Frequently Asked Questions
What training do I need?
We will provide you with online training before you make your first call. This will include how you make your call, listening skills, staying safe, and ideas on what to talk about. We're also here to support you every step of the way.
Who will I be matched with?
You'll be matched with a telephone friend aged over 60 who would benefit from a telephone friendship.
Loneliness can affect people in very different ways and it's really important to remember that even if your telephone friend has family and friends or is able to get out and about, they may still have times when they may feel lonely or are in need of friendship.
Our service offers older people a chance to share their stories, make a new friend and connect with someone outside their usual social circle.
What if my telephone friend needs some assistance?
You can give your telephone friend the Freephone number of the Age UK Advice Line (0800 678 1602).
The advice line is open from 8am – 7pm, seven days a week (including public holidays) to older people and their families to get information across a range of subjects which affect older people.
After your call, you should email us to let us know how the call went. You can use this to let us know if your telephone friend would like any additional support.
If you have any immediate concerns that your telephone friend is at risk of abuse or there is any risk to their wellbeing or safety, you should contact us immediately.
What if I am unable to make my call because I am ill?
If you can't make your call then please let us know. We can try and arrange for you to make the call at another time that week. If you don't let us know, then your telephone friend will be left waiting for your call.
If you repeatedly don't make calls without making us aware or frequently cancel calls, we may need to end your volunteering, as it's important your telephone friend gets a regular call.
What if my friend doesn't answer when I call?
They might not be answering because they're having phone problems, or had a last-minute appointment and haven't had time to tell us.
We advise that you wait five minutes if you can, and try calling them again. If they still don't answer, you might want to try another time to call them.
What if I don't get on with my friend or we don't have anything in common?
Sometimes it may take time to build a relationship with your telephone friend. You will have been matched on your shared interests, so we would always recommend having a few calls before making a judgment.
If you're really struggling then please let us know and we'll talk you through the options available.
How am I kept safe?
To make the service safe for everyone, we insist that you don't arrange to visit your telephone friend or exchange any personal contact details with them, including social media accounts.
How long will it be before I am calling my telephone friend?
Waiting times to start your calls can vary. It all depends on how quickly we're able to process your references and when you complete your induction, identity check and interview. Once you've fully completed your application, we will find you a match as soon as we can, but this may take a few weeks.