Behind the scenes at our helpline

Our free helpline is often the first contact point for people facing housing issues. But what's it like to be the person answering those calls? One of our helpline advisers tells us more.

'Since I joined our helpline, I've been in awe of how much is done every day to fight for people's right to a safe home.
In this national housing emergency, our helpline faces huge demand as people look to us for support and advice.
I'm so grateful that we can help and empower them. I never know what to expect from the next emergency call. Here are just some of the people I support every day.'

12.30pm: Helping a client keep their home

There's already a long queue of calls waiting, so I answer the first of my shift straight away. The caller is grieving. Their partner of 20 years has just died. Their tenancy with the housing association is in their partner's sole name and they've been given a notice of eviction. After taking lots of details, I know this isn't right.

I call the local council and assure them that my caller is eligible to succeed the tenancy, and they agree.

1.50pm: Emergency accommodation

I speak to a distraught single mother. She's been refused assessment for homeless assistance. She has nowhere to go. I must help her find a safe place. Frustrated that she's been put in this awful situation, I contact the council and tell them they've breached their duties. They need to provide my caller with emergency accommodation.

I call my client back. She's so thankful. She now has a place to stay.

3.20pm: Fleeing domestic abuse

I answer a call from a woman in tears. She tells me that her ex-partner had been abusing her, so she ran away from home with her child. She's scared he'll find them and hurt them. She's done everything right but has heard nothing from the local council for weeks.

I call the housing officer on her behalf and express how urgently she needs a safe place to stay tonight. While we wait for a response, I email her links to local refuges and organisations that can help long-term.

4.15pm: Emotions running high

Even though we're trained to be resilient, some calls just get to you, and this is one of them. I speak to a lovely man who's been sleeping in his car with his pregnant partner. He's trying to keep his voice steady, but he sounds frightened. He contacted the council earlier today, but no homeless application was taken, and no accommodation was provided.

He was told someone would call him back, but that was hours ago. He tells me he doesn't care about himself but wants somewhere for his partner to be safe and comfortable. I'm outraged. No one should have to resort to sleeping in a car, but imagine how it feels when you're expecting a child? I reassure him that I’ll do everything I can to help.

After getting no response from the council, I issue an alert. I'm later relieved to hear that the couple was given emergency accommodation.

5pm: No two days are the same

I finish the day by checking any final emails and leaving everything tidy for the morning. No two days are the same in my job, and I wonder who I'll speak to tomorrow?

Our helpline operates Monday-Friday, 9am-5pm. Every helpline call answered is vital. It could mean helping someone find a safe place to sleep that night or advising them on steps they can take to secure a permanent home. A home that provides the foundation for a family to thrive.

This support means so much to the thousands of people currently affected by the housing emergency.