After a number of changes to the scheme and other external factors, calls and emails to the helpline have evolved into new patterns. As a result, we are adjusting our service provision to respond to the demand and ensure better coverage on busier days. Therefore, from the beginning of May 2026, the Helpline will be staffed at the following times:

Mondays: 9:00 to 16:00
Tuesdays: 9:00 to 16:00
Wednesdays: 9:00 to 16:00
Thursdays: 9:00 to 16:00

We are committed to ensuring that queries are responded to in good time and our goal remains to respond within 24 working hours of the query. If emails or voicemail are received on Fridays and cannot be processed on the same day, these will be responded to on Mondays. In addition, we encourage you to contact your most recent compliance inspector for queries relating to your EB activity, as they are most knowledgeable of your EB and can help with most issues. This helps reduce duplication and provides you with the right support as and when you need it.

Emailing helpline@entrust.org.uk is the preferred method of contact, as many enquiries require review before a response can be given, or must be submitted in writing to allow changes to be made to EntrustOnline on your behalf. However, a phone line is also available during the hours listed above if you would prefer to speak to someone directly. If your call cannot be answered straight away, please leave your details and someone will return your call as soon as possible.