National survey shows improvements in support and communication, alongside ongoing challenges in access and crisis response 

A national survey of more than 12,000 people highlights improved support from community mental health teams alongside ongoing challenges in access to crisis care and therapies, and wider life support. 

The 2025 Community Mental Health Survey, coordinated by Picker on behalf of the Care Quality Commission (CQC), provides an overview of the experiences of people who used NHS community mental health services in England between 1 April and 31 May 2025. The survey supports national policy priorities around access, crisis care and improving outcomes by offering insight into where services are performing well and where there is room for improvement.  

Support while waiting for care

Many people continued to experience significant challenges while waiting for treatment, with clear links between length of wait and deteriorating wellbeing. Forty-one percent of respondents said their mental health got worse while waiting for their first appointment for treatment, this increased to 67% when respondents had waited more than 6 months.  

Despite this, the survey shows notable improvements in the support offered during waiting periods. More respondents were offered support while waiting (62% in 2025 compared with 58% in 2023), and among those who received it, nine in ten reported that the support was “completely” or “to some extent” appropriate for their needs.  

Interactions with mental health teams

Experiences of communication and engagement with mental health teams continued to improve. Just over half (53%) said they were “definitely” given enough time to discuss their needs, rising from 51% in 2024 and 50% in 2023. More than half (55%) said they were “always” listened to -an increase from 52% in 2024.  

Forty-one percent reported that they “definitely” received the help they needed, compared with 38% in 2024. However, around one in five (22%) still felt they did not receive the help they needed, indicating that access to consistent, appropriate support remains challenging for some. 

Crisis care 

Knowledge of who to contact out of hours in a crisis improved, with 83% knowing who to contact in 2025 compared with 78% in 2024. However, experiences of crisis care remained mixed. A quarter of people either waited too long (20%) or could not get through (5%) the last time they contacted crisis services, and 32% did not get the help they needed; this figure rose to 51% for those using children and young people’s mental health services (CAMHS).  

Wider support needs 

Many respondents reported gaps in wider support. Thirty-nine percent had not received psychological therapies in the last year but would have liked to, and 40% felt the wait for therapy was too long. Significant proportions also said they received no support with their physical health (38%), advice on finding support with joining groups in their community (45%) or help with money and benefits (66%).  

Differences between groups 

People using older people’s mental health services (OPMHS) reported more positive experiences overall, including shorter waits and higher levels of compassion and communication. In contrast, respondents using children and young people’s mental health services (CAMHS), younger adults, autistic people and disabled people were more likely to report longer waits, difficulties in crisis and support that did not meet their needs. 

Commenting on the publication of the Community Mental Health Survey 2025, Olli Potter, Policy and Public Affairs Manager at Picker, said: 

“Users of community mental health services are continuing to express concerns about waiting times. Many tell us that their mental health deteriorates while they wait. 

“Complaints about NHS waiting times are a common theme across services. The recent British Social Attitudes Survey showed that improving waiting times for GP appointments, at A&E, and for planned operations are the public’s top priorities – while waits for mental health services are lower down the list. This survey, however, shows how important they are and the impact that they have on people who need support. Just as in other physical health settings, people with mental health concerns need support to ‘wait well’, so it is positive to see an increase in service users reporting being offered support while waiting for care.  

“The results highlight significant opportunities to improve person centred care – including by ensuring people are genuinely involved, can participate in shared decision-making, and receive holistic support that recognises the wider factors shaping their wellbeing.  

“We welcome the Health and Social Care Committee’s recent inquiry into community mental health care. Although the government only partially accepted the majority of its recommendations, its response reiterated a commitment to the Modern Service Framework for mental health announced in the Ten Year Plan. Today’s results make clear that progressing this Framework, in partnership with service users, is urgent.”   

ENDS

Notes to editors

• For media enquiries, please contact the Picker Marketing and Communications team at [email protected] or call 01865 632 235.
• The 2025 Community Mental Health Survey was coordinated by Picker on behalf of the Care Quality Commission (CQC). Picker is a health and care research charity with a vision of the highest quality person centred care for all, always. The Care Quality Commission are the independent regulator of health and adult social care in England. 
• The 2025 Community Mental Health Survey considers the experiences of people aged 16 and over who used NHS community mental health services in England between 1 April and 31 May 2025. Fieldwork took place between 18 August and 28 November 2025. A total of 12,319 people responded to the survey, a response rate of 19%. 
• Details about how the survey was administered and full results are available on CQC’s website and in the NHS Surveys website. 

Picker’s team of researchers and data scientists are available to support organisations in understanding, measuring, and using workforce and user experience. For queries about our services or to request a call, please contact [email protected].