Hundreds of Samaritans volunteers are threatening to leave the suicide prevention charity if controversial plans to close more than 100 branches across the UK and Ireland are approved at a pivotal meeting this weekend. The proposals, first unveiled in July 2025, have ignited a storm of opposition among the charity’s 23,000-strong volunteer base, sparking fears that the organization’s ability to answer calls from those in crisis could be severely compromised.
According to the BBC, the charity’s leadership has pitched the closures as a move to "future-proof" the Samaritans, arguing that shifting to a remote working model will help answer more calls, cut wait times, and make volunteering easier. Under the plan, at least half of the Samaritans’ branches would shutter, with volunteers either working from larger regional offices or answering calls from home. If the changes are approved, the first closures would begin in April 2026 in the UK, followed by Ireland in 2027, with a gradual reduction in branches continuing over the next decade.
But the proposed overhaul has been met with deep skepticism and, in some quarters, outright hostility from volunteers who say the branch network is the lifeblood of the charity’s work in local communities. Many fear that dismantling it could irreparably harm the Samaritans’ unique model of support, which relies on deeply rooted local connections.
James Watkins, a 58-year-old volunteer at the Rhyl branch in Denbighshire, told the BBC that his team’s presence in the heart of one of Britain’s most deprived neighborhoods is essential. "All of those things emanate from the fact we have a local branch and would likely go if we closed. Our branch has been going for over 50 years and our connections with our community has grown and grown," he said. After speaking with his colleagues, Watkins said he was not aware of any who would remain if the branch closed.
Watkins’ concerns are echoed by many others across the network. In August 2025, he organized a survey of Welsh volunteers, receiving responses from 210 people—about a third of all Samaritans volunteers in Wales. The results were stark: three quarters said they would not move to another branch if theirs closed, and the same proportion expressed no interest in remote volunteering. "With less people, [the Samaritans] are not going to be able to answer as many calls. This is the point we keep making and it seems to be falling on deaf ears. This could be the beginning of the end for the Samaritans," Watkins warned.
The Samaritans’ leadership, for their part, argue that the current model—with over 200 branches—is unsustainable. The charity, which considers itself the "fourth emergency service," estimates it answers a call every 10 seconds. In a statement, the charity said its proposals would mean "we can answer more calls, cut wait times and make it easier for people to volunteer with us." Remote volunteering, currently being piloted, would only be an option alongside working in a branch, the organization insisted.
Yet many volunteers are unmoved. Mark Watkins, who has volunteered on the Isle of Wight for 17 years, described the plans to recruit more remote volunteers as "airy fairy," pointing out that remote working has not been properly piloted. He expressed grave concerns about the lack of support for volunteers dealing with suicide-in-progress calls from their own homes, without a shift buddy present. "If you're alone in your house at 03:00 and you are taking a call that we would characterise as suicide in progress, you have no shift buddy there to support you – that has never happened in the 70 years of the Samaritans. Callers have a right to be concerned," he told the BBC.
Feelings of frustration and disenfranchisement are widespread. Colm Martin, a volunteer at London’s Kingston branch, said, "There is a lot of despair and disillusionment. There has been no listening which is ironic for a charity that's all about listening." Martin, a vocal critic of the proposals, highlighted a lack of evidence for the changes and pointed to previous management missteps, including a failed app and problematic internal email system.
The opposition has become so pronounced that a letter signed by seven branch directors has been sent to the Samaritans’ trustees, calling for the removal of chairman Keith Leslie at an upcoming meeting in late October 2025. The letter states, "We do not feel these concerns are being fully heard, and we fear that implementation of the current in-principle decisions could seriously harm and diminish the organisation."
Adding to the tension is the fact that almost 150 branches operate as independent organizations, responsible for their own local fundraising and often receiving little financial support from the charity’s headquarters. Many of these branches have been gifted offices by local groups, but if they close, the headquarters would benefit from any sale of the premises—a point of contention that has fueled resentment among volunteers.
Despite the mounting backlash, the charity’s chief executive maintained in a statement that "We have been listening to feedback from our 23,000 volunteers throughout this process and this will be considered carefully in the final decision making. Samaritans' life-saving work is needed now more than ever but I'm confident that by everyone pulling together for our beneficiaries and callers, our service will be stronger and better prepared than ever before to meet the challenges of the future."
While the charity’s leadership and grassroots volunteers remain at loggerheads, others in the wider community are rallying to support the Samaritans’ mission. In Keswick, tour operator Archipelago Choice recently announced its sponsorship of the second "Listening Walk" to raise money for the charity. David Matthews MBE, a long-time Samaritans volunteer who completed the first such walk in 2022 and was awarded an MBE earlier in 2025, set off on September 9 from Knoydart on Scotland’s west coast. His goal: a 6,100-mile trek around the UK and Ireland, stopping at every Samaritans branch and aiming to raise £50,000 over the course of 304 days.
Matthews, who is carrying his own kit and camping along the way, said, "When I started my first walk, I had to fund and plan everything myself. This time, thanks to Ian and Archipelago Choice, I feel supported every step of the way." Archipelago Choice is covering key costs such as ferry crossings, providing marketing and PR support, and pledging a donation of 50p for every mile walked. "The Samaritans do vital work at a time when loneliness and mental-health pressures are rising. We’re proud to help David carry that message around the UK," said Ian Coates, co-founder of the company.
Matthews’ journey invites communities to join him, offer conversation and support, and help spread the Samaritans’ message of compassion and connection. Donations to support the walk can be made at https://samaritanscommunity.enthuse.com/pf/david-matthews.
As the Samaritans stand at a crossroads, the coming weeks will determine not just the fate of its branches, but perhaps the very soul of an organization that has been a lifeline for countless people in their darkest moments.
