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.

We have had to make changes to the way we provide our services during the Covid-19 pandemic.

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 and we appreciate your patience.

Our urgent 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 or use our webchat. 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.

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, contact the C.A.L.L. mental health helpline for Wales (text or phone) or visit

The Llamau Youth Homeless Helpline is available to support young people at risk of, or experiencing homelessness. If you are aged 16-24 and without a safe place to stay, Llamau Youth Homeless Helpline is open through the night, from 5pm to 9am and throughout the weekend from 5pm Friday night until 9am Monday morning. 0800 0 495 495, Press option 1 free of charge for help and advice on how to keep safe and access support.

This page was last updated on: February 24, 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.

Font Resize