We are always looking for ways to improve our services. If you have any comments on Shelter's email advice service, please let us know.
Do you need advice or help?
If you need advice by email, please complete the email advice request form.
Do you want to give feedback about email advice you have received?
You can send us your comments using the form below. This form is for sending feedback only. Please do not use it to request advice as we cannot advise you without the personal information that we ask for in our email advice request form.
Alternatively, you can email us at servicemanager_advice@shelter.org.uk.
Do you want to contact us by post?
If you prefer, you can send us your comments by post. Write to our Helpline Manager at:
Helpline Manager
Shelter
PO Box 1477
Sheffield
S1 4YQ
Do you want to make a complaint?
We want to hear from you if you are unhappy with any aspect of our email advice service. Making a complaint will help us to address you concerns and may also help us to identify where we can improve the service we offer.
Please email the Service Manager at: servicemanager_advice@shelter.org.uk to make your complaint. We hope to be able to resolve the issue for you within five working days.
If you are not happy with the response you receive, you can take your complaint further to Shelter's Business Support Team. This team handles complaints that cannot be resolved by the email service itself. They can be contacted by post or by email:
Business Support Team
Shelter
Aegon House
30 Poole Hill
Bournemouth
BH2 5PS
Email: business_support@shelter.org.uk
The Business Support Team will let you know that they have received your complaint within five working days and will send you a full response within 21 working days. If this is not possible, they will inform you of the reasons for the delay and agree a revised timescale. A copy of Shelter's complaints policy is available upon request.
