FAQ

Volunteers are still working during the COVID-19 pandemic during term time. The phone service and the IM service are now running from 8pm – 8am every night during term time. You can find more information about our services on the Services tab located under the About Us window in the menu bar.

It is a listening and information service, run by students for students. We provide a confidential, anonymous; non-judgemental, non-directional and non-advisory service. We take calls from students of The University of Manchester.

You can call us about anything. We are here to listen whether you need something as simple as a number for a taxi or are struggling with academic or personal issues. We are non-judgemental and no issue is too small or too big for us!

It is open from 8pm–8am during term time and the number can be found on the back of the university library card or by emailing [email protected] using your university email account.

The phones service is only open during University of Manchester term time, but during the holidays you can still get hold of us by email on [email protected]

The phones are answered by university students who have undergone extensive training to make them good listeners and ready to take all types of call. All our volunteers are anonymous so they will not reveal their identity to you.

There is no time limit to calls during our opening hours: 8pm–8am every day.

Yes. We only break confidentiality in cases of a terrorist threat, court order, at a caller’s request or due to a serious abuse of the service. For more information see our confidentiality policy.

Our email service is open for 24 hours, everyday of the year, even out of term time. Feel free to email us at anytime and our volunteers will get back to you within 48 hours

Our email system removes the email addresses from any emails sent to us so that it is confidential. If you choose to use your name in the email, you may do so.

There is a small team of specially trained Nightliners who answer the emails. As with the phone, your email will be answered by whoever is on shift.

Our volunteers will aim to get back to you as soon as possible, which is typically within a few hours. If we’re experiencing technical problems, or a high volume of emails, then it may take us up to 48 hours to reply.

As with our phone lines, you can talk to us about anything. We are here to listen to anything you want to talk about, whether it’s stress at university, problems at home, or even if you just want to chat to someone. No issue is too big or too small.