Behind every call answered, message replied to, and webchat conversation held, there is a dedicated team quietly making a difference to UNISON members every single day.
Working in Stevenage, they currently have seventy five members of staff providing professional, compassionate and positive customer service to members at moments that matter most.
Last year UNISONdirect handled an astounding 268,941 phone calls, and 109,549 online contacts via email, webchat, online forms and through MyUNISON. Each one represents a member reaching out for help – and a team ready to respond.
Supporting members through workplace challenges
In 2025 alone, UNISONdirect took 86,732 calls from members experiencing employment rights issues. Health and safety remained another key area of support, with 13,263 members contacting the team with queries and concerns. Meanwhile, 106,326 calls focussed on membership matters, highlighting the vital role UNISONdirect plays in keeping members connected, informed, and supported throughout their union journey.
Support in every corner of the country
UNISONdirect supports members right across the country. In 2025, the highest volume of calls came from:
The north west – 49,053;
Greater London – 41,178;
Yorkshire and Humberside – 41,064.
No matter where members are based, the same standard of care, empathy and expertise is delivered every time.
Standing with migrant workers
All UNISONdirect agents receive training on UNISON’s work with migrant workers, ensuring empathy, understanding and sensitivity to the unique pressures they may face. During 2025, the team assisted 3,415 members with migrant-related queries. From general visa questions to cases involving threatened deportation.
Welfare support: there for you when you need it
UNISONdirect also play a crucial role in supporting members financial wellbeing. Once welfare grants open, the team continues to provide information and, for members with access needs, practical help to complete application forms.
Substantial improvements to the process in 2025 created a smoother, less stressful, journey for members seeking support. Agents also help members access debt advice, following extensive training with partner organisation PayPlan. This has given staff the confidence to ask difficult or sensitive questions – often uncovering support options members didn’t realise were available.
In 2025, UNISONdirect supported members with 3,376 debt advice enquiries, 4,515 requests for bespoke financial assistance, and 408 small grant applications.
Larger conversations, deeper support
One notable trend over recent years is the increase in call length. First observed in 2020, this has continued steadily over the past five years. The reason? Calls are becoming more complex. Members are more open about their situations, and many issues now involve multiple overlapping challenges.
When members call UNISONdirect, it’s usually because they want, and need, an in-depth conversation. Crucially, UNISONdirect has no call-time targets. This allows agents to focus on what really matters: listening fully and providing meaningful support.
Listening to members
UNISONdirect measures success through member satisfaction, with a benchmark of 75%. But the true measure of success is often found in members’ own words like these:
“I just wanted to say thank you for arranging support for my recent sickness meeting with my company. I appreciate how quickly everything was organised, and despite the short notice, the union was still able to provide a representative. It is reassuring to know I have support behind me, and it feels good to be part of a union that genuinely cares.”
“Please pass on my thanks to the agent for being so kind and amazing on call this morning. I was really distressed and having spoken to the agent I feel like a new woman and ready to take on the world again!”
UNISONdirect is more than a contact centre. It is a lifeline, a listening ear, and a source of reassurance for thousands of members every year. Often unseen, always essential – the team continues to be there when members need them most.
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