Helpline support

Do you care for a child who is struggling with potty training, withholding, constipation and soiling, daytime bladder problems or bedwetting?

Our friendly, expert advisors are here to help with a listening ear, information and practical tips.

The helpline is run on limited charitable resources and can get extremely busy. To try and make the best use of our resources, before calling we encourage people to take a look at our frequently asked questions and answers: 

• Potty training - FAQs
• Daytime bladder problems - FAQs
• Bedwetting - FAQs
• Bowel problems - FAQs
• Help at school - FAQs

We also have a range of 'ERIC guides' to children's bowel and bladder problems including a guide for children with additional needs, turning 2 and starting school. Written by a specialist continence nurse, they cover the key reasons why issues can arise and how they can be managed and treated. 

Download information guides for free now

Contacting the free helpline 

We often find that we can help people more by speaking to them on the phone. If you would like to speak to someone, call 0808 169 9949. 

The helpline is open Monday - Thursday, 10am to 2pm and is free to call from landline and mobile numbers.

An average length call costs ERIC £18. Please consider making a donation after your call if you are happy with the service you receive.

We are a small charity and the lines can get very busy. If you can't get through, leave a message and one of our team will attempt to call you back within two working days. 

If you would like to send us an email or request a call back please complete this form. 

If you have a general enquiry please email [email protected] 

What help can I get? 

The Helpline offers advice, information and support, but not medical treatment or care. Our advisors cannot diagnose or give medical advice. Seek advice from your GP or other healthcare provider as needed. You can also call NHS Direct on 111 (for England and Scotland), or 0845 46 47 (in Wales). 

The advice and support you gave us has changed our little boy's and our lives; we are extremely thankful and grateful. Helpline caller - January, 2019

Our small team of expert advisors, Natalie, Alina, Amy and Kate, have been trained by healthcare professionals to provide up-to-date information and support on a wide range of continence issues. All information is based on guidelines produced by NICE – the National Institute for Health and Care Excellence. 

Confidentiality and personal information 

The ERIC helpline and [email protected] are private and confidential services. This means that what you choose to share with us remains confidential. However in rare circumstances, for example if we have reason to believe that you or someone else is at risk of significant and immediate harm, ERIC has a duty to break confidentiality and pass on information to a relevant third party.

You can read our privacy policy here.

All helpline calls are recorded for training and monitoring purposes. 

We’re members of The Helplines Partnership and adhere to their good practice standards.

Your feedback 

After your call, you will be sent an email asking you to provide feedback on the service you received. This feedback helps us make sure we keep getting better at supporting people affected by continence problems. We’re very grateful to everyone who takes the time to do this.

Complete our Helpline feedback form.

Peer to peer forums

If you'd like to connect with other parents and carers who are supporting children with continence problems, a list of groups can be found here. 

And finally...

The work that we do is only possible because of the support of people like you - we rely on voluntary donations to keep our vital services running. Please consider making a donation so we are here to help even more children, teenagers and families who need our support.