Advice about homelessness
How to contact us
Our Housing Solutions department has adapted since the unprecedented events of the pandemic. Throughout this time we have improved the ways we deliver services to those in need. With restrictions now eased, we will operate on an appointment basis when required by our teams, following initial contact on the phone or via our online form which allows us to provide a more efficient service.
Telephone
- during office hours: 0207 525 4140 (option 1)
- out of hours: 0207 525 5000
Ensure you have all the necessary documents ready for when you call us. This includes:
- ID documents, for example, passport or biometric card
- proof of homelessness, for example, notice
- and any other relevant information that will be useful for us to see, for example, medical information
Operating hours
- Monday and Tuesday, 9am to 4pm
- Wednesday, 10am to 4pm
- Thursday and Friday, 9am to 4pm
Shelter’s free urgent expert housing advice
Talk to an expert housing adviser if you're in urgent need of housing advice.
You should use this line if:
- you have nowhere to sleep or might be homeless soon
- you have somewhere to sleep, but nowhere to call home
- you are/could be at risk of harm
Call Shelter’s free advice helpline on 0808 800 4444, open every day of the year:
- 8am to 8pm, Monday to Friday
- 9am to 5pm, weekends
What to expect
Having relevant documents (tenancy agreements, council letters etc) to hand will help Shelter deal with your problem. When you do call, they'll ask you to explain what’s going on and these documents can help them understand the situation. Having a pen and paper can also be helpful.
Out of hours
If you've been made homeless outside of our normal working hours, we operate an emergency out-of-hours service. However, be aware that if you don't qualify for emergency accommodation we won't be able to help you out of hours.
You can contact our emergency out-of-hours service at 020 7525 5000.
Duty to refer
The duty to refer requires public authorities in England to notify a local housing authority, such as Southwark Council, of service users they think may be homeless or at risk of becoming homeless. Please use the Homelessness Reduction Act referral form to notify us of such cases, so we can provide the appropriate support to the household. As a minimum, we'll require contact details of the household being referred along with their signed consent and the reason for referral. If possible, fully complete the form as this will assist us in dealing with the referral.
Page last updated: 09 July 2024
