Emergency guide
A flood, fire or storm hit my home
A flood, fire or storm starts several deadlines at once. This page lists what to do today, the dates that may have started, who to call and words you can use.
General information, not legal advice. Rules depend on where you live. If you have a letter, notice or form with a date on it, get advice before that date passes.
Checked 9 October 2026 · re-check due 9 April 2027 · To keep a copy, use your browser’s print or share menu.
First: are you safe?
If this has you thinking about ending your life, call or text 988 in the US, or call Samaritans on 116 123 in the UK, at any hour. If anyone is in danger now, or the fire, flood or storm is still happening, call 911 in the US or 999 in the UK. If you smell gas, leave first, then call from outside: 911 or your gas company in the US; 0800 111 999 in England, Scotland and Wales; 0800 002 001 in Northern Ireland. Carbon monoxide has no smell and can kill. Never run a generator, grill or camp stove inside the home or garage, even with doors and windows open. Never heat the home with a gas oven. Keep a generator outside, at least 20 feet (6 metres) from windows, doors and vents. If a carbon monoxide alarm sounds, or anyone gets a headache, feels dizzy or sick, get everyone outside and call 911 in the US or 999 in the UK. If there is nowhere safe to sleep, no heat or no food tonight, call 211 in the US; in the UK, call your council's housing team today (in Northern Ireland, the Housing Executive on 03448 920 908, at any hour) and find a food bank through Trussell.
Today
- Do not go back in until the fire service or local officials say it is safe. If you see cracks in walls or foundations, or power lines on the ground, stay out until a building inspector or other professional has checked it. If you smell gas inside, leave and call from outside.
- Stay out of moving water. Do not walk or drive through it: six inches can knock you down, and floodwater can carry sewage and hide live electricity. Never switch power on or off while standing in water. Leave gas, power and water off until a qualified person has checked them.
- Sort out where you will sleep tonight. If you have insurance, ask the insurer today whether the policy pays for somewhere to stay. In the US, call 211, or find an open shelter or your local Red Cross under Who to call, below. In the UK, if you have no insurance or nowhere else to go, call your council's housing team today; in Northern Ireland, the Housing Executive on 03448 920 908.
- Phone your insurer today, before you clean up or throw anything away. If you rent, tell your landlord too. Before anything is moved, photograph and film every room and the water line, and write a list of what is damaged.
- Keep damaged things until your insurer says they can go, except food that has gone bad and anything that is a danger to health. Keep every receipt for money you spend because of the damage.
- Protect your health while you clean up. Children should not help. Anyone with asthma or a weak immune system should stay out of a home with mould. After a fire, wear gloves and a well-fitting N95 mask around ash. If you get a puncture wound (something sharp going into the skin), or a cut that touched floodwater or soil, ask a doctor or nurse whether you need a tetanus shot.
- In the US, phone your insurer first, then register with FEMA the same day: do not wait for the insurer's decision. Check at DisasterAssistance.gov whether your county is in a declared disaster area (one the President has declared, which is what opens FEMA help), and register there or on 1-800-621-3362. FEMA cannot pay for what insurance covers, but it may help with what insurance does not pay or pays late. The clocks below say why the date matters.
- If you have a mortgage, call the company you pay it to (the servicer). In the US, damage does not pause the payment, but ask what they can do. In the UK, if you may fall behind, tell your lender early: Citizens Advice can help with mortgage problems.
- Do not sign or pay anyone under pressure: scammers and unlicensed contractors come after disasters. Get quotes in writing and check the licence. Do not pay everything up front, and do not sign a blank contract. FEMA never charges to apply or for an inspection; anyone who asks for money to help you qualify is a scam. In the UK, ask your insurer before you agree to repair work or pay for any.
- Never sign your insurance check over to a contractor. If the check is made out to you and your mortgage lender, that is normal: ask the lender how it releases the money for repairs. Pay a contractor in stages as the work is done, never in cash, by wire, gift card or payment app.
The clocks that have started
Deadlines that can start when this happens, soonest first. Your own letters give your dates; when two dates could apply, count from the earlier one. The details of each are on the page online; its address is at the bottom.
Deadlines that can start when this happens, soonest first. Tap one to see when it starts and what happens if you miss it. Your own letters give your dates; when two dates could apply, count from the earlier one.
