Frequently Asked Questions

To help answer any questions you may have about the NHS Healthy Living service, we have listed a number of frequently asked questions on this page.

Be sure to scroll through all questions before getting in touch.

General questions

  • The NHS Healthy Living service provides digital diabetes support through two programmes:

    Living with type 1 diabetes

    Living with type 2 diabetes

    You can register via this link.

    The programmes are available for people living with diabetes as well as for people who care and support people with diabetes, and HCP staff. Please note that for carers and staff the Chat Forum is not provided.

  • If you have not yet signed up to access your Healthy Living programme, you can do so by clicking ‘sign up’ in the top right corner of your screen and following the onscreen questions.

  • The NHS Healthy Living service is available for all adults with diabetes (excluding gestational) and is brought to you by the team at the Leicester Diabetes Centre, world-leading experts in the field of diabetes management and prevention. Our programmes combine a thoughtful, person-centred approach with clear communication and evidence based content. It’s not just what we do—it’s how we do it that sets us apart. Providing trusted content and support for people with diabetes across England.

  • The NHS Healthy Living service is an NHS England commissioned service. NHS England created a specification detailing what they wanted from a service provider, any eligible organisation/company could apply, and we (UHL / LDC) were chosen to take over. This commissioning process will be repeated in the future (approximately every three to five years).

  • Unfortunately, the NHS Healthy Living service can not provide personal medical advice. We recommend you go to your healthcare professional.

    We can give advice on how to sign up to and how to get the most out of your NHS Healthy Living programme.

  • There is no time limit. However, if you do not use Healthy Living for six months, your account will be archived.

    Once registered, we recommend you come back regularly as we will update our content in line with feedback and the latest evidence.

  • Yes. You can use our in-built translation tool available at the top of the screen on the a desktop or via the menu on mobile phones.

  • Unfortunately, the Healthy Living service is designed for people with, or caring for someone with, diabetes.

    If you have pre-diabetes we recommend joining the NHS Diabetes Prevention Programme called ‘Healthier You’ - you can find out more here https://www.england.nhs.uk/diabetes/diabetes-prevention/

  • If you have a diagnosis of monogenic, secondary or type 3c diabetes then you can access Healthy Living - we recommend speaking with your Healthcare team to decide which of the two available programmes is right for you. We then ask you to join by selecting the type relevant to the programme you wish to access, and once registered amend your diagnosis type in the settings. We will then alert you in the future if specific advice or programmes to your diabetes type become available.

    If you have gestational diabetes, the Healthy Living service is unable to support you we’re afraid. We recommend self-referring to the NHS Diabetes Prevention Programme.

  • We welcome carers, family members and friends of people living with diabetes to join Healthy Living.

    Select Sign Up at the top and then choose if you are a carer, or family member/friend of someone living with type 1 or type 2 diabetes.

    Once you have answered a few short questions in our registration form, you will be directed to your home-screen from here you can navigate to all available content and functionality.

    Your access will mirror what a person living with diabetes will see when they log in, so you can:

    • explore all the same learning sessions and useful information

    • view booster sessions - released over the first month of your access

    • access the Health trackers - you are free to add your own data here but please remember that these are applicable to diabetes and may not be things you need to be tracking if you don’t have diabetes

    • get tracking your activity and involved with challenges at your leisure

    People living with diabetes will also have access to a Chat Forum where they can post questions and offer each other support, you will not have access to this.

Technical support questions

  • There may be many reasons as to why you are having issues during sign up.

    Healthy Living is recommended to work via Google Chrome, Microsoft Edge or the Safari browser; if you use Firefox, Ask or any other internet browser Healthy Living may not work properly.

    service.healthyliving.nhs.uk/app/register is the full link to begin your registration. Or you can just select Sign Up at the top of the screen. You will need to answer all questions marked with an asterisk throughout to be granted acccess.

  • There are a number of reasons the system might not accept your password, please read through the following potential solutions:

    Are you trying to register? If so, you will need to make sure your password is at least 10 characters long and contains upper and lower case letters, at least one number and at least one special character. Please make sure there are no spaces.

    If you are an existing user but your password isn’t working - please make sure you are typing your password in, not copying and pasting as this may add spaces at beginning or end that you are unable to see. If it still does not work, please try to password reset button.

  • Your security code is personalised to you each time you login, and will be sent automatically via text message (or email if a mobile number is not provided).

  • Healthy Living is not an app that you download from an app store. You use it in a web browser.

    We recommend the latest version of Google Chrome, Microsoft Edge or Safari. You can add a Healthy Living shortcut to your mobile phone's home screen, a tile will appear and can access Healthy Living by selecting this in the future.

  • You can read how we use and protect your information in our Legal documents. You can view these in the footer of our homepage, or via the Legal tab in the main menu once logged in. During registration, you will be asked to review and accept these, a link to each document is provided at that time.

  • You can contact us via our Helpdesk any time between 0800 and 1800 Monday to Friday (except bank holidays).

    If you an existing user, please make sure you read through the FAQs and Help sections in your main menu for potential solutions, before reaching out to the Helpdesk.

    Our contact details are:

    Email - uhl-tr.healthylivinghelpdesk@nhs.uk

    Phone - 0116 216 3996

Still struggling?

Open Monday to Friday 0800 to 1800 (excluding bank holidays), our technical support helpdesk will be happy to help:

Email: uhl-tr.healthylivinghelpdesk@nhs.net

Phone: 0116 216 3996

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