The launch of the Seasonal Workers Support Line (SWSL): A safe, simple way for seasonal workers to raise concerns
Retailer Support Statement
With the rest of the industry and through the Taskforce, retailers are committed to ensuring that workers coming to the UK on the Seasonal Worker Scheme have a positive work experience. The SWSL has been developed to support growers by ensuring workers’* concerns can be raised, understood, and resolved effectively. It aims to support transparent and responsive working environments, strengthen grower–worker relationships and demonstrate a commitment to fair and consistent practices.
How growers can support the SWSL
To provide a confidential way for concerns to be raised and resolved, we ask growers to:
- Opt-in to receive referrals by completing the Unseen webform for each grower site: https://info.unseenuk.org/business/swsl/grower-form
- Display the SWSL poster in worker communal areas (download from the SWS Taskforce SWSL page or request printed copies via SWSoncall@unseenuk.org)
- Raise awareness with workers and supervisors through briefings and inductions (materials available via SWS Taskforce SWSL page)
- Follow the Food Supply Chain Serious Incident Escalation and Management Protocol. As a guide, inform customers within 24 hours for major incidents (e.g. SMETA critical or media allegations), and within 72 hours at the latest. Retailers will not be contacted directly by the support line.
Retailers are committed to working collaboratively with your business to support workers, resolve issues constructively, and maintain high welfare standards across the sector.
*While designed for Seasonal Worker Visa holders, the service is available to all horticulture workers.
The SWSL is free for growers. It is coordinated through the Seasonal Worker Scheme Taskforce, funded by: Asda, Co-op, M&S, Sainsbury’s, Tesco, and Waitrose until January 2027. The first six months will be reviewed as a proof-of-concept phase.
Read below for more information and links to resources including FAQ’s and training materials.
Overview
The Seasonal Workers Support Line (SWSL) provides workers with a safe and accessible way to raise concerns, ensuring issues are handled consistently and directed to the right place.
It supports growers and Scheme Operators by:
- Identifying issues early, before they escalate
- Providing clear, structured referrals
- Reducing duplication across reporting channels
- Improving communication with workers
- Strengthening trust within the workforce
The SWSL works alongside your existing processes as a central triage point. Workers will be encouraged to use their employer’s and Scheme Operator’s complaints and grievance processes first. The SWSL provides workers with an additional way to raise concerns if they have been unable to resolve their problems.
What the SWSL Does
The SWSL is a national reporting and triage service for seasonal workers.
The service is not:
- An advice line
- An advocacy service
- A case management system
The service does:
- Listen to workers
- Record concerns accurately
- Assess whether issues are routine or serious
- Support communication between workers and employers
- Help resolve issues without unnecessary escalation
How Workers Can Get in Touch
Telephone: 8am–9pm, 7 days a week
Online & Messaging: WhatsApp, Telegram, email and webform available 24/7 (Messages are reviewed during service hours)
Language Support: Available in 260+ languages and dialects
How the Service Works:
When a worker contacts the SWSL, trained staff will:
- Gather information about the issue
- Understand any previous attempts to resolve it
- Clarify the outcome the worker is seeking
- Ask for consent before sharing information
- Assess whether the issue is routine or a serious incident
Routine Concerns
Most concerns are routine and are handled by:
- Referring the issue to the grower and Scheme Operator (with consent)
- Requesting confirmation of receipt within 24 hours
- Requesting a response within 5 days
- Following up to confirm resolution
The SWSL does not investigate or determine fault. Its role is to support resolution through clear communication.
Serious Incidents
Where there are indicators of serious harm or criminal activity, cases are escalated under a dedicated protocol. This may include referral to:
- Police (immediate risk of harm)
- Fair Work Agency (modern slavery indicators)
- National Crime Agency (serious organised crime)
Escalation takes place within 2–4 service hours, depending on risk level. Serious incidents that do not require external authority involvement are referred to growers and Scheme Operators to manage under agreed industry protocols.
Referrals and Consent
- Referrals are made only with worker consent, unless there is an immediate safeguarding risk
- Workers can choose who their concern is shared with
- Where consent is not given, workers may be signposted to other support services
A Joined-Up Approach
The SWSL is designed to:
- Provide a single, consistent entry point
- Reduce duplication across reporting routes
- Ensure concerns reach the right organisation quickly
It does not replace existing organisational procedures, but supports them through a central triage function.
Data and Reporting
- Referrals are shared where consent is given
- Wider reporting is aggregated and anonymised
- No personal data is shared without consent, unless required for safeguarding
The first six months will be reviewed as a proof-of-concept phase.
- Helpline poster (digital version)
- Helpline FAQs
- Supervisor training slides
- Worker induction slides
- Grower and Scheme Operator Handbook content
- Launch webinar slides and further information
- Launch webinar recording
Tags: Seasonal Worker Scheme Taskforce
Categorised in: SWS Taskforce
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