Jump to: United States · United Kingdom
In the United States
FEMA's emergency-supplies payment: register in the first 30 days30 days.United States (federal rule)
- How long
- 30 days. FEMA can extend it to 60 days if your state asks in writing; do not count on that
- Starts
- the day the President declares the disaster for your area, not the day it happened. Count from the declaration date
- If missed
- this payment is gone, but the rest of FEMA's help runs to the longer registration date in the next clock. If FEMA turns you down for it, the decision letter says what to send and how to appeal
- It lets you
- get FEMA's one-time Serious Needs Assistance payment for emergency supplies such as water, food, first aid, baby formula, diapers, hygiene items or fuel. You ask for it by registering with FEMA and saying on the application that you are displaced, need shelter, or have other emergency costs because of the disaster. Someone in the home must be a US citizen, non-citizen national or qualified non-citizen, and the disaster must have damaged the home you live in most of the year
Checked 10 October 2026 at FEMA, Serious Needs Assistance (fact sheet)
Food help after the disaster (D-SNAP): your state takes applications for a short time onlyAsk your state SNAP agency or 211 for the dates now: your state decides, and it can be short.United States (set by each state)
- How long
- Ask your state SNAP agency or 211 for the dates now: your state decides, and it can be short. Recent USDA approvals have named application periods of only a few days. It opens after food stores are working again in the area, so it may start later than FEMA
- Starts
- when your state opens D-SNAP for your area. It does not open for every disaster. It needs a federal declaration that includes help for individuals, and your state must ask USDA for approval
- If missed
- there is no later window unless your state extends the dates. If you miss it, call 211 or the USDA National Hunger Hotline on 1-866-3-HUNGRY for food near you
- It lets you
- get food money on an EBT card if you had disaster-related costs, such as lost income, property damage, moving costs, or lost food after a power cut, even if you would not normally qualify for SNAP. If you already get SNAP, you may be able to get extra benefits: ask your state SNAP agency.
Where this differs: Your state decides the dates, the places and how to apply; no federal number applies. Ask your state SNAP agency.
Checked 9 October 2026 at USDA Food and Nutrition Service
Federal flood insurance (NFIP): send your proof of loss60 days after the loss.United States (federal rule)
- How long
- 60 days after the loss. Your insurer or FEMA may give a longer date for your event: ask in writing, and never assume it has been extended
- Starts
- the date of the flood loss, not the date the adjuster visits or the date you filed the claim. Give your insurer written notice promptly, then count from the day of the loss
- If missed
- the policy makes the proof of loss a requirement, and the policy text does not say what happens if it is late. Do not find out: send it, and ask your insurer to confirm in writing that it arrived. If the insurer denies all or part of the claim in writing, two more dates start from that denial letter: you can appeal to FEMA within 60 days of it, and any lawsuit must be started within one year of it. A FEMA appeal does not stop the one-year count, and starting a lawsuit ends a FEMA appeal, so talk to a lawyer or legal aid well before the year is up
- It lets you
- have your claim paid. The proof of loss is your own signed and sworn statement of the amount you are claiming, with a list of damaged belongings and repair estimates. Send it even if you disagree with the adjuster's estimate: you use your own judgment on the amount and explain it. The adjuster may give you the form and help, but that is a courtesy, and the date is still yours to meet
Where this differs: This is the federal flood policy only. A homeowners, renters or private flood policy sets its own dates: read it or ask the insurer. If your town says the home is substantially damaged, ask the adjuster about Increased Cost of Compliance, a separate part of the flood policy for bringing the building up to code. Not for you if you have no flood policy: FEMA registration and the SBA are the routes to ask about.
Checked 9 October 2026 at FEMA, Standard Flood Insurance Policy, 44 CFR Part 61 Appendix A(1), at eCFR
Register with FEMA: the clock starts when the President declares the disaster60 days from the declaration.United States (federal rule)
- How long
- 60 days from the declaration. FEMA can extend the date, so the date listed for your disaster under Application Deadlines on DisasterAssistance.gov is the one to use, not your own count
- Starts
- the day the President declares the disaster, which is not always the day it happened. FEMA's individual help only opens for counties named in a declaration that includes help for individuals. Look up your county at DisasterAssistance.gov. If you are not sure, count from the declaration date
- If missed
- FEMA accepts late applications for a further 60 days if you say why you were late; it will write to ask, and calling the helpline is the quickest way to answer. Do not plan on that: register now. If your county is added to the declaration later, FEMA can open a new 60 days for it: check the date listed on DisasterAssistance.gov. If a late application is turned down, you can appeal that decision.
- It lets you
- apply for help with housing costs, repairs and other disaster costs that insurance does not cover. If you have insurance, file that claim first or at the same time: FEMA cannot pay for losses your insurance covers. FEMA help is not a substitute for insurance and cannot cover every loss. If a FEMA inspection finds your home unsafe to live in and you have no insurance that pays for somewhere to stay, FEMA may pay a hotel directly: ask the helpline whether its hotel help is running for your disaster. FEMA reviews that help every 14 days and expects you to show progress on a longer-term housing plan
Where this differs: Declarations are federal, and the dates are set for each disaster. FEMA's help for households opens only when the President declares a major disaster or emergency that includes it, and only for the counties named. Not for you if your county is not in a declared area: ask your insurer, the Red Cross, 211 and your local emergency management office instead.
