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NHAS Advice Line: Achievements of 2020

Posted on 15/12/20 in NHAS

NHAS Advice Line: Achievements of 2020

Our advice line has risen to the challenges of 2020 with great success. Four new advisers were recruited during lockdown and are now answering your enquiries. The service remained unaffected by lockdown and all advisers were able to work from home.

Some significant achievements include:

  • 11,140 contacts to the service have been handled in 2020 so far
  • 91% of calls were answered
  • 99% of advice line users, who completed the feedback survey, were either 'happy' or 'very happy' with the service they received 
  • 96% of users stated that they found the service either 'easy' or 'very easy' to access

Survey responses: 

"I use the service for my clients regularly and have never been disappointed with the person, the advice or the follow up information."

"I'm a domestic violence specialist and rely so much on the great support from you to support our clients into safe accommodation."

"The service that you provide is absolutely brilliant. Thanks and well done to you all through these difficult times."

"I am so grateful for being able to access NHAS for my complex housing cases, especially now since we are working from home and I do not have same support and resources as I usually have in the office."

Thank you to everyone who contacted our advice line via webchat or telephone and completed a feedback survey. Our survey is really important to help us monitor the level of advice and service we are offering. We will see you in 2021 to answer more of your housing, housing debt and welfare benefit issues.

Christmas & New Year opening times

Telephone advice: 9am - 6pm (Monday - Friday)

Webchat advice: 8am - 6pm (Monday - Friday)

Please note: The service is open as usual over Christmas and New Year except for bank holidays and weekends when the service will be closed.