1.3 Explain how and where to access specialist information and advice about housing and accommodation services

This guide will help you answer 1.3 Explain how and where to access specialist information and advice about housing and accommodation services.

Finding the right housing or accommodation can be complex. People may need help if they face challenges such as disability, mental health issues, family breakdown, or homelessness. As a health and social care worker, you must know where to access professional advice and detailed information to help people make informed decisions about their living situation.

Specialist advice means guidance from someone with expert knowledge, usually working for a dedicated service or team. This advice can help address individual needs, offer solutions, and provide information about available support.

The main places to access specialist housing information are:

• Statutory services (government or local authority)
• Voluntary and charitable organisations
• Online advice and helplines
• Professional associations and advocacy groups

Each source offers particular help depending on the situation and type of support needed.

Statutory Services for Housing Advice

Statutory services are organisations run by the government or local councils. They have legal duties to offer help with housing. They provide up-to-date advice, practical help, and sometimes direct access to accommodation.

Local authority housing departments are a first point of contact. They help people who are homeless or at risk of homelessness. You can also approach them if someone lives in unsafe or unsuitable housing or needs adaptations.

Local authorities offer:

• Housing needs assessments
• Access to social housing or council homes
• Help with applications for housing benefit or Universal Credit for housing costs
• Information about private renting
• Lists of supported accommodation in the area
• Guidance about housing for people with disabilities

Anyone in England can contact their council’s housing team by phone, email or visiting offices during opening times. Details can be found on the council’s official website.

The local council must follow housing law, such as the Housing Act 1996 and the Homelessness Reduction Act 2017, to provide advice and help where legally required.

District nurse teams, social services, and mental health teams can also support clients or refer them for housing advice. These professionals understand eligibility rules and how to connect individuals with the right service.

Voluntary and Charitable Organisations

Charities and voluntary organisations often fill gaps and have specialist housing advisers. These organisations usually offer more tailored advice, out-of-hours contact, and may have better reach into hard-to-access communities.

Examples include:

• Shelter – This national charity gives free advice online, by telephone, and face-to-face. Shelter helps with homelessness, tenancy rights, repairs, eviction, benefits and more. Their advisers can explain the law, appeal homelessness decisions, and help fill out forms.
• Crisis – Focused on homelessness. Offers advice, information, learning, and personal support. Workers may help with accommodation, basic needs, employability and links with health services.
• Citizens Advice (formerly Citizens Advice Bureau or CAB) – Available in most towns and cities. Their housing specialists give guidance about renting, mortgage problems, landlord disputes, benefits and debt.
• Age UK – Offers specialist advice for older people. Age UK can help adults aged 55+ with information about adaptations, staying in their own homes, moving into care or sheltered housing, and benefits.
• Refuge – Provides housing information for those fleeing domestic abuse. They have advisers trained to support people in urgent situations and can help find safe accommodation.
• St Mungo’s and Centrepoint – Offer support to rough sleepers or young people in need of secure, safe housing.

Workers can contact these charities directly via their helplines, websites, or local drop-in centres.

Online Information and Helplines

Many organisations run detailed websites with up-to-date, trustworthy information. These sites use plain language and cover all types of housing rights, help, and the steps to follow in different situations.

• Shelter’s website includes tools to check legal rights, template letters, and location-based advice.
• The government website (www.gov.uk) includes sections on finding council housing, applying for housing benefits, and rights if you are homeless.
• Citizens Advice has an excellent web resource with step-by-step guides for renting problems, eviction notices, and urgent advice.

Helplines are essential for those who need immediate advice or cannot go online.

• Shelter’s helpline: 0808 800 4444
• Age UK Advice Line: 0800 055 6112
• National Domestic Abuse Helpline: 0808 2000 247
• Homeless Link directs to services for rough sleepers or those at risk

Personal budgets, direct payments, or disability benefits may be involved when finding adapted or specialist accommodation. Advice lines or online tools can explain eligibility and how to make claims.

Professional Associations and Advocacy

People sometimes need a specialist with experience in a specific area. Professional associations, advocacy groups, and user-led organisations provide expert support for particular needs.