Checked 9 October 2026 at Code of Federal Regulations, 44 CFR 206.112 (FEMA's registration rule), at the Legal Information Institute
Have insurance? Send FEMA your insurer's decision, and answer FEMA's letters by their dateUp to 12 months from the day you apply, but a FEMA letter asking for the documents can set a shorter date: one FEMA fact sheet says 60 days from the date on the letter.United States (federal rule)
- How long
- up to 12 months from the day you apply, but a FEMA letter asking for the documents can set a shorter date: one FEMA fact sheet says 60 days from the date on the letter. Use whichever comes first, and send each document as soon as you have it
- Starts
- the day you apply to FEMA. If FEMA sends a letter asking for your insurance documents, a shorter date runs from the date printed on that letter
- If missed
- even after the application deadline, an active FEMA application can be updated with insurance details. If you are past the date on a FEMA letter, call the helpline the same day and ask what you can still send
- It lets you
- get FEMA help for what your insurance does not pay. Tell FEMA about every policy when you apply. Send the insurer's settlement, its denial letter (including a denial because the damage was under your deductible), or proof the policy does not cover the loss or a place to stay. If 30 days or more have passed since you filed the insurance claim and no money has come, call the FEMA Helpline on 1-800-621-3362: FEMA may help with somewhere to stay while you wait. An insurance advance from FEMA is a loan and must be paid back when the insurer pays
Checked 10 October 2026 at FEMA, Submitting Your Insurance Documents to FEMA (fact sheet)
Lost work because of the disaster? Apply for Disaster Unemployment Assistance60 days, for disasters declared on or after March 23, 2024.United States (federal rule)
- How long
- 60 days, for disasters declared on or after March 23, 2024. If the 60th day falls on a weekend or a legal holiday in the disaster area, the time limit moves to the next business day: do not count on it
- Starts
- the day the President declares the disaster, or the day individual assistance is added to the declaration, whichever is later. Count from the declaration date to be safe
- If missed
- the state accepts a later application if you had good cause, but never after the disaster assistance period has ended. Call your state unemployment agency the day you find out
- It lets you
- apply to your state's unemployment agency for Disaster Unemployment Assistance. It is for workers, such as self-employed people, who are not eligible for regular unemployment benefits and lost their work or hours because of the disaster. You file with the state, not with FEMA
Where this differs: Your state agency takes the claim and announces the date for your disaster. If a state asks, the Department of Labor can extend the time for everyone in the declaration, so check your state's announcement. Disasters declared before March 23, 2024 used a different, shorter rule counted from the state's announcement. If you can get regular unemployment benefits, claim those: see the job-loss guide.
Checked 9 October 2026 at US Department of Labor, Unemployment Insurance Program Letter 03-25
A government disaster loan (SBA), for homeowners and renters too: the SBA sets one date for each disasterThe date the SBA names for your disaster.United States (federal rule)
- How long
- the date the SBA names for your disaster. Look it up; do not count it yourself. This is a loan, not a grant: you owe it back
- Starts
- the day your disaster is declared. The date to return a physical-damage application is announced for each disaster in an SBA notice and at sba.gov/disaster. There is no one national number
- If missed
- after the date in the SBA's notice for your disaster, that notice no longer takes physical-damage applications. Ask the SBA Customer Service Center on 800-659-2955 whether you can still apply
- It lets you
- apply for a low-interest disaster loan, which you repay. Homeowners can borrow to repair or replace the main home, and homeowners and renters can borrow to repair or replace belongings such as furniture, clothing and cars. The SBA sets the amount and terms from your finances. You do not have to wait for your insurance settlement before applying, but if you do, you agree to use the insurance money to pay down the loan
Where this differs: A loan is not a grant: you owe it back. Ask the SBA and FEMA what each changes about the other. Not for you if you cannot take on a loan: FEMA's grants and your insurer come first.
Checked 9 October 2026 at US Small Business Administration
Disagree with FEMA's decision? Appeal from the date on the letter60 days from the date on the letterUnited States (federal rule)
- Starts
- the date printed on the FEMA decision letter, not the day it reached you. Read the date on the letter itself
- If missed
- FEMA's pages give no rule for a late appeal. If you are close to the date or past it, call the FEMA helpline on 1-800-621-3362 the same day
- It lets you
- ask FEMA to look again at a decision or an award amount. FEMA says its first decision may not be final. You send documents that show you qualify and need more help, such as repair estimates, receipts, bills or proof you own the home. The letter lists the documents that fit your case. Put your name, the disaster number and your FEMA application number on every page
Checked 9 October 2026 at FEMA
In the United Kingdom
Tell your insurer before you clear up or throw anything awayNo one date fits every policy.Whole UK
- How long
- no one date fits every policy. Your policy has its own time limits, and Citizens Advice says there are usually time limits. Phone on the first day if you can, and ask your insurer for the date in writing
- Starts
- the day of the flood, fire or storm, or the day you find the damage. Do not wait until you know what is covered
- If missed
- Citizens Advice does not say what a late claim costs you. Throwing away or replacing damaged items before the insurer agrees can hurt the claim: keep them until the insurer says they can go, except food that has gone bad and anything that is a danger to health
- It lets you
- start the claim. The insurer tells you what to do next, usually sends a loss adjuster, and your policy may pay for cleaning and for somewhere to stay while you cannot live at home. Ask before you commit to any hotel bill or repair work. If your buildings and your contents are insured by different companies, phone both. If you rent, your landlord insures the building: you claim on your own contents insurance, if you have it
Where this differs: Official advice in every UK nation says to contact your insurer first: GOV.UK (England), Natural Resources Wales (which gov.wales points to), Citizens Advice Scotland and nidirect (Northern Ireland), and the London Fire Brigade after a fire. The time limits are in your policy, not in a national rule: ask the insurer for yours. If you have no insurance, ask your council about grants or charities that help with repairs.
