Shelter: Impact review of helpline and support services

Increasingly, charities are being asked to provide evidence of the impact they are having on their target beneficiaries and the outcomes they are achieving. This research was commissioned by Shelter to investigate the extent to which people using the helpline and support services are achieving positive outcomes and the degree to which this is the result of Shelter’s support. The study also looked to understand how Shelter services could be improved.

We carried out over 740 telephone surveys with people who had received support in the previous 3 to 12 months. The results showed that most of those who have engaged with Shelter have gone on to achieve a positive outcome. The survey evidence indicates that Shelter is successfully contributing to the achievement of their target outcomes to help people improve their homes and to prevent homelessness.

Key project contact

Rachel Moreton

Rachel has over a decade’s experience in the public and voluntary sectors. She works on a range of research and evaluation projects, many of them aiming to improve the wellbeing of people who are disadvantaged or socially excluded. Rachel leads our nine-year evaluation of the National Lottery Community Fund’s Fulfilling Lives programme, which supports people affected by homelessness, offending, mental ill-health and substance misuse. She also regularly designs and delivers workshops and webinars on evaluation.

Contact: rachel.moreton@cfe.org.uk