Our helpline: 0345 075 5005 

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 extremely 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 you need some advice on a matter which is not urgent, you might prefer to search our online housing advice, or to email an adviser. Examples of non-urgent situations include:

  • You have a dispute with your landlord about a tenancy deposit
  • You are in rent or mortgage arrears but court proceedings have not yet started
  • Your home 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 relevant documents (tenancy agreements, court papers, council letters etc.) to hand will help us deal with your problem. When you do call, we’ll ask you to explain what’s going on – and these documents can help us understand the situation. 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 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: November 26, 2018

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.