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The way to contact mental health crisis services in our region is changing

Posted: 28/08/25

From 1 October, call NHS 111 not local 0800 crisis numbers

Last year, the NHS 111 ‘mental health’ option was launched across the country. That means wherever you are, you can get help in a mental health crisis by calling NHS 111.

If you call 111 from the Northumberland, Tyneside, Sunderland or North Cumbria and select the ‘mental health’ option, you’ll speak to the team of call handlers employed by Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust (CNTW). They will listen, ask you some questions, and find the right support for you.

Because this service is now up-and-running, from 1 October we will be switching off the local 0800 numbers which people used to use to call for crisis support.

Instead, if you or someone you know is experiencing a mental health crisis, you should call NHS 111 and select the ‘mental health’ option. NHS 111 is free and available 24/7, every day, just like the old 0800 numbers.

Our crisis teams and services are not changing or going away. You’ll still receive the same expert help from our trained mental health teams. It’s just the number to call them on that’s changing.

From 1 October, these 0800 crisis numbers will be closed:

  • Cumbria: 0800 652 2865
  • Newcastle and Gateshead: 0800 652 2863
  • North Tyneside and Northumberland: 0800 652 2861
  • South Tyneside and Sunderland: 0800 652 2867

If you have these 0800 numbers saved or noted down anywhere, please make sure you update them to NHS 111.

New regional text number for users of British Sign Language (BSL)

We also currently have separate text numbers in our four localities which d/Deaf British Sign Language (BSL) users can use to text crisis services:

  • Cumbria: 077595 656 226
  • Newcastle or Gateshead: 07919 228 548
  • North Tyneside or Northumberland: 07887 625 277
  • South Tyneside or Sunderland: 07889 036 280

From 1 October 2025 these are being replaced by one single text number covering all of these areas. This new text number will be 07860 064 775.

Texts will still be received and replied to by the same trained mental health teams. It’s just the number to text them on that’s changing.

d/Deaf people can also access NHS 111 using SignVideo or by calling 18001 111 using the Relay UK app or a textphone.

(People who are not BSL users who prefer to text can send the word ‘CALMER’ to 85258 for 24/7 support from mental health charity SHOUT.)

These changes should make it easier for people to know where to turn for help in a mental health crisis. (At the moment, people have to remember or look up a different number to call depending on where they live.)

Frequently Asked Questions (FAQs)

  • Which numbers are being switched off? What area does this change affect?

    We (CNTW NHS Trust) provide crisis services for North Cumbria, Northumberland, Newcastle, Gateshead, North and South Tyneside, and Sunderland.

    We currently have separate 0800 crisis numbers and text numbers for BSL users in each of the four “localities” that we cover. These are the numbers that will be switched off on 1 October 2025:

    • Cumbria:
      • 0800 652 2865
      • 077595 656 226
    • Newcastle and Gateshead:
      • 0800 652 2863
      • 07919 228 548
    • North Tyneside and Northumberland:
      • 0800 652 2861
      • 07887 625 277
    • South Tyneside and Sunderland:
      • 0800 652 2867
      • 07889 036 280

    Instead, people should call NHS 111, or text 07860 064 775 if they use BSL and live in these areas.

    Our telephone lines for professionals are not changing.

    The services offered by Tees, Esk and Wear Valley NHS Foundation Trust (TEWV) in County Durham and Darlington, Teesside, North Yorkshire, York and Selby are separate from ours. They are not changing.

  • Does this mean the Crisis Teams are changing?

    No. Local Crisis Teams are not changing or going away. It is only the telephone number to contact in a crisis that is changing.

  • When will these numbers stop taking calls / texts?

    From 1 October 2025, anyone calling the 0800 numbers listed above will hear an automated message advising them that this number is closed, and they need to call NHS 111 and select the ‘mental health’ option for crisis support. (The line will then hang up.)

    From 1 October 2025, for a period of time anyone texting the local numbers for BSL users listed above will receive a reply advising them that this number is closed, and they need to text 07860 064 775.

  • Why are these local numbers being switched off?

    Now the NHS 111 mental health option has been launched and running successfully for over a year, it is time to switch off the local 0800 numbers which it replaced.

    Since last April, we have kept our local 0800 crisis phone numbers active at the same time as NHS 111. We did this to make sure that people could still easily access the help they need while we raised awareness of the NHS 111 option.

    We are now making plans to switch off the old 0800 and text numbers, and to make sure everybody knows about this change.

    We are also taking this opportunity to centralise our local text numbers for BSL users into one regional text number.

    These changes should make it easier for people to know where to turn for help in a mental health crisis. (At the moment, people have to remember or look up a different number to call depending on where they live.)

  • What is a mental health crisis / when should I contact these numbers?

    A mental health crisis can mean different things to different people, but it is usually when someone’s mental or emotional state gets worse quickly. They might be struggling to cope or be in control of their situation. It is important to get help quickly by calling NHS 111.

    (If you’re d/Deaf and use BSL, you can text 07860 064 775. Or, access NHS 111 using SignVideo or by calling 18001 111 using the Relay UK app or a textphone)

    If you or someone else is physically hurt, or if someone’s life is at risk, you should call 999 or go to A&E.

  • What will happen when I contact you for help in a crisis? Who will I speak to, and how can they help me?

    Your call will be answered by a mental health advisor. These staff have lots of experience and training around supporting people in distress over the phone. They will ask you some questions and listen to you, to help you get the support you need.

    The mental health advisors are supervised by clinicians (such as Mental Health Nurses). If the mental health advisors thinks you need further assessment or triage, they will pass your call on to a clinician.

    In Northumberland, Tyneside, Sunderland and North Cumbria, the mental health advisors who answer the calls are employed by Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust (CNTW).

    The team which handle our NHS 111 mental health calls currently also receive and triage all of the calls to the local numbers above.

    This video explains what might happen when you call NHS 111 for help with your mental health: