What to do if you need housing advice?

If you need housing advice, are at risk of homelessness or are homeless and have nowhere to stay please contact the Housing Advice Centre. Staff at the Housing Advice Centre will assess your situation and give you free confidential advice with the aim of helping you to keep your home or assisting you to find one that meets your needs.

Contact details

Housing Advice Centre
112 - 114 Pilgrim Street
Newcastle upon Tyne

Phone: 0191 277 1711
Email: housingadvicecentre@newcastle.gov.uk
Monday to Friday, 8.30am to 12 noon and 1pm to 4.30pm

Opening hours for face to face advice
Monday, Tuesday, Thursday and Friday, 10am to 12 noon and 1pm to 4pm
Wednesday 1pm to 4pm

If it is after 5.30pm (or any time at a weekend) and you have nowhere to sleep tonight please call the out of hours service for advice: 

Phone 0191 278 7878 (speak to the operator and ask for the emergency homeless service) 
Monday to Friday, 5.30pm to 8am
Saturday and Sunday, 8am to 8am (24 hours)

Please note there is no step free access to the Housing Advice Centre. A wheelchair ramp can be made available, please contact the Housing Advice Centre on 0191 277 1711 for further information.

You can find out more about our approach which aims wherever possible to prevent homelessness on our Information for Professionals page

What the Housing Advice Centre can do

We will help you understand the different housing options that are available in Newcastle to solve your housing difficulties. We can help if you are:

  • Struggling with rent or mortgage payments
  • Served with a notice or your tenancy is coming to an end
  • Struggling to stay in your home and need help or support to do so
  • Homeless in a crisis
  • In debt
  • Unsure about your benefits

The Homelessness Reduction Act 2017 is the most significant homelessness legislation for 40 years. The act places new legal duties on English councils so that everyone who is homeless or at risk of homelessness will have access to help, irrespective of their priority need status, as long as they are eligible for assistance. 

For everyone who seeks assistance at the Housing Advice Centre we will work with them to develop a plan to address their housing issues. In Newcastle we have called this an Inclusion Plan and the assessment will focus on 2 areas

  • the factors that have led a household to be threatened with homelessness, or actually homeless
  • the housing and support needs of the household to secure suitable and sustainable accommodation 

The assessment is then used to develop a personalised plan, in collaboration with the resident and reviewed on a regular basis. The plan will identify actions to prevent or relieve homelessness, meet housing and support needs, and ultimately support the resident to create the foundations for a stable life. Other agencies who are involved with a household may also be asked to contribute to this plan

We may provide emergency accommodation to you if you are homeless, but we will always try to prevent people from becoming homeless in the first place. If this is not possible, we will try to find a solution and housing options to make sure that you have a safe place to stay.

We have also produced a number of factsheets to give more information to people who are particularly at risk of becoming homeless 

On the 1 October 2018, the Homelessness Reduction Act introduced a new requirement on specified public authorities in England to notify councils of service users they think may be homeless or threatened with becoming homeless. 

Ministry of Housing, Communities and Local Government guide to duty to refer (external link) 

If you are a public authority looking for information on Newcastle's approach to duty to refer you can find more information on our Information for Professionals page, inlcuding details of how to make a referral. If you are a member of the public you should continue to use the methods above to contact the Housing Advice Centre. 

Information about appointments

We offer both face to face and telephone appointments. If you call in without an appointment you may face a longer wait but we will try to see you. If this is not possible and you have somewhere to stay that night, an alternative appointment may be arranged.

If you have made an appointment you may need to bring some documents with you so that we can help you. When you contact us we will tell you which of the following will be best to bring                          

  • Birth certificates (for everyone who is being made homeless with you)
  • Passport
  • Photo ID cards
  • Proof of income
  • Letter from Home Office or other documents which say you are allowed to stay in the UK
  • Proof of any benefits you are getting
  • Proof that you are pregnant (such as the blue book you are given at your antenatal clinic or a letter from your doctor)
  • Copy of your tenancy agreement
  • Copy of any notice to leave the place you have been living
  • Bank statements and bills if you are being made homeless because of money problems

We are required to collect case level information about households who make an application under the Homelessness Reduction Act 2017 and return this information to the Ministry of Housing, Communities, and Local Government (MHCLG).

MHCLG may also request personal information about these households to better understand the causes of homelessness and the effectiveness of programmes designed to prevent or relieve homelessness. We will only share this information with MHCLG where we have gained consent from these households. More information on how this personal data will be processed and used by MHCLG can be found here.

Other useful information

For additional general advice on housing and homelessness issues, you can also visit the Shelter website or call their free telephone helpline on 0808 800 4444.

Page last updated: 
31 January 2019
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