We have chosen to use Zoom as it is a secure (end to end encrypted) on-line meeting service.  When you sign up for web counselling you are agreeing to use Zoom.  We are taking every precaution to ensure that the platform is confidential, data secure and the safest environment for our clients and counsellors.

Our counsellors have shared their experiences of counselling via webcam, see what they’ve had to say in their own words:

“As a nation most of us are experiencing sudden, unplanned endings (exams cancelled, work furloughs, loss of contact with family, or institutions of work and social networks, as well as bereavements).  The switch to webcam counselling means that the sessions don’t have to be another unplanned ending that could exacerbate relationship difficulties. Where possible, webcam sessions can offer a safe space to talk about the impact of the pandemic on all areas of life.  If clients needed Relate before the pandemic, then they most likely need Relate even more in the current situation”.    

“It’s a collaborative process where counsellor and clients are both finding their way round this new means of communicating.  At a time when so many therapeutic services are unavailable (i.e. osteopathy, remedial massage, chiropractor etc) counselling enables clients to engage in self care. Counselling by webcam encourages clients to focus on their relationship for an hour a week, at a time when this might easily get ‘lost’ in other concerns – this could contribute to a sense of stability and routine.  Mastering Zoom is a skill that can raise client confidence and also provides clients with another way of maintaining contacts while socially isolating”.

What is Relate MTB web counselling?

Relate is offering the flexibility of webcam counselling sessions during this time when we are unable to offer Face to face counselling, due to the current Coronavirus situation for ongoing work with your current counsellor or when you are attending an initial assessment.

  1. A counsellor will invite you to have 50-minute counselling session
  2. This can be with a couple or an individual – this is one screen to one screen
  3. Couples will need to share one screen
  4. You can join Zoom from PC or Mac or tablet. Using your phone is not suitable in this setting.

Follow these simple guidelines to get the best experience from your webcam/video session;

  • Make sure you are in a room or space where no-one else can hear or see you
  • Keep all doors shut if necessary
  • Other ringing tones turned off, TV off, children occupied, other household people out or out of earshot, dogs and animals fed and watered?
  • Place laptop/device on firm table or surface just over an arm’s length away from you
  • Have ready a glass of water, cup of coffee, something to write on
  • Have headphones nearby in case you need to use them
  • Sit for 5 minutes before the start time of the meeting  to prepare your mind for the session
  • Try to keep your head and shoulders in the view you have on the screen
  • While counselling is taking place do try to minimise other members in the household using the internet as it can slow down the internet connection.
  • After the session take 5 minutes to reflect and write anything down if you feel you need to remember

Although this is a different type of counselling our confidentiality and code of conduct policies still apply.


All you need to use our webcam counselling service is a computer, laptop or device with a webcam. Once you’ve booked a session we’ll email you the details of your booking with a link to access your session.

At the time of your appointment, just click the link and you’ll be connected to a video call with your counsellor.

If you’ve never used Zoom before when you click the link you may be asked to install a plugin to connect your camera with your web browser. Follow the on-screen instructions and select ‘Run’ to install.

We use Zoom because:

  • it’s available to users with lower bandwidths
  • you don’t need to download software or set up an account
  • it meets a very high standard of confidentiality and data security.

Cancellations and rescheduling

If you wish to reschedule or cancel an appointment, you’ll need to contact the admin team 48 hours in advance of the appointment.


Zoom, the online service we use to deliver Webcam Counselling, will not collect your personal information and sessions are not recorded. Video calls take place using Secure Socket Layer (SSL) encryption to ensure they remain confidential. When you make a booking you will be asked for an email address, if you want to keep these details private, please use an email address that only you have access to.

Zoom uses cookies. However, these will not contain identifiable information about you or your counselling session.

If you want to delete all traces of Zoom you’ll need to:

  • uninstall Zoom
  • delete your internet history for the day you had counselling
  • delete any cookies Zoom has left on your device. You can get more information about deleting cookies on the Information Commissioner’s Office website.


Instructions for Relate MTB webcam counselling service.  Please click here.

You can also follow an online tutorial – Joining a meeting on Zoom

If you have booked a web counselling appointment and have not received your zoom link 24 hours before the appointment please email enquiries@relatemtb.co.uk