Experiences

The Experience of Receiving Support Online

June 30, 2026

One of the ways Hope supports young people who have a seriously ill loved one is through our online service; thanks to technology, we’re able to reach young people wherever they are in the UK, and provide listening support when they need it most. But what actually happens in our support sessions, and how does it all work..?

What does online support look like?

Here at Hope, we offer a few different types of online support:

• Video sessions
• Voice calls
• Email or Messenger chats
• Online video groups (for 18-25s)
• A peer support group on Facebook (13-25s)

For some, seeing a friendly face on video helps build connection, whilst for others, turning the camera off or choosing a voice-only call might feel less intimidating. Some young people prefer the more anonymous email or Messenger chat, as it gives them time to reflect and put their feelings into words at their own pace, whilst others would rather join a group than have one-to-ones. Being able to access different formats means support can feel more personal and adaptable, and most importantly gives young people the choice of what works for them.

Regardless of method, many young people might find that being in their own space makes it easier to open up; when already dealing with something difficult, sitting in an unfamiliar environment can feel overwhelming – but being in a safe space, wrapped in a hoodie (maybe with snacks – yep, we get it!) can help conversations feel more natural and comfortable.

So, what does an online session look like?

If you’re thinking about accessing our online support, you might be wondering what a session is actually like; every session is relaxed, supportive, and unique to you – no two sessions will be the same!

Sessions usually last up to 45 minutes, giving you time to talk, reflect, and feel heard without feeling rushed. Your first session is all about getting to know each other so we might chat, or maybe play a game or do an activity to help break the ice and make things feel less awkward. We get that starting something new can feel a bit nerve-racking, so this session aims to help you feel more at ease and start to build trust with the Wellbeing Advisor.

After that, the sessions can go in whatever direction you want. You’re always in control of what you talk about, and you’ll never be asked to discuss anything you don’t feel comfortable with. Many young people like to talk about what is going on for them at the moment, whether it’s something that’s been happening recently at home or maybe worries they have about the future. Sometimes it’s helpful to talk about everything else that’s going on too, like school, friendships, family, or how different situations are making you feel.

Most importantly, this is your space. A place where you can talk openly, feel listened to, and take things at your own pace.

But what is it REALLY like to receive support online?

We spoke to some of the young people who access our online service to hear their thoughts, and here’s what they said:

“I think it’s quite good to get emotions off your chest. It’s a good outlet if you just want to have a chat.”

“I like just being able to be at home and be able to speak to someone from the comfort of my own home.”

(Online sessions are) “very fun” and “helped me by not being able to struggle sometimes. It’s very helpful if you want to talk to someone.”

“It’s important that everyone gets a chance to talk to someone. It can help you get thoughts and feelings out that have been stuck to you for weeks.”

How do I access online support from Hope?

The first step to getting support is filling in our referral form (if you’re a parent or professional looking for support for a young person you know, you can fill that form in too!). After that we’ll send you a link where you can see all of the available sessions over the next fortnight, and book your first one at a time that suits you. Then, just wait for the link, join the session, and start chatting!