Shelter issues winter warning as someone calls its emergency helpline every minute

Families cutting back on food for themselves in a desperate bid to pay their rent 

Shelter’s emergency helpline has been flooded with calls from almost 25,000 people in England in the last two months, with a new person calling every minute.

New data reveals that, since the pandemic disruptions began in March, more than 90,000 people have called the charity’s free national helpline, which is part-funded by M&S. Shelter’s team of frontline advisers are warning of a deeply difficult winter ahead, as even more people face homelessness and hardship after losing income or jobs.

In a worrying sign of the times, one in three people calling Shelter for help are families with children, with more than 31,000 families calling since March. Of the families who’ve reached out for help during the pandemic: 

• 65% were already homeless or at risk of homelessness.  

• 19% needed urgent help to find temporary homeless accommodation. 

• 18% needed help to try and keep hold of their current home.

Andrea Deakin, Helpline Manager at Shelter, said: “2020 has been an incredibly tough year. I think myself so lucky to have a safe home when I know just how many families are living through this pandemic without one. Our emergency helpline is open 365 days a year because we don’t want anyone to face homelessness alone. But as more people turn to us, we urgently need the public’s support to keep answering their calls. Buying a festive M&S sandwich could make all the difference to a family whose home is on the line.” 

The charity’s frontline services data mirrors the results from its Covid monitor, run by YouGov. This shows 1.4 million families (21%) in England are worried they will become homeless as a result of the pandemic. More than 780,000 (14%) have already gone to the extreme of cutting back on food for themselves in a desperate bid to pay their rent or mortgage.  

To ensure it can keep up with the demand for its services this winter and beyond, Shelter is urging the public to buy a festive lunch from M&S. 

M&S food ambassador and TV presenter Emma Willis is supporting Shelter this year. She said: “I’m so grateful that I was able to stay safe in my home with my kids throughout this unpredictable year. But not all families have had that luxury – and the chaos of the pandemic means that more people are facing homelessness for the first time. Over a million families in England are worried they’ll become homeless as a result. So, pick up an M&S sandwich – and help Shelter pick up the phone for the families who need them.” 

The vital funds raised for Shelter through M&S’s festive lunch range will make a real difference to struggling families across the country – like Matt and Heidi. The family from Lincolnshire battled homelessness after they were evicted from their rented home just after Christmas last year. Matt, Heidi and their two children are currently living in a private rental, but it’s in a state of disrepair and they hope to find a safe and permanent home in the future.  

Matt said: “We’ve had homelessness hanging over us, potential redundancy, our kids’ schooling disrupted, and Covid thrown into the mix. We spent months sofa-surfing and were staying with Heidi’s parents when the UK first went into lockdown in March. But with her stepdad vulnerable after having a quadruple heart bypass, we felt like we had to go. 

“We've got quite a big tent stored at Heidi's parent’s house, and there were even a few times I was looking at it and thinking, we're going to end up living in that. When things had gotten so bad, it was good to have Shelter’s support – especially when I don't know where else we would have found help. They’ve really been there for us. I would say Shelter's been a lifeline.” 

Chris Seaby, Head of Product Development for the M&S festive lunch range, said: “The M&S and Shelter partnership has been helping to keep people safe in their homes for 15 years. During that time, we have proudly supported hundreds of thousands of people and families facing homelessness. We fully support Shelter’s belief that nobody should face homelessness alone – and are proud that buying something tasty from our festive lunch range is a simple way to make a big difference. This year, as more people have turned to the Helpline, we must do all we can to help those who need Shelter’s support.” 

ENDS