Our impact

Shelter exists to fight for all those whose lives are blighted by the loss of their home – and all whose lives will be affected if things don’t change. Last year, we gave information, support, and advice to millions of people facing homelessness or experiencing bad housing.

In 2018/19, people came to Shelter for the following reasons:


were facing eviction or repossession


were looking for somewhere new to live


needed help dealing with poor conditions


lived in an unsafe house or area


were having trouble with their landlord, letting agency or tenancy


were struggling to cope or manage on a day-to-day basis


needed help with their finances

Our hubs gave advice
and support to


Our prison services also worked with 14,841 people

In 2018/19, our helpline team

gave advice to
41,192 households

We spent an average of 26 minutes talking to each caller in England and 12 minutes in Scotland.

Our online advice pages

4.3 million visits last year

We had 41,508 conversations with people through our webchat service.

In 2018/19, thanks to our help: 33,000 households saw a positive change in their housing situation

8,700 households

halted their eviction or repossession proceeding and kept their homes

2,100 households

that needed to move home, found somewhere to live

10,600 households

who were having an issue with their landlord or tenancy saw an improvement

5,300 homeless

households found somewhere to live

3,200 households

saw their poor conditions improve

12,900 households

are now coping or managing better on a day-to-day basis

8,800 households

improved their financial situation

This year, we continued to achieve important policy changes that improved the lives of thousands of people. Together with our supporters, we’re building a movement for change to fight social injustice and defend the right to a safe home.

Scrapping section 21

After pressure from Shelter and our supporters, the government announced plans to end no-fault evictions in April 2018. But our work doesn’t end here: we’re keeping the pressure on to make sure the new government doesn’t water down proposals.

No excuse for ‘No DSS’

It’s been a big year for our campaign to end discrimination towards tenants who rely on benefits. Thanks to pressure from us, major banks and property portals have changed their policies, the issue was raised in parliament and the government has since stated its intention to crack down on DSS discrimination.

A Big Conversation

Our independent commission published the findings of their investigation of the future of social housing. Their report highlights the vital need for a historic renewal of social housebuilding policy and calls for 3.1 million more social homes over the next 20 years.

Download our Impact Report to read more about how we make a difference.