Frequently Asked Questions

Our services are provided by independent UK specialists, all online. First, subscribe to the plan you want and you can book your first appointment within 7-10 days. You can see a typical client journey explained on our home page. Read about our specialists on our 'Us' page.Our specialists provide a wide range of gender services, including private mail order prescriptions, via our pharmacy partner.Remember, access to all services is subject to a detailed assessment of your needs by qualified and independently regulated UK specialists. Purchasing our subscription does not automatically guarantee you access to any particular service or medication.

We are 100% online and have no physical locations. Our service connects you directly with UK specialists via your smartphone or computer. You do have to be resident in England, Scotland, Northern Ireland or Wales to access our services. Get expert care from the comfort and privacy of your own home.

If you receive a request from us for identification please use the Contact Page to send us the files, or, send them securely by WhatsApp at 07479 022482. Take a clear photograph of your photo ID with your smartphone. Don't cut off any edges and use good light. Just send one good photo.Acceptable IDTier 1 A passport / National IDA photo driving licencePASS card from the national Proof of Age Standards Scheme/Post OfficeA Residence Permit Tier 2A student ID*A Voter Authority Certificate*An NHS ID card**If your date of birth is not displayed, then one additional document must be produced to confirm your date of birth. Additional documents may include:A birth certificateA letter from your local authorityA letter from the NHSA letter from your bank or building societyWe understand that our clients often face unique challenges regarding identification. We understand if your ID is in a different gender or name. We are here to help. Please get in touch if you need assistance or have queries about your ID.

We do accept clients who have already started gender affirming hormone therapy at other providers. We do not offer a specific ‘transfer of care’ service. All prospective clients attend an Intake Session at a minimum, which is included in the monthly subscription. This session allows our specialists to obtain a clearer picture of you and your previous care. All information that you can provide on your treatment so far will be taken into consideration by our specialists. After this session, you will have a full understanding of the services we can offer you, based on your health background. These services can include access to medication such as hormones if appropriate*. For a healthy adult (18+), it takes 4-8 weeks to complete our intake processes (including blood tests) and start to receive gender affirming hormone therapy (medication). *Access to prescriptions and our pharmacy partners is always subject to a detailed assessment of your needs by suitably qualified independent Eden specialists. Purchasing an Eden subscription does not automatically qualify you to receive e-prescriptions. Medication advice and prescriptions are limited to hormones and related medications, such as for hormone side effects. Our specialists do not offer advice or prescriptions for other unrelated issues.

We are a specialist private UK transgender, non-binary and intersex healthcare advisory service. Our company is registered in Scotland as Eden New Life TNBI Ltd. We are 100% online so everything is done via your phone or computer, including meetings with doctors. All our specialists are independent UK registered professionals and you can read about them on our website. You do not need any diagnosis or referral to become one of our clients. You can subscribe and access services immediately. In return for a monthly subscription, we connect you to a group of carefully selected independent, qualified professionals, including doctors, for virtual care. They provide you with advice, which can include diagnosis, e-prescriptions and access to our pharmacy partners for medication including gender affirming hormone therapy (GAHT). Your e-prescriptions are passed directly to our UK pharmacy partners and you can order and pay for your hormones or other medication for mail order delivery in a few clicks. Our subscription model means you have constant access to experts who understand your healthcare needs. The services we provide follow our own treatment protocols (models for your care) which were designed by a specialist UK doctor following WPATH guidelines.

Following on from the Cass Review, we are no longer accepting new clients aged under 18. Clients must be aged over 18 to access our services.

Information on Shared CareWe are sometimes asked if we can provide “shared care” with an NHS GP or some other external provider. This is a complex issue which we explain here;What is NHS Shared Care?Shared care can refer to a formal written agreement between an NHS General Practitioner (GP) and another NHS or commissioned private specialist to share the care of a patient. It can allow a GP to prescribe and monitor medicines for a patient, with suitable support from the specialist. There are NHS policies and funding arrangements for these agreements. These do not extend to NHS GPs working with non-commissioned private healthcare companies. NHS GPs may not receive NHS funding to carry out non-NHS work.Do you provide Shared Care?Eden New Life does not offer any shared care services. If this changes in the future we’ll notify our subscribers by email. Why don't you offer Shared Care?People choose private healthcare primarily for convenience and speed. We do not offer shared care because:Unmatched Speed and Direct Access: We have built a dedicated team of independent UK specialists—including doctors, prescribers, surgeons, and therapists—who deliver fast, high-quality care tailored specifically to transgender, intersex, and non-binary clients. No Delays from Overburdened Services: NHS GPs manage thousands of patients and often take days or even weeks to respond. Rather than wait for your GP, our specialists manage your care quickly, directly and without delays. We have not sought to be commissioned to offer shared care, so, cannot do so.Can I get any benefits from my GP for my Eden care?Potentially. You can ask your GP to provide you with blood tests. We provide a free template letter so you know what to ask for, and our specialists will review these for free if you are a paid subscriber. Just be aware that some GPs may refuse to provide you with these tests as they are not commissioned (i.e. they do not get paid) to do non-NHS work. Will you talk to my GP?Your GP can contact us at any time via help@edennew.life. Many do, to check out our service quality (which we applaud, as they have your best interests at heart). As we take your privacy very seriously we would never share any personal information about you with your GP unless we have your explicit written consent to do so.

You are free to tell your GP what medication and dose you have been prescribed by our specialists, or, show them the medication. You can also use our free template (letter 1) attached below to let your GP know that you are using our services.If you would like a more detailed letter that confirms your current use of our service and your current prescription these are available for free if you are a paid subscriber. To order this letter just get in touch. In both cases you must pass the letter to your GP. We cannot do so on your behalf.

