FAQs
How long does it take before I feel better?

Most research points to the fact that when we begin to give voice to our pain, our wounds, our story; that, in itself, begins to alleviate the pain we bear.  However, it is also true that sometimes we have to disrupt and invite or risk more pain in order to begin to build something healthier and fuller.  As well, each person is unique and within a unique context or community.  We cannot say when or if or how you will feel better.  But, we can say we will be committed to walk with you and bear your pain as you courageously engage your story. 

How long do sessions last?

All sessions last 50 minutes.

How often do I need to come to therapy?

You are inviting us into your story. You get to determine how often you need to come to therapy.  A normative effective counselling process is to meet weekly or bi-weekly for a 50-minute session.  Usually, we meet for an initial session and determine together what is most beneficial for you and as we notice where you are in your healing process.

I need help right now, what should I do?

If you need help urgently for a mental health crisis or breakdown you should get immediate advice and assessment. Please go to your nearest Accident and Emergency department or contact your GP for an emergency appointment. Or alternatively contact the NHS urgent mental health helpline.

How confidential is counselling?

Everything that is discussed in sessions is confidential. We adhere to the Data Protection Act 1998 as well as the BACP’s Ethical Framework for the Counselling Profession to actively protect all client information from unauthorised access or disclosure.

In order for our counsellors to be able to fulfil responsibilities, we will need to record personal information about you. This information includes your name, address and contact details, and GP practice. Under an identifying code we will also take notes of ‘assessment information’, that is relevant medical information and aspects of your personal social and family history that you choose to share with us. This information will be retained in separate locations (keeping your name and contact details apart from the assessment notes) in password protected files, on a password protected PC which has virus protection software installed.

There are only a few situations when a counsellor may find it necessary to pass on information about you to another person, and this will only be to another professional for a legitimate reason.


Examples of situations when this might occur are:

  • when the law requires it
  • when you or another person are at risk of harm
  • Counsellors talking to their professional supervisors about their therapeutic work
  • referring you to another professional for help, or sharing basic information relating to health with a health professional involved in your care

During your 1st counselling session we will go over our Safeguarding policy with you and field any questions.

How secure is my information?

In accordance with the Data Protection Act 1998, KCC is a registered Data Controller with the Information Commissioner’s Office.  In compliance with the General Data Protection Regulation (GDPR), we store all confidential client data in separate locations (keeping names and contact details apart from the assessment notes) in password protected files, on a password protected PC which has virus protection software installed.  Any handwritten data is stored in a locked, fireproof safe in the counsellor’s home office.

During your 1st counselling session we will go over our GDPR policy with you and field any questions.

What are the fees?

One of our primary goals is to make counselling accessible to all. It is for this reason that, as a charity, we are offering high quality counselling at already reduced fees. We make every effort to ensure that if finances are the barrier for receiving counselling we want to do everything in our power to minimise that barrier.


We also recognise there is a very real connection between the price paid for counselling and the therapeutic progress made with your counsellor.  There is a cost for each session. We believe you and your healing are worth the cost, and hope you do too.


Our fees: £30-£60 per session depending on the counsellor’s experience. Concession applications are available. Please speak to your counsellor about this directly in your first session.

Is in person or online counselling preferable?

At present, due to the COVID-19 pandemic, we are offering all counselling sessions online. We are hoping, when it is safe for both client and counsellor, to offer in-person sessions in West London again.

Research shows that the success of any counselling process rests largely on the quality of the relationship between the client and counsellor. This applies regardless of whether your sessions are in-person or online. It is essential that we work towards a relationship of honesty and trust.

How secure is online counselling?

If we agree to online counselling sessions, Kairos Community Counselling will suggest using the most secure videoconferencing program available which includes, but is not limited to, Doxy, Zoom, FaceTime, WhatsApp.  These online tools allow face-to-face video, voice, or text-based chat dialogue. These tools use end to end encryption to protect conversations across devices.  KCC will take every effort to ensure online security for each session.

Confidentiality and security should be treated like an in-person session: no outside distractions, turn off mobile phones not needed in a session, close other programs on the phone or computer and make sure no one can see your screen while you are in session.

We request that clients check privacy and encryption information for the appropriate online communication tool and raise questions prior to a therapy session.

What kind of technology do I need?

You do not need to have any specialised equipment though certain apps may need to be downloaded (WhatsApp or Zoom) on your computer or phone in advance of a session. For online sessions, clients need to ensure they have adequate broadband or wifi signal and a working camera. If using a computer it is important that the computer is protected by good anti-virus software and other individuals do not have access to your computer. Any personal notes that you may keep regarding sessions should be password protected.

Confidentiality and security should be treated like an in-person session: no outside distractions, turn off mobile phones not needed in a session, close other programs on the phone or computer and make sure no one can see your screen while you are in session.

Can we maintain contact through social media?

We follow BACP’s Ethical Framework for the Counselling Profession and it is accepted that it is unethical and potentially harmful for any counsellor to engage in social contact with a client outside of their counselling sessions. Similarly, counsellors are advised not to accept invitations from clients to connect on social media. Please do not be offended when we decline such requests.

Get Started with Counselling

Get Started with Counselling