• MIND and Rethink Mental Illness can help source accommodation for those with mental health needs. Their specialists guide individuals about supported housing, crisis accommodation, and tenancy support.
• Learning Disability England and Mencap provide tailored information for adults with learning disabilities. This includes info about living independently, choosing who to live with, and housing rights.
• Disability Rights UK – Advice about accessible housing, legal requirements for adaptations, and discrimination law.
• Advocacy services help people speak up for what they want. An advocate stands up for the person’s rights, helps them understand options and supports them with housing applications or housing meetings. The Care Act 2014 gives some people the right to an independent advocate.

Staff can help people contact these organisations through websites, phone calls or by visiting drop-in centres.

Supported Housing and Specialist Accommodation

Specialist accommodation means housing that is adapted, supervised, or provides some form of extra support. Advice is often needed to work out eligibility, whether a person is ready for independent living, or what support comes with each type.

Types of specialist accommodation include:

• Supported living – Housing with floating or visiting care and support for people with physical or learning disabilities, mental health challenges, or young adults leaving care.
• Extra care housing – Self-contained flats for older people, with care staff on site.
• Refuges – Safe, secret shelters for people escaping violence or abuse.
• Hostels – Temporary accommodation with basic support for those in urgent need.

To access these types of accommodation, start by contacting the local authority or specialist charities (such as St Mungo’s, Women’s Aid, or local housing providers). Many of these homes require referral from a social worker, GP, or a charity.

Using the Care and Support Assessment

A care and support assessment is a formal meeting or series of interviews where a social worker or assessor finds out what help someone needs. It can include the type of home the person wants or needs. This process often leads to a written plan and recommendations for suitable housing or accommodation.

People can request an assessment by contacting their local council’s adult social care or children’s services department. An advocate can support people to make the request.

After the assessment, the local council must give a response in writing. This will explain what action will be taken and what support is available, including housing options.

Multi-Disciplinary Teams in Housing

In more complex cases, specialists work together as a team to address all needs. A multi-disciplinary team might include:

• Social workers
• Occupational therapists
• Housing officers
• Nurses
• Welfare benefits advisers

This approach brings together knowledge from different experts. Teams often hold regular meetings to discuss cases and plan the best solutions. This can help those facing several barriers – such as physical health challenges and housing difficulties.

Staff can ask their line manager to request input from different professionals or arrange a joint assessment.

Benefits of Accessing Specialist Advice

Getting the right specialist advice:

• Increases choice and independence
• Helps avoid unsafe or insecure housing
• Ensures people know their rights and what support is available
• Reduces the risk of poor health or harm linked to inadequate housing
• Supports individuals to appeal decisions or challenge poor treatment by landlords or officials
• Secures the right financial support (e.g., Discretionary Housing Payment, Universal Credit housing element)

Many problems arise due to little or incorrect information. Consulting the correct specialist can prevent mistakes and help people get what they are legally entitled to.

Overcoming Barriers to Accessing Advice

Some people may struggle to access specialist advice. Challenges include:

• Lack of internet or phone access
• Limited mobility or health problems
• Language barriers
• Anxiety or lack of confidence
• Fear of discrimination or stigma

Health and social care workers have a duty to help remove these barriers. You may:

• Offer to contact services on someone’s behalf
• Arrange an interpreter or use Easy Read information
• Visit with the person at a drop-in centre
• Provide information in accessible formats (audio, large print)
• Work alongside advocates where needed

If you are unsure how to help, ask a line manager or contact an advocacy service for guidance.

Referral and Signposting

Referral means putting someone in touch with another service that can give further help. As a health and social care worker, you may refer people to housing specialists, advocacy, or charities.

Before making a referral, always:

• Ask for consent from the person concerned
• Check what information can be shared
• Give clear information about who you are referring to and why

Signposting means giving someone the details so they can contact the service themselves. Provide written information where possible and explain the next step.

Professional Conduct and Confidentiality

When helping someone access housing advice, always follow professional and organisational guidelines. This includes:

• Respecting confidentiality – never share details without permission, except in exceptional circumstances (such as safeguarding risks)
• Keeping accurate records
• Following up to check the advice was received and if further help is needed

Professional conduct builds trust and guides people towards the support they need.

Final Thoughts

Helping people find specialist information and advice about housing and accommodation means knowing which organisations provide help, how to contact them, and what role they play. Statutory services, charities, helplines, online resources, and professional advocates all have a role. Supporting people to access these services means understanding their needs, removing barriers, making appropriate referrals, and following the correct procedures. Accurate, expert advice is key to helping people secure safe, suitable homes and uphold their rights.