Samaritans has announced a significant overhaul of its operations, with plans to shut down at least 100 branches across the UK and Ireland.
The mental health charity aims to transition towards larger regional hubs and explore remote call handling to meet changing demands.
The organisation, which currently operates 201 branches, revealed its restructuring vision to volunteers through a recent internal video. Over the next seven to ten years, the charity expects to reduce its branch network by half and consolidate services into fewer, larger locations.
Samaritans has over 22,000 listening volunteers, who respond to calls and messages from individuals in emotional or mental health crisis. Its helplines receive a contact every 10 seconds, and some branches also provide face-to-face support.
Chief Executive Julie Bentley explained that a substantial portion of the charity’s fundraising income is being spent on maintaining physical buildings rather than enhancing services. The move to larger hubs is designed to reduce operational costs and allow more volunteers to work together during longer shifts.
The charity emphasised that the restructuring aims to make services more accessible and flexible, without reducing the level of support offered. It also hopes to boost volunteer numbers by allowing greater flexibility, especially through remote volunteering options.
However, the proposed changes have raised concerns among some long-standing volunteers. Many fear that the shift to regional hubs and remote operations may create a call-centre atmosphere, diminishing the sense of community that smaller branches offer.
There is particular concern for older volunteers, many of whom may find it difficult to travel longer distances to larger city-based hubs. Others worry about handling sensitive calls from home without the immediate support of fellow volunteers.
One volunteer expressed concerns that the shift undermines the need for a safe, supportive environment when dealing with distressing calls. They questioned whether such changes are suitable for the nature of the work, citing the importance of in-person support for both volunteers and callers.
Despite the criticism, Samaritans believes remote volunteering could attract individuals unable to reach physical branches, particularly during night shifts, which are harder to fill. The organisation assured volunteers that all proposed changes would be phased over several years and will only proceed after a consultation process, with final decisions expected in September.
Volunteers have requested transparency regarding the charity’s finances, specifically the cost of maintaining branches and the projected savings from closures.
According to Samaritans’ latest accounts for 2023-2024, the charity holds £7 million in fixed assets, including property. It has allocated £28,000 for property maintenance and £287,000 for branch support. The charity received £24.6 million in charitable income last year. However, it has acknowledged a third consecutive year of declining income and rising operational costs, leading to delays and cancellations of certain projects.
In a formal statement, Bentley reaffirmed the charity’s commitment to providing vital, round-the-clock support.
She stated that changing volunteer and caller needs require a fresh approach to service delivery. Bentley added that maintaining over 200 branches with varying volunteer sizes is no longer viable and that this restructure is aimed at enabling more responsive, efficient, and sustainable care.
