"I just wanted there to be kindness, because for us in the system, there was no kindness."
"The Sarah Hope Line has stood beside people on the hardest days of their lives...every call reminds us that behind every incident is a real person and a family who deserve to be heard."
"I think for victims it's a huge thing because basically you are a numberbut you just want to be heard. You want to feel like someone is there to [say]don't worry, your daughter is not a number for us and we understand what you are going through. And I felt it with Sarah Hope Line."
Sarah Hope created a helpline after a 2007 bus crash in Richmond that killed her mother and injured her and her daughter. More than 600 individuals and families have used the service over the past decade. Hope said she wanted kindness because the system offered none and that she received her first apology over the crash in 2014, seven years later. A nine-person team provides tailored emotional and practical support, including financial help and trauma counselling. A user whose daughter was killed in a 2024 bus crash said the service made her feel heard and not merely a number. A commemorative event on 16 February was attended by Transport for London and the Mayor of London Sadiq Khan.
Read at www.bbc.com
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