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Agreement pre-counselling for Email Counselling

Information for those registering for email counselling:

  1. Please read through the Service Agreement and when you click 'agree' this will take you through to the registration form.
  2. Once you've clicked 'I agree' you'll be redirected to information about where to send your first email.
  3. Read through the information below about what to expect from the Email Counselling Service.

Please be aware the Email Counselling Service is NOT suitable for you to use if you are feeling suicidal or at extreme risk. Please seek out more appropriate support.


As a user of the University Email Counselling Service, you agree

  • To ensure the computer you use is safe, perhaps password protected and as virus free as possible. NB We strongly recommend you use your Warwick email address for more secured privacy.
  • To try to express yourself as clearly as possible to avoid ambiguity where possible and check with your email counsellor if there is anything that is unclear.
  • To let your email counsellor know if you do not intend to continue email counselling.
  • To comply with intellectual property rights and not modify, copy, transmit or reproduce all or any part of the e-mail correspondence.
  • To refrain from being abusive to the counsellor or using excessively abusive language.
  • To refrain from divulging activity which, for example, leaves you or a third party actively at risk.

I agree - this will take you to the next step - and give you the email address so you can start writing in.

The Email Counselling Service agrees:

  • To respond to e-mails in the specified time (notwithstanding unforeseen circumstances).
  • To ensure the computers used are safe, password protected and as virus free as possible.
  • To take reasonable steps (within the bounds of confidentiality) to keep you informed in the case of unforeseen counsellor absence.
  • To email once if you do not reply to an email. If there is still no response, it is assumed (as with face to face counselling) that you no longer wish to use the service and you will be sent an online evaluation form to complete.
  • To endeavour to get in touch as soon as is practicable, in the event of computer system failure.
  • To uphold confidentiality within the limitations of the security inherent within University of Warwick e-mail communication.
  • To store e-mails in a password-protected computer email folder accessible only by the e-mail counsellor(s). Email folders (containing registration and correspondence) are deleted after 6 years.
  • To disclose client information, according to professional guidelines, only at times of risk e.g. extreme danger to self or others.
  • To ensure that you are offered the most appropriate support, we may on occasion, discuss your wellbeing with members of the University support staff team involved with welfare.
  • To ensure arrangements for clinical supervision to maintain professional standards.
  • To abide by the Ethical Framework for Good Practice as produced by the BACP (British Association for Counselling and Psychotherapy) and work to their Guidelines for Online Counselling and Psychotherapy.


Just to clarify how the service runs to help you get the most out of it and so you know what to expect:

  • You do not have to write in every week
  • Please keep any emails under the word count (500 words maximum) – this ensures there is sufficient time to read and respond.
  • It can be helpful to think about a specific focus or a particular aspect or issue that you want to explore through emailing and outline your goals/objectives as clearly as possible.
  • On average, email counselling service users tend to email in approximately 5 times (and receive 5 responses) in total. Some may get their needs met in just one or two exchanges, some may choose to continue emailing in, but perhaps on a two- or three-weekly basis to give time to work on the suggestions/check the web links/consider the changes in between emails.
  • After approximately 5 emails, you may be invited to review what you are learning.
  • If you do not email in for a little while, you may be sent a brief email to check in.
  • After you have finished your email counselling, you will be sent a link to a feedback form to complete to help evaluate the Email Counselling Service. If it has been a while since you have written in, you will also be sent the link to complete as it will be assumed you have ended with Email Counselling)
  • IMPORTANT: In general, emails are not read before Thursday each week, so, if you are feeling, or begin to feel significantly vulnerable – maybe suicidal or in some way a serious danger to yourself or another – the Email Counselling Service will be an inappropriate place for you to contact. You must seek out alternative sources of help –see the web page for more details.