Shelter Reviews 77

Shelter are fantastic - if you can get through. Previously I've been happy to hold for an hour or more on the phone, but recently I've been trying every single day, multiple times, and I cannot ever get anything but cut off, where is the on hold option?
I managed this morning to get webchat - first time ever - which ended the chat before I'd finished asking further questions it promised.
I emailed last week to the address provided, and was told it was the wrong email address, then a further email was ignored.
Shelter is the only decent help for us, please, please just let us stay on hold because we are desperately trying to get help!!

I opened to leave a review and saw 1.9 rating, no wonder.
The online chat does not work and the phone number is always busy they never ever answer. Via email, they say call or speak on webchat.

Absolutely useless, this should be illegal. To advertise as “help” but so absolutely nothing and be unreachable.

Hypocrites.

They go by a script and don't see the person behind the phone or screen. I can't do phone calls most of the time as I'm autistic. I was left waiting for an "advisor" for 2 hours. I received a section 21 and it involved disability discrimination under the Equality Act 2010. I tried to explain this to the "advisor" and got sent links (I've been hyperfocused on this issue for 2 weeks, so everything he tried to link me to, I was aware of), and he was so focused on sending links and following a script. Zero empathy for a disabled family in distress. When I said I wanted to speak to their legal team I was told "I'm afraid there isn't a Shelter office near you. Good luck with resolving your situation. I hope you're able to get the support and outcome you need."

Then he disconnected the chat.

For a charity as large as theirs, this is appalling behaviour.

I called up on 04/02/26 at 12:25 regarding some landlord/tenant issues that I am currently experiencing. The agent said that if I needed assistance with landlord /tenant issues she could send me a link for an organization that dealt with landlord and tenant housing civil matters. I agreed and she proceeded to take some details.

Agent asked me if I had any disabilities. I told her I have ADHD inattentive disorder. The agent replied okay now please know if you go off on a ""tangent", I'm going to bring you back .."

I was insulted.". Tangent is a negative stereotype. Does this woman assume anyone who has ADHD immediately goes off topic?

As it states on Google:
A professional should generally avoid using this word when speaking to someone with ADHD. Using "tangent" can feel dismissive, critical, or shameful, as it labels a common ADHD symptom (difficulty with focus/linear thought) in a negative way.

You need to train your agents to think and speak professionally.

I found their advice to be useful. They were very quick to respond to me.

Are you really so stupid that you think you have protected tenants with pushing for the latest reforms. I am sure tenants will not be celebrating the fact that all the landlords are selling up and rents are now increasing as a result.

I spoke to Aisling today. She was very helpful, informative and sympathetic of my situation. She provided useful advice and next steps. Really grateful for her help and support and I hope she is acknowledged for the kind work she does. Really lovely lady!

Hello -I have been constantly ringing ,shelters legal team ,as I have a serious overcrowding problem I need help with ..no response ..if I’m lucky I get a auto mated message saying we are not taking calls atpresent ,please try later.. ,then they give you a time schedule of their opening hours ,this is a joke ,must of tried 40 times now !different times ,different days

It's a pointless company that doesn't help
What's the point having a phone number if we're unable to speak to anyone unless it's an emergency? No wonder we're going to be made homeless when all your phone lines say is go to your internet site. It's 2025, have some respect for the people who need help.

Would of give a 2 or 3 but due to service i stick with a 1. The bloke i spoke too gave the best advice he could but said its a legal issue and was messed about about by the legal team from being hanged up on and then someone went through the form im entitled to get legal aid but when getting more information on why this is a legal issue they stated sorry we can't help but wont give anymore advice. Nice to know im going to be homeless but got the honour of paying rent whilst homeless as the property im living in is unlivable

If I could give a 0 I would. Was referred to shelter for help with being homeless.. had one conversation. One email, then my case has been closed!!?!
No help at all, just past the issue to others other than try to help.. useless.

Wasted my time. Advised nothing. Had to call a solicitor to get real advice. Don't waste your time. All they care about is asking if you're lgbt and what ethnicity you are. Used to be good but now woke captured and useless.

Waste of time and energy, if you're facing homelessness there is no point contacting them they will just Direct you to your local council which are just as useless no wonder there are so many people sleeping rough nobody wants to help you

These people will not help you if you're rent is not up-to-date.

