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Expert Advice Service

Dealing with a tricky housing case for a client? Our expert housing advisers can help.

Start a webchat - chat directly with an adviser by clicking the 'chat' button to the right.

Call us - speak to an adviser via phone by calling 0300 330 0517 

Opening times: webchat and phone are open Monday - Friday, 8am - 5pm, excluding bank holidays.


We provide free advice if you work for:

  • Citizens Advice
  • a local authority
  • a voluntary organisation
  • a public authority such as prisons, probation, jobcentres or health services

Check our full list of eligible professionals if you are not sure you qualify.

We cannot advise your clients or members of the public. Try Shelter's online housing advice if you need help with your own housing problem.

What to expect

Our specialist housing law advisers can help professionals with queries about:

  • local authority homelessness applications
  • rent arrears and housing debt
  • tenancy rights

For help with mortgage problems and debt queries contact Shelter's specialist debt advice service.

When you call our helpline

You'll need to tell the adviser which organisation you work for.

You can email documents to our advisers separately.

Ask the adviser if you need written confirmation of advice. We will email this to you within 3 working days.

When you use our webchat

The adviser will ask you which organisation you work for.

You can share documents with us in the webchat.

We will send you a transcript of the conversation by email after the chat.

Sharing documents with us

Please don't share your client's personal details with us. You'll need to remove their name, address, date of birth, and anything else that could identify them.

We will return any documents that contain identifying information. You will then need to resubmit them.

Help us to help you avoid a delay.

Waiting times

At busy periods, waiting times can be up to 30 minutes. Please bear with us in times of high demand.

We will answer your enquiry as quickly as we can.

Try our online resources if you cannot get through

Our online advice could help you to quickly answer your query.

Shelter Legal covers housing law topics such as homelessness applications, renting, and benefits.

NHAS resources include factsheets, toolkits, guides, and articles.

Expert Advice Service