Checked 9 October 2026 at Citizens Advice (Scotland advice page on insurance claims for flood damage)
Cannot live at home after a flood, fire or storm: ask the council for emergency housing todayNo waiting time.England only
- How long
- No waiting time. GOV.UK lists being homeless after a flood, fire or other disaster as a priority need. The Housing Act 1996 says that if the council has reason to believe you may be homeless, eligible for help and in priority need, it must secure accommodation for you while it looks into your case. If the office is shut, use the council's out-of-hours number
- Starts
- the day you cannot live in your home and have nowhere else safe to stay. Do not wait for the insurer's decision if there is nowhere to sleep tonight
- If missed
- nothing is lost by calling today. If you are turned away without a written decision, ask for one, write down the name of the person and the time, and call Shelter the next weekday. If you rent privately and have to move out, tell your landlord why and do not leave until they confirm in writing that you can move back on the same terms once the repairs are done
- It lets you
- ask the council's housing team for somewhere to stay tonight, and for its decision in writing. If you have insurance, ask the insurer too whether the policy pays for somewhere to stay. If you rent from the council or a housing association, you should be offered somewhere else to live; a private landlord does not have to find you somewhere unless your tenancy says so. If you get Universal Credit, it pays towards the rent of one home only, so tell the DWP if you move and get advice before you pay two rents. The council may also tell you about grants or charities for repairs, and about skips for damaged things
Where this differs: England. The same disaster rule is in the law in Wales (Housing (Wales) Act 2014, section 70) and Northern Ireland (Housing (Northern Ireland) Order 1988, article 5), and in Scotland the council must provide temporary accommodation if you need it. In Wales ask your council and call Shelter Cymru; in Scotland ask your council; in Northern Ireland ring the Housing Executive, not the council, on 03448 920 908, at any hour. The council checks whether you are eligible for help, and immigration status can matter: ask Shelter or Citizens Advice.
Checked 10 October 2026 at GOV.UK, Help if you're homeless or about to become homeless
Ask your council to cut council tax (or rates in Northern Ireland) while the home is unfit to live inNo official page gives a date to ask by, or says whether a reduction can be backdated.Whole UK
- How long
- no official page gives a date to ask by, or says whether a reduction can be backdated. Ask in the first weeks, in writing, and keep the reply
- Starts
- the day the damage made the home unfit to live in. Write that date down and ask the council early
- If missed
- no official page gives a rule for a late request, so a later request may lose money. Ask the same week you move out, and keep paying until the council or Land and Property Services agrees in writing: nidirect says to keep paying rates while a review is processed, to avoid debt recovery action
- It lets you
- ask your council to cut or stop Council Tax while the home is unfit to live in. England: the Valuation Office says you may be entitled to a Council Tax reduction if your home is no longer habitable; contact your council first. Wales: a home no one is living in that needs or is having major repair work to make it habitable can get a Class A exemption for up to 12 months: ask your council. Scotland: Citizens Advice says you could ask your council to waive Council Tax on the flooded home until you are back; you still pay for the temporary place. Northern Ireland: if your home flooded after heavy rain or a tidal surge, you got the council's compensation payment, and no one has lived there for at least four weeks, you can apply to Land and Property Services for an exclusion from rates for up to six months; after a fire or other major structural damage, ask Land and Property Services to review the property's valuation
Where this differs: Council Tax and rates rules differ by nation, as set out above. Councils often ask for proof, such as your insurer's letter.
