Our Impact
Every conversation, every visit, and every moment of support matters to us. We are privileged to play a small part in people’s stories — creating meaningful impact, strengthening connections across Shropshire, and challenging stigma so that future generations can grow up with greater understanding and acceptance around mental health.
Through our services, volunteers, and partnerships, we provide practical and emotional support to people facing mental health challenges and those in crisis.
2025 Statistics
In 2025, we provided 13,887 instances of support. This included;
- 2,947 daytime telephone support calls and 4,831 out-of-hours Sanctuary support calls
- 295 people being supported through Outreach Support services
- 1,343 visitors to our Calmer Cafés
- 3,909 visitors attended our daytime peer-support groups
- We provided 70 hours of trauma-focused support through SWaRS
- 71 individuals received support from our Bereavement Support Service
Our services continue to grow because the need continues to grow — and because people trust us to be there when it matters most.
The impact we make, and those that make it:
Our Telephone Support team made nearly 3,000 support calls during 2025 and provided regular outgoing support to 226 new people.
One caller shared: “The calls have been a real lifeline for me. They have provided me with a non-judgemental ear and the time to talk about the issues I’m facing.”
Another said: “You have calmed me down beautifully, thank you so much.”
Olivia, a Telephone Support Worker, commented: “I started at the beginning of this year in a telephone support role. I wanted a role where I could make a real difference and support people when they need it most – No two days are the same, which I really enjoy, every caller and situation is different too!”
And Kay shared: “I chose SMHS because I wanted to use my experience to help the local community. Although I always have a set list of people to call, I never know what will crop up when I talk to them and I really enjoy this aspect. I always think to myself at the end of each shift; if I have at least helped one person feel better, happier, lighter then that is really positive”.
Across our four distinct divisions of Outreach – Outreach, Dual Diagnosis Outreach, Emergency Department Outreach and Short-term (STOP) Outreach – we supported 295 individuals during 2025.
A service user reflected: “The service has been a real changer for my life this year.”
Another service user commented: “Thank you so much for all of your support and kind heartedness. It means more than a soul can express”.
Our STOP Outreach service is now expanding to increase its capacity to deliver 70 hours of support each week.
Our Dual Diagnosis Outreach Support Worker, Marie, commented: “My clients always have a diagnosis of some kind and also have current or historic issues with addiction. It can be rewarding to offer them structure when the rest of their life can seem so changeable and uncertain.”
Andrew, our Outreach Support Worker shared: “The best part of my job is the range of people that we get to meet, their different experiences and needs. It’s also seeing progress in clients – progress that (if you didn’t know them) could seem trivial, but for them it’s hugely significant”.
Our Sanctuary service supported 456 visitors across more than 1,030 hours of support during 2025.
The service also handled 4,831 calls to and from service users and professionals.
A regular visitor to the Sanctuary shared; “The Sanctuary has saved my life on more than one occasion”
Ambulance staff recently commented; “We really appreciate having this amazing service to refer our patients to. You are all amazing and the efforts and service you provide is out of this world! Plus, you make an amazing cuppa tea”.
An emergency department referrer commented: “We really appreciate having this amazing service to refer our patients to.”
Our Shropshire Sanctuary Worker, Isabel, commented: “My work has felt more of an honour than a job. To be able to offer a truly listening ear to people who are overwhelmed or stuck, and to have the chance to support them can be extraordinarily rewarding.”
Kelly also shared: “Building rapport and getting to know the service users is so rewarding… some visitors or callers can present as quite let down as they may not have experienced positive support elsewhere, but its rewarding when you know you have really helped someone”.
Our Calmer Cafés in Shrewsbury, Oswestry and Church Stretton welcomed 1,343 visitors during 2025.
Visitors described the cafés as safe, welcoming spaces where they could feel less alone: “This service helps me so much.”
Another visitor commented; “It gives me a little space to myself, to think and chat to other people who have similar problems”.
Our Calmer Café volunteer, Jan, commented: “It’s a lovely quiet space where people can be who they really are”.
We are now expanding our Calmer Café provision into Bridgnorth, Ludlow, Market Drayton and Whitchurch, helping us reach more rural and isolated communities across Shropshire.
Our daytime peer-support groups welcomed 3,909 visitors during 2025 — a 40% increase compared with 2024. These groups create safe spaces for connection, understanding and a real sense of community.
One visitor shared: “I just needed some help for a little bit as I was struggling with many things… but you’ve all been amazing”.
Another regular visitor commented; “It gives me company and I like meeting a lovely group of people who understand what it’s like to struggle. Also, my fear of talking in front of people has improved”.
Our peer-support group volunteer, Peter, recently commented: “The best thing about volunteering is the seeing service users leave more upbeat than when they arrived. I’ve learnt how to provide a safe place where everyone will be at ease and able to put aside personal difficulties for at least an afternoon, and to enjoy each other’s company.”
Mandy started volunteering at SMHS during last Winter, and she shared: “I love helping people and I hope I can make a small difference to someone’s day. I support The Evergreens Group members, and they have made me feel so incredibly welcome. The best enjoyment with the Evergreens is the laughter and the kindness within the group”.
Our Bereavement Support Service provided emotional and practical support to 71 people affected by suicide or unexplained death.
Clients described the service as: “Invaluable” and “a huge release.”
Our Bereavement Support Officer, Karen, commented: “I support anyone from the age of 10 upwards and many of my referrals come from the Coroner’s Office, I offer practical and emotional support to help manage the grieving process, and I also offer signposting should they need it. In my role, I’m constantly motivated by observing the strength that those who have lost someone very dear to them manage to find, it’s very humbling to sit with them, they are all lovely people”.
Sara, our Lead Facilitator at SWaRS, supported 35 indivduals through 2025, and her clients commented;
“I thoroughly enjoyed our sessions and feel so much more focussed and contented”.
“I would like to say a massive thank you to help me get where I am today, I’m in a great place and now going in the right direction”.
Sara shared; “In my six years of providing the SWaRS service, I have been privileged to help people make sense of their emotions and learn how to manage them. Gaining their trust during our sessions is essential, and through my experience and training, we work together to find a way forward. This connection makes my job incredibly rewarding. I find joy in meeting people and creating a safe space for them to process their pain and challenges. Together, we can discover meaning and comfort in sharing their experiences”.