Overview
- Three pathfinder regions — South East England, Yorkshire and Humberside, and Scotland — will test new models that include branch mergers, scale-ups and, where required, closures.
- Trials will include remote call handling focused on overnight coverage and a plan to make the online chat service available 24/7, 365 days a year.
- The charity says findings from the pilots will inform any broader rollout no earlier than the end of 2028, with changes limited to the UK for now, engagement with volunteers in Ireland beginning in 2027, and a network of fewer than 200 branches expected by 2036.
- Samaritans targets answering about 90% of contacts and limiting waits to under five minutes after responding to more than 3.3 million calls last year.
- Volunteer opposition remains intense, including warnings of resignations and calls for a no-confidence vote in chair Keith Leslie at the October annual meeting.