Behind the scenes at our emergency helpline

Our free emergency helpline is often the first port of call for people facing housing issues. But what is it like to be the person answering those calls? One of our helpline advisers, Jenny tells us more.

“Since I joined Shelter as a helpline adviser, 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, and as living costs soar and vital COVID-19 support measures like the evictions ban are ended, 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 help 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 I speak to is badly grieving. Their partner of 20 years has just passed away. 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 housing authority and assure them that my caller is eligible to succeed the tenancy, and they agree.

One of our helpline advisers, wearing a headset looking directly into the camera

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. I contact the council, frustrated that she’s been put in this awful situation and tell them they’ve breached their duties and 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 and filled in every form of the homelessness application but heard nothing for weeks. I call the housing officer on her behalf and express how urgently she needs a safe place to stay tonight. Whilst we wait for a response, I send her email links to local refuges and organisations that can help long-term.

6.54pm: 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’d been in touch with the council earlier today, but no homeless application was taken, and no accommodation was provided.

He was told he’d get a callback, 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’m going to do everything I can to help.

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

8pm: No two days are the same

I finished up 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?