But what is the helpline, and who is it for? This article answers any questions you may have about our services so that you can feel confident that calling us is the right step to take next.

What is the Citizen’s Advice Private Rented Sector Debt Helpline?

The Citizens Advice Private Rented Sector Debt Helpline is a bespoke service that is dedicated to helping private rental tenants in Wales who are struggling with debt issues. The service is the only one of its’ kind being offered by a Local Citizens Advice office.

The aim of the project is to help people who may be feeling helpless and overwhelmed, feel empowered to get on top of their finances and ultimately, remain in their homes.

The helpline is open Monday – Friday between 9am and 5pm, and provides free, impartial and confidential advice.

Who is the Private Rented Sector Helpline for?

In a nutshell, the helpline is available to anyone living and renting in Wales.

Whether you are a private rental tenant who is struggling with debt issues, or you are a landlord who has tenants you suspect are struggling, we are here to help.

The people who call us may not necessarily be at the stage of eviction yet, but have found themselves in a difficult position for the first time because of the pandemic, or because of factors surrounding the pandemic, that are leading them to extreme worry about their finances.

The range of people who contact us may be experiencing one or more of the following circumstances:

• Facing eviction
• In rental arrears for the first time
• Struggling to keep on top of their rent and outgoings
• Their circumstances may have changed, and they are concerned about falling into financial difficulty
• A private landlord who is concerned about a tenant

What happens if someone calls the helpline? Will it be recorded or will information be logged?

The helpline is entirely confidential. Anyone who is concerned about, or is already in the midst of, rental arrears can contact us to receive impartial, friendly support. One of our friendly advisers will establish the individual’s concerns and what they want to achieve, address any emergency issues and arrange a meeting with a member of our specialist debt advice team.

What sort of advice do you offer?

The specialists at the debt advice helpline operate on a case by case basis, so the rental arrears advice we offer can vary. For the majority of our clients, there are plenty of solutions that we can offer to help improve their situation. Our main aim is to empower anyone who calls to take action, and to feel more in control of their financial situation.

Will I be judged if I call?

Crises can affect anyone, at any point. Debt and rental arrears are no different. People should never be afraid or ashamed to ask for help. The Citizens Advice Private Rented Sector Debt Helpline is there to provide practical advice and assistance to help people get on top of their finances and remain in their homes.

What if I can’t contact you straight away?

You can request a call back by filling out a quick enquiry form, and one of our friendly advisers will be in touch at a time that’s more convenient for you.

To get in touch, visit the contact page to start the process of getting back on top of your finances and feeling more in control of your situation: https://cacv.org.uk/our-projects/private-rented-sector-helpline/