NELFT is proud to announce the launch of its 24/7 Mental Health Crisis Assessment Hub, providing a safe, welcoming space for residents across north east London in urgent mental health crisis. The hub offers immediate access to professional and lived experience support and serves as an alternative to attending local accident and emergency departments.

The hub is a new model of care designed to improve the experience of people in crisis by:

• Offering round‑the‑clock access to mental health professionals and those with lived experience.
• Providing a calm, therapeutic environment.
• Supporting local hospitals by diverting patients away from emergency departments.

Since opening, the hub has supported 822 individuals, with only 20% requiring admission to an acute mental health bed, meaning most people were able to remain in their community and close to their support networks. The hub has also enabled 292 people to be diverted from local emergency departments, giving them quicker access to the help they need in a calmer, more therapeutic environment.

Who can access the service?

The hub is open to NELFT residents aged 18 and over with urgent mental health needs who do not require emergency medical treatment. Access is available via:

• Walk‑in attendance.
• Telephone calls.
• Referrals from local partners including the London Ambulance Service, local police, primary care, and community teams.The service has been co‑produced with people with lived experience of mental health crisis, ensuring it reflects the needs and voices of the community. It is also supported by MIND, who provide suicide prevention expertise and advice. 

Sonia and her mum attended the launch and spoke about their experiences of the hub.

Sonia said, “My experience of the hub has been positive. Prior to the hub I was very anxious, depressed and quite erratic. During my time at hub, I felt supported, staff were caring and engaged well”.

 

Sonia’s mum, Ruby said, “As a mum, it’s been a real journey. When your daughter is in crisis, it’s a difficult and emotional time. But the hub has been amazing. The staff bring such passion and compassion to their work, and it truly shows. I’ve seen a real difference in my daughter’s recovery time when she’s been supported through the hub. The care she’s received there has helped her stabilise so much faster.”

 

NELFT Deputy Chief Operating Officer, Carol White said, “The hub is about giving people in crisis the dignity of choice; a place where they can be heard, supported, and cared for in a calm environment designed around their individual needs.”