Checked 9 October 2026 at GOV.UK, Valuation Office Agency: damage to business and property caused by flooding
Insurer refused or cut your claim? Complain to the insurer, then to the free Financial Ombudsman6 months.Whole UK
- How long
- 6 months. Complain to the insurer in writing first and keep a copy; it usually has up to 8 weeks to answer. Then take it to the Financial Ombudsman Service, which is free: 0800 023 4567 (Monday to Friday, 8am to 5pm)
- Starts
- the date on the insurer's final response to your complaint. If it has not answered after 8 weeks, count from the end of those 8 weeks. If both could apply, count from the earlier one
- If missed
- the Ombudsman may not be able to look at it unless the insurer agrees or something exceptional caused the delay. Contact it even if you are late. If you go to court first, the Ombudsman will not look at it
- It lets you
- ask the free, independent Financial Ombudsman to look at a refused or cut claim. You do not need to pay a claims firm. Ask the insurer to give its final response in writing
Checked 10 October 2026 at Citizens Advice, Complaining to an ombudsman
Who to call
Jump to: United States · United Kingdom
In the United States
apply for FEMA help, update your application or check it, or call the helpline with questions about your application
Call 1-800-621-3362 · Every day; hours vary by disaster and may be longer during high activity
Before you call: what to have ready
Have ready
- your contact information and email address
- your address at the time of the disaster and the address where you are staying now
- your Social Security number
- a general list of the damage and losses
- your annual household income
- your bank details, if you want direct deposit
- if you have insurance, the policy number or the name of the agent or company
They may ask
- about the damage and your losses, your household income and your insurance
They can
- take your application online at DisasterAssistance.gov, in the FEMA app or by phone, and let you update it or check its status online
- answer questions about your application or eligibility on the helpline, in more than one language: press 1 for English, 2 for Spanish, 3 for other languages
- take relay calls: 711 or Video Relay Service is available
- point you to a Disaster Recovery Center for in-person help
They cannot
- pay for losses your insurance covers: FEMA cannot duplicate benefits, so file the insurance claim first or at the same time
- make up for everything you lost: FEMA says its help is not a substitute for insurance and cannot compensate for all losses
- charge you: FEMA, SBA and other federal agencies never charge to apply or for help filling in the application, so anyone asking for money is a scam
- help in a life-threatening emergency: call 911 first
American Red Cross (shelters and help after a fire or disaster)
after a house fire or any disaster: find an open shelter, or your local Red Cross for help tonight
Before you call: what to have ready
Have ready
- your name and the address where you lived before the disaster
They can
- give you a safe place to sleep, meals, water and first aid at an open shelter, free
- help refill lost prescriptions, replace lost glasses, and give emotional support
- connect you with a caseworker for recovery planning and, for those who qualify, financial help
- show open shelters and service sites on a map, and find your local Red Cross by ZIP code
They cannot
- promise a shelter near you: if none shows, check the map again later
- run every site on the map: some are run by partner groups
say what happened and ask what local help is open this week, for example with food, bills or housing
Call 211 · 24/7 in most areas
Before you call: what to have ready
Have ready
- a few facts about your current living situation
- any income you have
- the children or other dependents who live with you
They may ask
- about your current living situation
- about any income you have
- about any children or other dependents who live with you
They can
- connect you to local help with rent, mortgage, utilities, food and health care
- talk to you by phone; some local 211s also offer text and web chat, so check yours
- use 180 languages on request
- keep the call confidential, and it can be anonymous
- give you other ideas if you do not qualify for one program: you can call again
They cannot
- give you money themselves: 211 is the number for information and referrals to services
- help in a life-threatening emergency: call 911 first if you or someone you love is in one or may be a danger to someone else
SAMHSA Disaster Distress Helpline
free, private support at any hour if the disaster has left you shaken: call, or text (standard text rates apply)
Call 1-800-985-5990 · Text Text 1-800-985-5990 · 24/7
Before you call: what to have ready
They may ask
- nothing to identify you is needed; at the end the counselor may ask a few basic questions, and they are optional
They can
- listen, any hour of the day, by call or text on 1-800-985-5990, if you are in distress about a disaster: yourself, someone else, or someone you are helping
- give you information on how to recognise distress and its effects, and healthy coping tips
- refer you to local crisis call centers for follow-up care and support
- connect you to a live interpreter in over 100 languages; Spanish speakers press 2; deaf and hard of hearing callers can use their preferred relay provider
They cannot
- text for free: standard text and data message rates apply
- stand in for 988 or 911: the site's banner says to call or text 988 in a crisis; call 911 if anyone is in danger now
For less common languages, the counselor may ask you to call back at an appointed time.
