Housing webchat for professionals

Normal opening hours are Monday to Friday, 8am to 5pm excluding bank holidays.

Webchat and telephone advice services are busy. Try contacting us between 8am and 9am when the service is quieter.

When you contact us by webchat:

• the adviser will ask you which organisation you work for

• you can share redacted documents with us in the chat

• we will send you a transcript of the conversation by email after the chat

Report a technical issue with our webchat service

We will not ask for personal details that could identify your client.

Waiting times

Waiting times can be up to 30 minutes during busy periods. Please bear with us in times of high demand. We will answer your query as quickly as we can.

Gather as much information as you can about your client's housing situation.

If you aren't sure what to ask, try our checker tools and guides for help to determine things like what tenancy your client has, or what to ask about homeless applications.

Find our tools and guides for professionals.

Sharing documents with us

Please don't share your client's personal details with us. You must remove information from documents that could identify your client, such as their name, address, or date of birth.

We will return any documents that contain identifying information for you to resubmit. Help us to help you avoid a delay by preparing any documents in advance.

We are funded to deliver phone and webchat services to organisations in England that provide housing or homelessness advice to their service users.

This includes organisations that provide debt and benefits advice to help improve their clients' housing situation.

You are eligible to use our services if you work for a:

• local Citizens Advice

• local authority

• public authority, like prisons, probation services, jobcentres, or health services

• voluntary or charitable organisation

Voluntary or charitable organisations listed below, such as community interest companies (CICs) are not eligible.

Who is not eligible?

We cannot provide phone and webchat services to:

• organisations based outside England

• companies that charge clients fees for advice or services

• housing associations

• community interest companies (CICs)

• tenant management organisations (TMOs)

• private companies

Our online advice is available to anyone from any organisation.

Contact our expert housing advisers for help with cases like:

• local authority homelessness applications and allocations of social housing

• notices and court action for eviction of tenants

• poor housing conditions and disrepair

• problems during private tenancies

For help with mortgage problems and debt queries contact Shelter's Specialist Debt Advice Service.

If you would rather speak to an adviser on the phone, you can call us during our opening hours.

Our online advice for professionals could help you find a quick answer to your question.

Section 21 notices

A landlord can serve a valid section 21 notice to end an assured shorthold tenancy without proving a ground for possession.

Homeless application process

A fully referenced outline of the homeless application process including how to apply, the local authority duties, and challenging decisions.

Suitability of homelessness accommodation

Accommodation offered, secured, or provided by a local authority under a homeless duty must be suitable.

Rent increases for private tenants

Private landlords of assured and assured shorthold tenants can increase the rent if certain conditions are met.