Starting April 1, 2026, NHS Wales will launch a new gambling helpline and specialist treatment service, marking a major step forward in addressing gambling‑related harms across the country. This initiative is part of the Welsh Government’s ongoing commitment to improving public health and mental wellbeing by offering dedicated support to individuals affected by gambling addiction. By integrating this service into the existing NHS infrastructure, Wales is aiming to improve accessibility and ensure that people receive timely, effective help, whether through remote services or in-person care at NHS facilities.
The new service will provide open access support, allowing individuals to seek advice and, when necessary, be referred to specialised treatment services. It is designed to offer assistance to people at various stages of recovery, whether they are in immediate need of support or seeking long-term care.
Minister Sarah Murphy Hails Landmark Moment for Gambling Support
Welsh Government officials, including Sarah Murphy, Minister for Mental Health and Wellbeing, have hailed the new service as a significant step toward providing accessible, evidence-based support. Murphy noted,
This is a landmark moment marking the first time specialist gambling treatment and support services will be available from the NHS in Wales. The helpline will be a form of open access support available to people who need it the most and fits into the ambitions of our Mental Health and Wellbeing Strategy. Guided by the evidence, we’re confident this approach is the most effective way to deliver essential support for both prevention and treatment.
The service will integrate with NHS Wales’ existing infrastructure, expanding treatment options beyond traditional mental health pathways.
New Support Model for Gambling Harm Prevention
The Wales Gambling Helpline will offer information, guidance and emotional support to anyone affected by gambling‑related harm, including those struggling with addiction as well as family members and “affected others”. Callers will be able to receive advice and, where appropriate, be referred into specialist treatment pathways.
Clinical support will be delivered through both secure online platforms and remote care, with services accessible without the need for in‑person attendance. This hybrid model is designed to reach people who face barriers to traditional clinic‑based care, improving access in rural and underserved areas of Wales.
Established NHS infrastructure will be leveraged, including existing helplines such as DAN 24/7 and CALL, enabling operational continuity and trusted service delivery while new gambling‑specific expertise is developed.
Funding and Service Implementation
The service will be commissioned and operated by Betsi Cadwaladr University Health Board, with £1.3 million annually allocated by the Welsh Government. This funding comes from the new UK‑wide statutory gambling levy, introduced in April 2025 to sustainably fund prevention, research and treatment services independently of industry.
Public Health Wales has been appointed as the lead prevention co‑ordinator, working alongside NHS Wales Performance and Improvement, which will lead treatment coordination across the country. In parallel, Public Health Wales will launch a grant scheme focused on gambling prevention to support broader community‑level activity.
Shifting Gambling from a Behavioral Issue to a Public Health Concern
The launch of a dedicated gambling helpline and treatment service reflects a wider shift toward viewing harmful gambling as a public health issue rather than solely a behavioural or recreational problem. Evidence from health needs assessments in Wales suggests that gambling‑related harms, including impacts on mental health, finances, relationships and employment, are sufficiently widespread to justify a structured clinical response.
Research has shown that harmful gambling often co‑occurs with other adverse health conditions, including substance misuse and mental health disorders, reinforcing the case for integrated NHS services that can address complex, comorbid needs.
By embedding gambling support within the NHS system, Welsh authorities aim to reduce barriers to care and ensure that referrals and aftercare are linked to broader mental health and addiction treatment pathways. This approach is expected to help normalise help‑seeking behaviour and improve long‑term outcomes for individuals and families.
Perspectives from Stakeholders in the Gambling Harm Support Sector
Commentators in the gambling harm support sector have welcomed the announcement, noting that formal NHS‑linked services can complement existing third‑sector support networks, such as confidential helplines and regional counselling services. Independent providers have historically played a significant role in delivering harm support across Great Britain, and increased NHS capacity may help extend reach and reduce waiting times.
The new helpline and treatment service also arrive against a broader backdrop of regulatory evolution, where governments are increasingly challenged to ensure that support infrastructure keeps pace with rising demand and changes in gambling behaviour across digital and land-based sectors.
A focus on training and harm mitigation has been central to some industry initiatives, with partnerships between government and third‑sector specialists aimed at improving early intervention and staff awareness of gambling‑related harms.
A Model for Other Regions?
As the helpline and treatment service prepare to go live, public awareness campaigns and workforce training will be key components of the implementation strategy. The Welsh Government emphasises that this new service is open access and non‑judgmental, designed to reduce stigma and provide accessible support to anyone affected by gambling‑related harm.
The success of this model in Wales may provide a useful framework for other regions within the United Kingdom and beyond. By embedding gambling addiction treatment within national health services, Wales demonstrates how publicly funded health systems can address gambling addiction more effectively, ensuring comprehensive care that goes beyond mere behavioural treatment.