HUD-Approved Housing Counseling
a free counselor if you may fall behind on your mortgage or rent after the disaster
Call 1-800-569-4287 · Automated line any time; live help in business hours
Before you call: what to have ready
Have ready
- say your preferred language when you call: HUD says you can ask for a live operator in a wide variety of languages
They can
- find a HUD-participating housing counseling agency near you: call 800-569-4287 (202-708-1455 TTY) or search online
- offer rental counseling for eviction, landlord and tenant disputes and Section 8, and homeless counseling, through the agencies
- give eviction counseling free: HUD says eviction, foreclosure and homeless counseling are always free
- help you file a housing discrimination complaint
They cannot
- promise that every agency offers every service: HUD says not all agencies offer all types of counseling, so ask the agency about eviction help first
free legal help and plain guides in your state, including on housing and debt
lawhelp.org · Online
Before you call: what to have ready
Have ready
- the state or territory where you live: the site starts by asking you to choose it
They can
- send you to legal aid and other low-cost legal help near you
- give you legal help guides, including one on court fees and getting them paid
- help you create legal documents for free in areas such as housing, with LawHelp Interactive
shows how to file for unemployment in your state; Disaster Unemployment Assistance is filed with your state's unemployment agency
Call 1-877-872-5627 · Website any time; help line in business hours
Before you call: what to have ready
Have ready
- the state where you worked, since you file with that state
- addresses and dates of your former employment, which your state will ask for when you file
- your zip code, if you want to find the nearest American Job Center
They can
- point you to your state's unemployment website or phone number so you can file
- help you find your nearest American Job Center, which offers job search help and training
- answer questions about employment or training programs on the 1-877-US2-JOBS helpline
They cannot
- take your unemployment claim: each state runs its own program, and you file with that state
- charge you anything: neither CareerOneStop nor any state or federal unemployment program charges a fee to file, so a message asking for money is a scam
FEMA: search your location (declarations and local emergency offices)
check whether your area is in a declared disaster, and find your local emergency management office
Before you call: what to have ready
Have ready
- your state or territory
They can
- show active and past disaster declarations for your area
- point you to your local emergency management offices
They cannot
- take an application for help: register at DisasterAssistance.gov
report a contractor who took your money or a fake FEMA offer, and get next steps
reportfraud.ftc.gov · Online
Before you call: what to have ready
They may ask
- what happened: you report a scam, a company or an unwanted call, and say as much as you choose, because how much personal information you give is up to you
They can
- take your report online and give you your next steps for protecting yourself
- share your report with law enforcement partners, which the site says is over 2,000 law enforcers
- take reports in many languages, listed on the site
They cannot
- resolve your individual report: the FTC uses reports to investigate and bring cases
- tell you to move your money to protect it, or to withdraw cash or buy gold: the FTC says it never does, and anyone who says so is a scammer
- keep your report from the person or company you report: the FTC says it may share what you give with them, so give only what you are comfortable with
In the United Kingdom
Find your local council (GOV.UK)
find your council's housing team, for somewhere to stay tonight if you cannot live at home; in Northern Ireland ring the Housing Executive instead, below
gov.uk · Website, any time
Before you call: what to have ready
Have ready
- the dates you told your landlord, and copies of your messages
- photos or video of the problem
- who lives with you, including children and anyone ill
They can
- inspect a privately rented or housing association home and take action against the landlord
They cannot
- act against itself if the council is your landlord: complain to it as your landlord
housing advice if you cannot go home or are worried about losing your home (England), weekdays only. It gives advice, not beds: for tonight, call your council
Call 0808 800 4444 · Monday to Friday, 8am to 5pm. Closed weekends and bank holidays.
Before you call: what to have ready
Have ready
- if you need an interpreter, the language you need: tell your adviser at the start, and they can get an interpreter on the call, which takes a few minutes
They can
- give you advice if you are homeless, have nowhere to stay tonight, are at risk of abuse or harm at home, or are worried about losing your home in the next 2 months
- help through webchat, or by textphone or an app through Relay UK, if you are deaf or have a speech impairment
They cannot
- provide accommodation: they give advice only
- advise outside England: Shelter England advises on English housing law only, and points to Shelter Scotland and Shelter Cymru
- answer weekends or bank holidays: the helpline is open Monday to Friday, 8am to 5pm
The helpline is in high demand and you might wait over an hour at busy times. Your call will be answered unless you are still in the queue at 5pm, when the service closes. Try again if you cannot get through.
the same help in Wales, weekdays only: call your council first for tonight
Call 08000 495 495 · Monday to Friday, 9am to 4pm
Before you call: what to have ready
They can
- give housing advice on the urgent helpline, 08000 495 495, 9am to 4pm Monday to Friday
- chat with an adviser through webchat, or point you to an advice centre near you
- point you to its advice pages on homelessness and sleeping rough, and its housing advice for people under 25
They cannot
- give you a bed: Shelter Cymru says it does not have any shelters or kitchens for people who are street homeless
- answer outside 9am to 4pm Monday to Friday
The site warns of a high volume of calls and chats and a possible delay in reply. Try again if you cannot get through, and use the website's housing advice pages meanwhile.
the same help in Scotland, weekdays only: call your council first for tonight
Call 0808 800 4444 · Monday to Friday, 9am to 5pm. Closed on bank holidays.
Before you call: what to have ready
Have ready
- if you need an interpreter, tell the adviser at the start of your call; for a British Sign Language interpreter, use Contact Scotland BSL
They can
- give you advice on your rights and options if you are homeless or about to become homeless, you are being evicted or forced out of your home, or the council has refused to help
- give advice if you have nowhere safe to stay, are sofa surfing, or you or someone you live with is vulnerable
- offer online chat if you have more questions
They cannot
- offer accommodation
- help if you are not in Scotland: Shelter Scotland sends people in England or Wales to Shelter England or Shelter Cymru
- answer on bank holidays: the helpline is open Monday to Friday, 9am to 5pm, and closed on bank holidays
They cannot always answer right away. Check their housing advice pages while you wait. Calls are free from UK landlines and most mobile networks.
