Find out who can use our Special Debt Advice Service, the kind of enquiries they can help with, and answers to your other questions about SADS.
Specialist debt advice FAQs
Who can use the service?
We provide consultancy services to debt advisers across England and Wales – specifically all Local Citizen’s Advice (LCA), local authorities, housing associations, and free-to-client advice agencies.
If you’re struggling with a complicated debt advice query, we can help.
What types of enquiries can the SDAS help with and how can I ensure I submit the best information?
Find out what we can help with and how to submit the best information in our Service Remit guide.
How do I submit an enquiry?
There are two ways you can submit enquiries:
Web enquiries
Web enquiries can be made 24 hours a day, 7 days a week, via our online webform.
We will respond to enquiries made through our online form within 3 working days for non-urgent enquiries (excluding weekends and Bank Holidays), or within 24 hours in urgent cases.
Telephone service
Our telephone service is available by calling 03300 580 404. Our telephone service is open 9am-5pm Monday to Friday (excluding bank holidays).
If you have multiple enquiries which relate to different clients, please submit them separately.
What does your service consider as an urgent case?
An urgent enquiry could include:
an imminent visit from an Enforcement Officer or bailiff
a court hearing listed
responding to court forms by a specific date
eviction
removal of goods
disconnection of services such as gas or electric
We may respond to some enquiries within 3 working days if we do not agree with your definition of urgent. For example, an impending client appointment would not be considered an urgent issue.
When can I expect a response to my enquiry?
We will respond to enquiries made through our online form within 3 working days for non-urgent enquiries (excluding weekends and Bank Holidays), or within 24 hours in urgent cases.
Please clearly indicate if your client is facing an emergency with their debt enquiry. See What does your service consider as an urgent case? above.
How can I contact the service with a general enquiry?
You can contact us for general enquiries by emailing specialistdebt@shelter.org.uk.
Do you deal with enquiries outside of England and Wales?
No, we are only able to help with queries from England and Wales.
How do I submit an enquiry with additional documents?
Additional documents can be provided by emailing them to specialistdebt@shelter.org.uk.
The documents cannot be accepted unless all client details are redacted.
Please ensure all client information is redacted to avoid delays in dealing with your query.
What are your opening hours?
Web enquiries can be made 24 hours a day, 7 days a week.
Our telephone service is open 9am-5pm Monday to Friday (excluding bank holidays).
Will a client's personal details need to be shared with the adviser?
We only collect the personal details we need to fulfil the service you expect from us. We do not collect or record any personal details about your clients.
When using our service via telephone or our web form, we will ask you for:
your name
the name of the organisation you work for
your email address and contact telephone number
whether you are a member of the IMA
We will keep all your case information – including notes, letters and information given to us in relation to your enquiry – in a confidential record.
Do you offer a face-to-face service?
No, advisers can only access the service through our web enquiry form or telephone service.
Can clients contact SDAS directly?
Unfortunately, we can’t give advice to members of the public.
Clients will need to visit the Money Advice Service website or contact their nearest Local Citizens Advice for help.
Do you offer an agreement-checking service, and can you assist with skeleton arguments, witness statements or supported casework?
We do not provide an agreement-checking service.
Depending on our capacity and the severity of the client's situation, we may be able to assist with supported casework, witness statements or skeleton arguments, although we would expect the first-tier adviser to have made an attempt to do this themselves.
We are more likely to be able to help if we are only required to sense-check your own work.
Where can I access other Shelter services?
Other Shelter services can be accessed via the following websites:
If I have a DRO enquiry, should I contact your service or the DRO Unit?
The DRO Team no longer deals with pre-submission enquiries and as such may direct callers to the Specialist Debt Advice Service.
SDAS are the agreed point of technical advice for DROs and where possible we will provide answers and information to specific queries and possibly make suggestions on how to proceed.
Available resources should be used before approaching the service. Useful resources include:
The Citizens Advice DRO Toolkit contained on Advisernet
Insolvency Service Intermediary Guidance notes
Insolvency service newsletters
Insolvency Service Technical manual chapter 46
Insolvency Act 1986 Part 7A
Wiseradviser DRO Toolkit
CPAG Debt Advice handbook
If you can’t find the answer from these resources, contact us.
However, in some circumstances we can ask the DRO Team for an opinion. They will consider the merits of the case on a case-by-case basis.
Clients should be made aware of the risk of submitting their application and losing the fee if declined.
The SDAS team cannot make decisions on specific questions relating to individual DRO applications as the DRO Team are the only people authorised to do so.
I have a repeat enquiry. How do I submit it?
When submitting a repeat enquiry online, please add your 7-digit reference number beginning with the letter C, which you will have been allocated.
If you are making a repeat enquiry by telephone, please have the case reference number to hand.
Can clients be present when an adviser contacts the service?
It is essential that the client is not present when you contact the service.
Do you offer a call-back service?
No, but we will call you back if you have submitted an online enquiry and we need further information.
Can another person in my office access the enquires I have submitted and replies / Can my supervisor contact you to discuss my cases?
Your enquiry and response are unique to you and only you have access to these details.
Does the same team member deal with my enquiry if it is a repeat enquiry?
All of our debt team can access the case notes and can deal with a repeat enquiry. We cannot guarantee that the same team member will deal with a repeat enquiry.
Why has my enquiry been rejected?
If your enquiry has been rejected or signposted, this is because your enquiry is outside of our remit.
See What types of enquiries can SDAS help with and how can I ensure I submit the best information? above.
I submitted an enquiry more than three working days ago, but have not received a reply. What should I do?
Contact specialistdebt@shelter.org.uk and we will look into the matter. If possible, please provide your original enquiry, confirming the date you submitted your enquiry.
How do I make a complaint?
You can make a complaint by:
email at info@shelter.org.uk
telephone on 0300 330 1234
fax on 0344 515 2973
or by letter to Shelter Supporter Helpdesk, PO Box 1477, Sheffield S1 4YQ
Please indicate that your complaint relates to the Specialist Debt Advice Service.
We also welcome suggestions on how we can improve the service. These can be sent to specialistdebt@shelter.org.uk.
