Privacy and cookies

Shelter is committed to protecting your privacy. This page explains our policy on collecting, storing, and processing your personal and financial information, and steps you can take to protect your privacy on our website.

This privacy statement outlines the privacy and data protection practices for all the websites operated by Shelter, and our trading company, Shelter Trading Limited.

References to 'we' or 'us' are to Shelter, The National Campaign for Homeless People Limited and Shelter Trading Limited, registered charity no: 263710 (England & Wales); SC002327 (Scotland) of 88 Old Street, London EC1V 9HU.

If you have any questions, please contact our Supporter Helpdesk on 0300 330 1234, or use this contact form.

Collecting personal information

We collect information from you, such as details you pass on to us when you make a donation, join a campaign, book a place on a training course, purchase goods or services or fill in any online form on the Shelter website. We also collect information when you respond to an appeal or take part in an action. This information helps us to know what incentives, appeals and actions are working well and assists Shelter in campaigning for decent housing for all.

How we use your personal information

The personal information we collect from you is used to provide you with information, services or products you have requested and for administration purposes. We also use this information to further our charitable aims, including campaigning and fundraising activities.

We may need to share your information with our service providers, associated organisations and agents for these purposes. We do not disclose personal information for direct marketing purposes. We may need to disclose your information if required to do so by law.

You may unsubscribe from our communications at any time by contacting our Supporter Helpdesk on 0300 330 1234, or use this contact form.

Financial information

We only collect the financial information that you knowingly supply when making a payment or donation, such as credit card or debit card payments, through the Shelter website. This information is encrypted and stored on secure servers so that your transaction can be completed.


A cookie is a small data file that is downloaded from a website to your computer, to make the site easier to use in a number of ways: it may store details that you submit on the site, such as your personal settings, your location, or what you have in a shopping cart etc, so you don’t need to enter information more than once.

Using cookies does not allow us to identify users personally.

The Shelter website uses a small number of cookies to give us a better overall picture of how people interact with the site, and how we can improve our services to our clients and supporters.

Below are details of the cookies we use, and their purpose. 

Website analysis

Shelter uses Google Analytics and Crazy Egg software to track how people use the site, so we can gain a better understanding of our visitors’ needs and identify areas where we can make improvements. The information we gather through this process is completely anonymous, and visitors to the site cannot be identified. The following cookies set for this purpose are:


Storing information during your visit

At certain points when you’re on the Shelter website you may submit information that you want the site to remember during your visit. For example, when you add something to your shopping cart, then continue to browse on other pages; or when you input your email address and this is passed through to another page.

Cookies set for this purpose are these:


Sharing tools and social media site cookies

We have used sharing tools on this site to enable you to share information and actions with others on your social networks such as Facebook and Twitter. When you do this, the site will set a cookie. Shelter does not control this functionality, and you should check the site of the relevant third party for information on their cookie policy.

Controlling and deleting cookies on your computer

All browsers allow you to manage which cookies you accept, reject and delete. You can usually find these controls under the ‘Preferences’ or ‘Tools’ menu. You can find more detail about individual browser settings at

If you choose not to accept cookies from the Shelter website, some sections will not work properly (eg Advice by email, ShelterLegal).

Maintaining your privacy

Some of the information on our website relates to sensitive issues. If you would like to remove details of the pages you have viewed on our site from your computer, you can clear your browsing history. To do this, choose 'tools' from the top navigation bar on your browser, select 'internet options', and click on 'clear history'. Alternatively, refer to the instructions for your browser in the 'help' menu.

Storing your information

Personal information you submit on the Shelter website is stored on secure servers. Occasionally, in order to complete your request as outlined above, we may need to transfer personal information you submit to us to countries or jurisdictions outside the EEA which do not provide the same level of data protection. In such instances, we will ensure that a contract is put in place to make sure your details are protected. We will never sell or share your personal information with any other organisation besides Shelter, or Shelter Trading Limited.

External sites

The Shelter website contains links to external sites not owned or managed by us. We cannot be held responsible for the content or for the privacy of any external sites.

Changing your details

If your personal details change, please help keep our records up to date by contacting our Supporter Helpdesk on 0300 330 1234, or use this contact form.

Accessing your information

You have the right to ask for a copy of the information we hold about you under the Data Protection Act 1998. To request a copy, please contact our Supporter Helpdesk on 0300 330 1234, or use this contact form.