Shelter: Impact review of helpline and support services icon

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.

Rachel Moreton image

Key project contact

Rachel Moreton

Rachel is an experienced researcher and project manager. She joined the CFE team in 2012 after working as a freelance researcher and as a senior research officer for the Department for Communities and Local Government.

In her role at CFE, Rachel has led a diverse range of projects, many related to tackling disadvantage. This includes our nine-year national evaluation of the Big Lottery Fund’s ‘Supporting People with Multiple Needs’ initiative.