Disgusting!!! Contacted shelter as the council wasn't helping with fleeing from domestic abuse and my mental health has deteriorated to a point I cannot cope living where I was and perpetrator knew my address. There are bail conditions in place but because he's not acting out YET they don't see it as a problem. Before bail conditions were in place, he turned up at the address banging loudly and wouldn't leave area all day.
I have a 15 year old son too and I'm a single mum.
The council told me they don't believe I'm homeless, they don't have a duty to me at all, they left me and my son without accomodation or help. Shelter threatened to call child services on me instead of helping as if it was my fault!!! I am fleeing for my safety through no fault of my own (SA) and I've never needed any social intervention with my son. My mental health is ONLY affected because of this, not before any of this. This is a housing need problem. I hit every point for priority and duty yet, shelter have been playing games with me. I've hit rock bottom and treated like mine and my son's life doesn't matter.
Family is absolutely disgusted with how I've been treated and shelter took all my information and has been pretending they are helping when they are on councils side!! Luckily there was a little money to get a well known budget hotel over weekend for us that was paid by family. NEVER AGAIN WILL I DEAL WITH THESE CORRUPT BACK PAID BY COUNCIL TWO FACED FAKE SAMARITANS. My family are now rallying together for a housing solicitor outside jurisdiction of this council area as they do not trust them. You should be ashamed to call yourself humans. Heartless.

I would have rated 2 stars.
After my brief experience 1 star is enough. Cutting short my story of which I might going to receive a Notice of Possession and having read Their Website where stated they do assist going to Court, and been told by Legal Advice that they do,I decided to contact them anyway I guess as kind of moral support.
A part the fact the phone number provided seems engaged all the time, and there is not a chance to leave a message with the hope someone could call you back, reading online what they can offer goes into circle as you forced to try the Webchat, that is when the Odissey began.
After a long queue here comes Wayne and after those initial questions that are obligatory, I immediately realised that would have been a waste of time.
Although while waiting you ask to give a brief reason of the contact, Wayne does ask again just to make sure he understood and able to give the best advice.
That was when I thought it won't work. So more questions adding some more, till those questions suddenly changed and about race gender of which I stopped as I don't think this data was relevant to my problem nor willing in saying if I sleep with women or men, nor how many times I bed either. So as time was clicking and still no answer given to my simple question requiring a Yes or No, I told Wayne if he wanted me to close the chat or what best advice could give about that. That's when the dude replied if I wanted him to end the conversation or keep looking for the best advice. As older then him and I know what what, I said : yes please do your job and let's see what is this advice you come up after 1 hr of bloody wasted time as I would have not allowed anymore this offence to my intelligence.
Here the boy start sending these texts and link, like using a machinegun.
A quick look and some had no connection to my case, I realised that those where what already ready on their website. They do support you to court and the number given again is the one of which eternal engaged. No emails provided.
What a Farce, what a mockery.
As was going to end the chat, he preceded me abruptly ending the chat.
Wayne whatever you do, you are the last to hung up. Rude and boorish.
Requesting the transcript they let you know is successful but then I received none.
Only after all this went to read the reviews. Absolutely disgraceful.
The miryads of 1 star given is an alarm for me to seek legal assistance somewhere else. Better going to court on my own than assisted by them.
The most shocking fact is these reviews are as old as very recent, yet the MO exactly the same. You doubt the existence the dignity and integrity of Shelter.
To whom left 1 star I felt you, stay safe.

Unclaimed profile.
Hasn't responded ever.

Corrupt man-haters.

Do not donate.

Useless.

Wastes your time on purpose to leave you bereft.

Their intro on the phone is depressing.

The way they speak is tailored to put you in the worst possible mental space. Disempowering, nasty.

A truly narcissistic entity.

My family has been left on the street because of the council but after a long search for help, I found them and they helped us when every other institution didn’t help us so me and my family are grateful and will always thank them plus their service is amazing as they listened to us and helped us very much. By G.K.K.

Jobs for the boys they don't help anyone.

Without the help and fight of Melanie in my
Corner I would not have been rehoused or listened to by local authorities. She knows her stuff

A godsend and confident! Thank you for everything. H xx