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0300 3033 581

Information for customers about Coronavirus (COVID-19)

We are continuing to follow Government and Public Health England advice in regards to Coronavirus (COVID-19). For information and updates on our services click here.

COVID-19 – Service updates and information

Please see below for the most recent information from SafeNet regarding COVID-19 and how we are working to ensure the safety of our residents and staff.

This page was last updated on 29th April  2020

Please note that all of our services are still operating but there have been some changes to our daily operational delivery to help us protect our residents, community-based clients and staff.

As new information about Coronavirus becomes available we’ll continue to update this page, so please keep checking back.

With recent Government advice on self-isolation and social distancing during COVID-19, we are aware that this may put victims of domestic abuse at additional risk.

We would like to reassure you that we are here to help and support you. Remember – you are not alone.

Please call us on 0300 3033 581 , email or access our live chat service which is available everyday during three dedicated timeslots; 10am – 12pm, 2pm – 4pm and 8pm – 10pm.

If you are in immediate danger, always call 999.

Service information and advice



Are your Refuge provisions still operating?

Yes. All of our Refuges have implemented various measures to ensure that the risk of infection is being kept to minimum, such as enhanced cleaning regimes, hand washing and hygiene advice across all sites and offices, and we are providing self-isolation guidance and packs for children and families. Social distancing measures are in place for staff and residents in all communal spaces and during delivery of support sessions.

We have implemented home working where possible to reduce staffing numbers across all our sites but remain at safe staffing levels always, to ensure safety and security for our residents. We have also restricted staff travelling between the Refuges.

Are you still taking referrals?

We will always continue to support those who need us, even in this uncertain time. We are still taking referrals and providing support via our 24 telephone urgent response number – 0300 303 3581 and via email

Are you still delivering group work in the community?

We have temporarily suspended all group work at all our community venues, including Lancaster. We are providing telephone support, safety planning and referral advice. Please call us on 0300 303 3581 or email

I'm worried about a family member/friend/neighbour, what do I do?

You might be particularly concerned about a family member or a friend at the moment if they will be at home with their abuser.

Always encourage them to call 999 in an emergency.

Encourage them to reach out for support. We can offer support via phone, website, online chat and social media.

Please do not approach the perpetrator about their behaviour, this could escalate the abuse and put them in further danger. It is also important that you do not put yourself in a dangerous situation.

Useful information

Government Advice

Click here to read the latest Government advice in relation to support for victims of domestic abuse.

Self Isolating

If you are self-isolating with a perpetrator you may be worried that they are monitoring your devices. Please remember that if you are unable to call us you can also seek support online, by filling in our webform or accessing our online chat. The live chat service is available everyday during three dedicated timeslots; 10am – 12pm, 2pm – 4pm and 8pm – 10pm.

Try to keep your phone charged and with you at all times, and contact us when it is safe to do so.

Our team of highly-trained staff can offer you confidential and non-judgmental support, and information on your rights and options. Translators are available if English is not your native language.

Safe Browsing

Remember to use our ‘quick exit’ button if you are in the vicinity of your abusive partner and always try to use a ‘private’ browser. For more information on how to do this click here

'Silent Solution' - call 999

Always call 999 in an emergency; if you are unable to speak on the phone, there are systems in place to connect you to the right service:

  • If you are calling from a mobile phone, you can use the ‘Silent Solution’ system. Press 55 and the operator will transfer the call to the relevant police force as an emergency. The police call handler will then ask you a series of simple yes/no questions. If you’re still not able to speak, listen to the instructions you are given so the handler can assess your call and send help. Please note that calling from a mobile does not allow the police to track your location.
  • If you are calling from a landline, pressing ‘55’ will not work. If you can’t speak you should stay on the line and the operator will connect you to a police call handler. If you need to put the phone down, the line will stay open for 45 seconds. If you pick it up again during this time and the operator is concerned for your safety, they will put you through to a police call handler. Calling 999 from a landline means the police may be able to retrieve information on your location to send help.

Get In Touch

Tel: 0300 3033 581


Live Chat: Our live chat is available everyday during three dedicated timeslots; 10am – 12pm, 2pm – 4pm and 8pm – 10pm.

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