Parents devastated by heroin use in the family speak about which services helped most. Research among parents of heroin users found a high degree of shock and distress. Parents felt the probation service was most help as it included them in its work with the child. Family support groups were used only by a minority. Exclusion of parents from the work of client-centred drug agencies and differences in approach have led to a split which will need to be healed if local prevention schemes are to succeed.