How we got our advisers to answer more emergency helpline calls
How we got our advisers to answer more emergency helpline calls

As a service delivery organisation, we face constant demand pressure on our already overstretched services. This isn’t going to change any time soon   so it’s essential we optimise and improve the way our clients engage with our services.  

Previously, we talked about redefining what ‘urgency’ means to different people, and how it could impact their experience of using our housing helpline service. We introduced our emergency helpline number, which gives service users the option to decide how important their … Read more

The benefit cap is harming struggling families
The benefit cap is harming struggling families

At Shelter, our solicitors and many other legal aid housing lawyers frequently represent families who are struggling in unimaginable ways under the household benefit cap. This policy, introduced in 2013 and revised in 2016, caps the amount in state benefits that an individual household can claim per year. Many families affected by the cap are now at breaking point.

A grandmother who gave up work to care for her five grandchildren, only for her benefits to be capped because … Read more