Northern Ireland Housing Executive (homelessness)
Northern Ireland: the Housing Executive's homelessness line, with an emergency service after 5pm, at weekends and on bank holidays
Call 03448 920 908 · Homelessness line in normal working hours, plus an emergency out-of-hours service after 5pm, at weekends and on bank holidays
Before you call: what to have ready
They may ask
- about your situation, in a housing solutions interview and homeless assessment with a Housing Advisor
They can
- put you through to a Housing Advisor in your local office in normal working hours, who looks at your housing options and any need for temporary accommodation
- give you advice about homelessness free: the Housing Executive must make sure it is available free to everyone
- help out of hours, after 5pm, at weekends and on bank holidays, if you have nowhere safe to stay and need emergency accommodation
They cannot
- promise you somewhere to stay: they might need to offer you somewhere, but that depends on your circumstances
Citizens Advice (Adviceline, England)
free advice on housing and money problems after the damage (England)
Call 0800 144 8848 · Usually 9am to 5pm, Monday to Friday. Not available on public holidays.
Before you call: what to have ready
Have ready
- your postcode if you call from a mobile: if you do not have one, say one nearby such as a GP surgery, takeaway shop or taxi company
They may ask
- your postcode, from a mobile, to find your local Citizens Advice
They can
- connect you to your local Citizens Advice (Adviceline, England)
- talk to you by online chat: Universal Credit claims 8am to 6pm Monday to Friday, debt 9am to 8pm Monday to Friday and 9:30am to 1pm Saturday
- help with a new Universal Credit claim through Help to Claim, free and confidential, from the application to the first payment
- take Relay UK calls (18001 then 0800 144 8848)
They cannot
- answer on public holidays: Adviceline is not available then
- cover all of the UK on this number: it is for England, Wales has a separate Advicelink line, and there are a few parts of England not yet covered
- help everywhere: most local Citizens Advice can only help if you live or work in their area
Usually busiest at the start of the day. At busy times you might wait up to an hour, and a call not answered within an hour is disconnected, so try again later. Calls are free from mobiles and landlines.
Citizens Advice Cymru (Advicelink Wales)
the same help in Wales
Call 0800 702 2020 · Monday to Friday 8am to 7pm. Saturday 9am to 1pm.
Before you call: what to have ready
They can
- connect you to an adviser through Advicelink (Wales) on 0800 702 2020, free from mobiles and landlines
- talk to you by online chat about any other kind of problem, usually 9am to 5pm Monday to Friday
- take Relay UK calls: 18001 then 0800 702 2020
- point you to the Citizens Advice consumer service for problems with energy, water or post
They cannot
- answer on public holidays: Advicelink is not available then
- help you in person if you live outside your local office's area: most local Citizens Advice can only help if you live or work in their area
Usually busiest at the beginning and end of the day. At busy times you might wait up to an hour, and a call not answered within an hour is disconnected, so try again later.
Citizens Advice Scotland (Scottish Citizens Advice Helpline)
the same help in Scotland
Before you call: what to have ready
Have ready
- your postcode: the page finds your local Citizens Advice Bureau by postcode
They can
- put you through to an adviser at your local bureau by phone on 0800 028 1456, the Scottish Citizens Advice Helpline
- give free, confidential and impartial advice, and help you work out next steps
- raise a complaint with an energy supplier for you through its Extra Help Unit, if you may be considered vulnerable or at risk of disconnection
- give advice online, on its advice pages
free advice on benefits, tax credits and debt in Northern Ireland
Before you call: what to have ready
They can
- give advice on benefits, personal debt and managing bills, through the freephone helpline on 0800 915 4604
- answer by email at advice@adviceni.net
- point you to an Advice NI member near you if you need face-to-face advice
They cannot
- see you in person themselves: for face-to-face advice you contact a local advice centre run by an Advice NI member
free money guidance; Citizens Advice points here for what to do if your insurer rejects a claim
Call 0800 011 3797 · Monday to Friday, 9am to 5pm
Before you call: what to have ready
They may ask
- some questions first, by webchat or WhatsApp, and then they connect you with a specialist
They can
- talk to you by phone on 0800 011 3797, by webchat or by WhatsApp, with a real person
- reply to an online form within 3 working days
- take Relay UK text calls, give you a free British Sign Language interpreter, and find an interpreter if English or Welsh is not your first language
- book a free Pension Wise appointment about how you can take money from a defined contribution pension
They cannot
- answer on Saturdays, Sundays or bank holidays: phone and webchat are closed
- give you a free call from outside the UK: their page says UK calls are free, and gives a separate outside-UK number, +44 (0)20 7932 5780
if there is no food in the house: find your nearest food bank. You need a food voucher first, from a local organisation; the page says how to get one
Before you call: what to have ready
Have ready
- how many adults and children the parcel is for, and the ages of any children: volunteers check these from your voucher
- any dietary requirements: say so when you get your voucher so the food bank can prepare
They may ask
- the community organisation that gives you a voucher asks about your individual needs, so it can help you find the right support
They can
- help you find your nearest food bank
- give an emergency food parcel with at least three days of meals once you have a food voucher from a local community organisation
- sometimes provide pet food and essentials such as toiletries and period products, where they can
- sometimes offer extra support, such as debt advice or a trained Citizens Advice adviser
- sometimes deliver food parcels: ask when you get your voucher, or contact the food bank
They cannot
- give you a parcel without a food voucher: you need a referral first
- usually give you a voucher online: you will usually need to contact a community organisation by phone or in person, and in some cases the food bank directly
report a trader who took money for repairs and did not do the work (England, Wales and Northern Ireland; in Scotland call Police Scotland on 101)
Call 0300 123 2040 · Phone 24 hours a day, 7 days a week (reduced availability 8pm to 8am). Webchat 8am to 8pm, every day.
