Our advice helpline is the best way to contact us for any emergencies and urgent housing advice matters.
Our advisers can give you immediate, practical advice, tell you your rights, offer guidance, and link you up to specialist or local services to help you longer term.
Opening times
Usual opening times:
Monday to Friday, 9am to 5pm
closed bank holidays
Christmas and New Year opening times:
open Monday 23rd December, 9am to 5pm
open Tuesday 24th December, 9am to 1pm
closed Wednesday 25th and Thursday 26th December
open Friday 27th December, 9am to 5pm
closed Saturday 28th and Sunday 29th December
open Monday 30th and Tuesday 31st December, 9am – 5pm
closed Wednesday 1st and Thursday 2nd January 2025
Open Friday 3rd January 2025 – normal service resumes, 9am to 5pm
Helpline
Calls are free from UK landlines and main mobile networks.
We'll answer your call as quickly as possible and treat it confidentially.
We cannot always answer every call immediately. If your enquiry is not urgent, please consider using our online housing advice or use a non-urgent form of contact.
We can only help with housing issues in Scotland. If you’re in England or Wales, you can get advice from Shelter England and Shelter Cymru.
It may be helpful to have the following information to hand when you call:
if you rent your home: your landlord's name and address and any letters you've received from your landlord
if you have a mortgage: your mortgage lender's details and any letters you've received from your lender
details of any benefits you're claiming
Getting advice in other languages
If you want advice in a language other than English, please tell the adviser at the start of your call. We can call you back with a LanguageLine language interpreter for a three-way conversation.
BSL (British Sign Language) users can contact us via an online BSL/English interpreter.
