Coronavirus (COVID-19)

Many people are worried about Coronavirus (COVID-19) and how this could affect their housing. Click here to find out what COVID-19 means for you.

Due to the current COVID-19 situation, we have had to make changes to the way we provide our services.

To keep our advice team safe, our advisers are now working from home. This means our helpline is still open but operating with reduced capacity and there is now a queue limit time of 8 minutes. We are committed to keeping you and our advisers safe throughout the coronavirus pandemic and we appreciate your patience.

Our helpline: 08000 495 495 

Talk to an expert housing adviser.

Our helpline is open 9.30am – 4pm Monday to Friday.

My situation is urgent

Ring the helpline if your situation is urgent, for example if you:

  • have nowhere to sleep, or might be homeless soon
  • have somewhere to sleep, but nowhere to call home
  • are/could be at risk of harm
  • feel very overwhelmed about your housing situation
  • are being evicted
  • are facing court proceedings.

Our helpline is very busy. If you have problems getting through, please keep trying, or use one of the other options below.

My situation is not urgent

Our advice line is very busy. If your situation is not urgent, you might prefer to search our online housing advice, use our webchat or email an adviser. Examples of non-urgent situations include where you have:

  • a dispute with your landlord about a tenancy deposit
  • rent or mortgage arrears but court proceedings have not yet started
  • a home that needs repairs but you are not at risk of harm from the conditions.

Don’t worry if you are not sure if your situation is urgent. You can still ring us but be aware that you might need to wait in a queue and you may need to try to ring us a few times.

What to expect when you ring

Having documents (tenancy agreements, court papers, council letters etc.) to hand will help us understand and deal with your problem. Having a pen and paper can also be helpful.

Other ways of contacting us

If you are having problems getting through on the helpline, or your situation is not urgent, you might prefer to use our webchat or send us an email. Our inbox is checked frequently and we aim to respond within 5 working days.

You can also make an appointment to see an adviser face-to-face but please  remember they may not be able to see you straight away.

If you’re at immediate risk?

Dial 999 for help if you’re at risk of violence. If you’re feeling really low and need to talk, you can call the Samaritans for free on 116 123.

This page was last updated on: Ionawr 12, 2021

Shelter Cymru acknowledges the support of Shelter in allowing us to adapt their content. The information contained on this site is updated and maintained by Shelter Cymru and only gives general guidance on the law in Wales. It should not be regarded or relied upon as a complete or authoritative statement of the law.

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