It is best practice to let your GP know that you are working with us. If you have given us consent we may contact them. If you wish to inform your GP yourself the template document attached may help. If you obtain medication from our specialists you can easily let your GP know the type and dose. Your GP is welcome to contact us at any time but we won't share any personal information about you unless we have your written consent.

Specialist healthcare is expensive. By developing our own treatment models, removing unnecessary costs - like expensive offices - and having vetted, independent UK specialists advise you via your phone or computer using the latest technology you can access the care you need for a fixed, low-cost monthly subscription. In addition, our specialists get the benefit of working from home and making more efficient use of their time, so they can see more patients whilst reducing their carbon footprint. We have nothing to hide. That is why you can read about our team members on our 'Us' page. Please research them and us. Your GP is also very welcome to contact us.

Unfortunately, for insurance reasons, we cannot provide any services to clients in Ireland (ROI). We can and do support clients in Northern Ireland.

You meet with our specialists using your computer or smartphone. We use the Google Meet service, so you don't need to install any special software. It's as easy as clicking once on the link we send you. You'll have a video and audio connection to us. Some sessions are recorded, with your consent. We will always alert you and ask for your consent before we start recording. We record so that you can always access a perfect record of what was discussed, in case it's needed in the future.

A common misconception is that there are only two sexes; male (XY) and female (XX). However, research shows that up to 2% of the population are intersex, i.e. their sexual anatomy does not exclusively match a male or female sex classification. This is approximately the same amount of people in the population with red (ginger) hair. Another term for Intersex is 'Disorders of Sex Development' which implies, by the use of the word 'disorder', that these differences are problems that need to be medically corrected. Intersex people are often misgendered and constantly judged. Discrimination exists and is real. There are over 40 different types of Intersex, with four main categories listed below. The first three categories all have discrepancies between internal and external genitalia: 1. 46 XX Intersex. Has the chromosomes of a female, ovaries of a female but external genitals that appear male. There are several causes of this such as Congenital Adrenal Hyperplasia or where a female foetus has been exposed to testosterone during pregnancy. 2. 46 XY Intersex. The person has the chromosomes of a man but the external genitals are incompletely formed, ambiguous or appear female. There are several causes of this such as Androgen Insensitivity Syndrome where the body is partially or completely unable to respond to testosterone. 3. True Gonadal Intersex. The person may have XX chromosomes, XY chromosomes or both. The person has both ovarian and testicular tissue and may have 1 ovary and 1 testis. The cause of this is unknown. 4. Complex or Undetermined Intersex. This final category causes differences in sex hormone levels and overall sexual development. It is due to an altered number of sex chromosomes, such as 45 X0 (one 1 sex chromosome), 47 XXX or 47 XXY. So, next time you hear 'there are only two sexes' be sure to share this knowledge. Eden New Life is a specialist healthcare advisory service for transgender, intersex and non-binary clients in the UK. You can see our subscription plans below.

We know how frustrating this can be! First check your junk or spam email folder to see if our emails are there. If not, please use one of the other options on our contact page to send a message to our team. It may be that your email provider is blocking our emails. These are help@edennew.life and clientcare@edennew.life.

We appreciate that this is an important aspect of transition for many of our clients, but it is not a service we are able to provide directly at the moment. However, you may find the external resources below to be helpful. Phone App Voice Tools: Android: https://play.google.com/store/apps/details?id=com.DevExtras.VoiceTools&hl=en_GB Apple: https://apps.apple.com/us/app/voice-tools/id1447495900 Voice Coaching (from a qualified professional coach, and not through Eden New Life): https://www.jordanrosscommunication.com/

Our online sessions may not be suitable for you if you need a third party to speak for you, or if you have a significant speech impediment which means our specialists may not be able to fully establish your needs. If you need further advice, please get in touch.

Once you have booked a session on our website, you’ll receive a booking confirmation email containing the Zoom link for the session. Click the link a minute or two before the session time, then follow these steps: 1. Select ‘Join from your browser’ for the best experience. You can download the Zoom app if you want to, but this is not a requirement and you’ll be able to join the session without it by choosing the browser option. 2. Allow Zoom to use your microphone and camera. The specialist needs to be able to see and hear you for the session to go ahead. 3. Enter your name and press Join. We recommend using the same name that you booked the session under to assist the specialist in identifying you. 4. You should now be in the Waiting Room. The specialist will then start the meeting. 5. If this is your first time, your microphone and camera may be turned off by default when you enter the meeting. Press the microphone and camera icons to turn them on. If you get stuck please WhatsApp message (07479 022482) or call us (0131 381 7303) right away. For individual meetings, the specialist will close the session if you are more than 10 minutes late.

Our registration with Healthcare Improvement Scotland is currently in progress, expected to take 1-6 months. In the meantime, you can view the existing registration listing here.

No, because we are a Scottish company and so will be regulated by Healthcare Improvement Scotland. The CQC does not regulate Scottish companies.

We can assist you with changing your name and gender marker on your passport. If you do not have a Gender Recognition Certificate, HM Passport Office requires you to send a supporting letter from a UK-registered specialist with your application. We offer this service on a Pay-As-You-Go basis:Book a PAYG Gender Marker Letter Change - Passport Session(Please note if you are not already a paid subscriber of ours, you will first need to book a PAYG Intake Session prior to this letter session)Alongside this letter, HM Passport Office also requires you to submit:Proof of name change - Original Deed PollEvidence of new name usage - such as a bank statement, utility bill, payslipPersonal letter from you requesting a name and gender marker changeWe have created a template to assist you in writing your personal letter. You can find more guidance on the UK Government website, or you can send us an email via help@edennew.life and we will be happy to assist.