Sorry it took a while for them to reply, their email service is run completely by volunteers and is dependant entirely on people coming online to read the email. I can only imagine there must have been a lot of emails or not a lot of people available.
If you need a faster answer in future you could call them or post here maybe?
I was in such a state last night that I calked them. They did not answer the phone. So I emailed them and like you got my reply late this afternoon, 15 or 16 hours later. I ended up taking an overdose of pain killers last night but sadly I woke up in the early hours with a migraine. I couldn't even get that right. Had someone answered the phone or replied sooner I may not have reached to that state though....
They have always answered the phone to me, I've called them quite a few times. Once they even called me back a couple of days later, to check on me, as I was in such a state at the time. I have no idea about emails though, never used that route.
Mostly they have been great, some of them are better than others, but they have always listened well. Some of them have been just great, can't thank them enough.
I understand about writing thoughts, down it can be good sometimes, i've vented on here to good effect. I don't usually have a problem talking, used to work in mental health listening to people, so I guess i'm just used to the idea.
I did find once I called, not really knowing what to say, just too depressed to speak. They asked questions and were patient, encouraging me to talk, this helped.