone, we celebrate our colleagues, past and present, who have made the helpline what it is today.
Scottish Women’s Aid exists to see a Scotland without domestic abuse. Until that day comes, we’ll be here on the helpline every time the phone rings, every time a message comes through – for as long as we’re needed.
If you or someone you know needs support, Scotland’s Domestic Abuse and Forced Marriage Helpline is here 24/7. Phone 0800 027 1234, text or WhatsApp 07401 288 595, web chat www.sdafmh.org.uk, email helpline@sdafmh.org.uk.
