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National Homeless Advice Service

Disclaimer, Copyright, Privacy and Cookies


The National Homelessness Advice Service (NHAS) has tried to ensure that the information on this website is accurate. However, NHAS will not accept liability for any loss, damage or inconvenience arising as a consequence of any use of or the inability to use any information on this website. The NHAS endeavours to provide a service of the highest quality. However, we cannot guarantee that our service will be uninterrupted or error-free. We are not responsible for claims brought by third parties arising from your use of www.nhas.org.uk.

The NHAS assumes no responsibility for the contents of linked websites. The inclusion of any link should not be taken as endorsement of any kind by the NHAS of the linked website or any association with its operators. Further, the NHAS has no control over the availability of the linked pages.


Material on this website, including text and images, is protected by copyright. It may not be copied, reproduced, republished, downloaded, posted, broadcast or transmitted in any way except for your own personal, non-commercial use. Prior written consent of the copyright holder must be obtained for any other use of material. Copyright in all materials and/or works comprising or contained within this website remains with the NHAS and other copyright owner(s) as specified. No part of this site may be distributed or copied for any commercial purpose.

Privacy policy and use of cookies

The NHAS is committed to safeguarding your privacy, while providing a high quality of service. The NHAS will treat your personal information as confidential and your details will not be given or sold to anyone.

We will use the information collected online to help us understand more about how our site is used by visitors, and to develop and enhance our services to you.


We use cookies on this website to:

  • track aspects of user visits, including: the length of a user’s visit, their browser, geographic location and the use of the site’s search facility
  • remember a user’s login details, removing the need to log in on return visits

For more on how cookies work and can be managed, visit www.allaboutcookies.org.

Your personal information

When you provide the NHAS with personal information, for example, when using the Contact us form, we take steps to ensure that your information is treated securely.

The NHAS makes every effort to ensure the security and integrity of emails on our systems. Unfortunately, no data transmission over the internet can be guaranteed to be 100% secure. As a result, while we strive to protect your personal information after we’ve received it, the NHAS cannot ensure or guarantee the security of information when it is being transmitted.

NOTE: This privacy policy only covers this website www.nhas.org.uk; other websites linked from this website are not covered by this policy. Once you have accessed another website via one of our links you will be subject to the security and privacy policy of that site.

Telephone consultancy and Web chat

What information is being collected?

We will collect your email address so that we can provide you with a transcript of our chat and or written confirmation of advice. By doing this you give the adviser permission to email the transcript and or written confirmation of advice to you, including any personal or sensitive information you’ve given.

We will only ask for further personal information regarding your client, such as name, date of birth etc., if we are able to refer your client to one of our internal departments for ongoing help so that they have initial information to help with their issue. We may also ask you for information under our Safeguarding policy if you tell us that you, a vulnerable adult or child is at risk of harm so that we can alert the appropriate authorities if necessary.

By providing us with this information you give us your consent to record and pass on this information as outlined.

Who is collecting it?

Shelter & SnapEngage (the web chat software provider)

How is it collected?

By you providing information to us during your web chat or telephone call with us.

Why is it being collected?

First and foremost your information will be used to help us to understand your issue and provide advice. We also use unnamed information (with no personal details) to help us understand which different problems are affecting our clients and from where and how people are contacting us.

As above, we will use your email address to provide you with a copy of the chat transcript and ask you for more information about your client if we need to make an ongoing referral or raise a safeguarding alert.

How will it be processed?

Telephone consultancy

We’ll store the record of your telephone consultancy within our case management system, you can read Shelter’s full privacy policy here: https://england.shelter.org.uk/contact_us/privacy


We’ll store the record of your chat within a secure Outlook inbox which is only accessed by us. It will also be stored within SnapEngage

You can read SnapEngage’s full privacy policy here: www.snapengage.com/privacy

Who will it be shared with?

We won’t share your personal information without your permission, unless we’re required to do so by law.

Sometimes, another part of Shelter may be able to offer you some ongoing help with your client’s situation. If we are able to make a referral to them, we will need to share your contact details and a copy of your chat with us.

Sometimes we also share anonymous statistical information about  how people contact us, what the topic of their visit was and what area of the country they are in.

If you tell us that a vulnerable adult or child is suffering abuse, neglect, or is at serious risk of harm, we may contact social services or the emergency services to alert them to this.

If you have any questions or concerns about how we use your information, contact us at nhas@shelter.org.uk.