Before you call: what to have ready
They can
- take your report online at any time, or by phone on 0300 123 2040, available 24 hours a day with less cover from 8pm to 8am
- take reports by textphone on 0300 123 2050 if you are deaf or hard of hearing
- take your report in your own language through a separate service
- let you track your report online if you registered when you made it
They cannot
- take reports from people who live in Scotland: report via Police Scotland on 101
- take reports or supporting documents by post
- be free to call: it costs your standard rate, and from a mobile with no minutes left about 35p a minute, so report online if a call would cost you
- ask you for your bank details: the site says Report Fraud will never request them. If a caller who says they are Report Fraud makes you unsure, hang up and call 0300 123 2040 yourself
Citizens Advice consumer service (energy and other consumer problems)
a builder or trader took money and did not do the work, or did it dangerously: they advise you and pass it to Trading Standards (England and Wales)
Call 0808 223 1133 · Monday to Friday, 9am to 5pm. Closed on bank holidays.
Before you call: what to have ready
Have ready
- brief details of the problem and what you have done so far to try to solve it
- the name and address of the seller or trader, which for an energy problem is your supplier
- your reference number, if you have already contacted the helpline about the same problem
They may ask
- what you need advice about and your postcode, if you use chat
They can
- give you practical and impartial advice on how to resolve your problem, and tell you the law that applies to your situation
- pass a complaint to your energy supplier
- pass information about complaints on to Trading Standards, which you cannot do yourself
- talk to you in Welsh on 0808 223 1144, or take Relay UK calls: 18001 then 0808 223 1133
- take an online form about a gas or electricity problem every day, if the helpline and chat are closed
They cannot
- make a complaint for you or take legal action on your behalf
- answer on bank holidays: the lines are closed then
- help with a heat network problem by chat or online form: for that you need to call the helpline
An adviser will answer your call as soon as possible, usually within a few minutes. A call should take an average of 8 to 10 minutes.
Advice Direct Scotland (advice.scot)
consumer help in Scotland if a builder or trader took money and did not do the work: its consumer service is consumeradvice.scot, freephone 0808 164 6000
Call 0808 800 9060 · Monday to Friday, 9am to 5pm
Consumerline (Northern Ireland)
the same in Northern Ireland: Consumerline passes complaints to Trading Standards
Call 0300 123 6262 · 9am to 5pm Monday to Thursday, 9am to 4pm Friday. Closed on bank and public holidays.
if your insurer rejects or underpays your claim: complain to the insurer first, then the ombudsman, free, within 6 months of its final response.
Call 0800 023 4567 · Monday to Friday, 8am to 5pm.
Before you call: what to have ready
Have ready
- the final response letter from the business, which you should keep: the ombudsman will ask to see it
- notes of any calls, emails and letters between you and the business
They may ask
- about your complaint, what has happened and which financial business you are complaining about
They can
- look into your complaint if you have had a final response you are not happy with, or the business has had its time and not replied
- talk to you by phone if you are severely ill or in financial difficulty and need to speak to someone urgently about your complaint
- take calls through Relay UK on (18002) 020 7964 1000
- tell you about other organisations that may help, if it cannot
They cannot
- help if it has already looked at the complaint, if the courts have made a decision about the case, or if it is outside the time limits
- see you in person: its offices are not set up for face-to-face help
The helpline gets busy sometimes, so you may need to wait to speak to someone.
Say it this way
Change anything to your own words.
I am calling to report damage to my home from a [flood, fire or storm] on [date]. I would like to start a claim. Please tell me what you need from me, whether I should keep the damaged things for the adjuster, whether the policy pays for somewhere to stay, and what my claim reference is.
My home was damaged in a [flood, fire or storm] on [date]. I want to stay on top of this loan. What options do you have to lower or pause my payments for now, can late fees be waived, and can you send what we agree to me in writing?
The [flood, fire or storm] on [date] damaged my home. Photos attached. When can you make it safe, and how will you repair it? If I have to move out, could you confirm in writing that I can move back on the same terms after repairs, and whether rent will be paused or you can help with somewhere to stay?
Thank you. I am not signing or paying anything today. Please send me the quote in writing, with your licence number, proof of insurance and a payment schedule. I will call you once I have checked them and spoken to my insurer.
Not for you if…
This guide is for someone whose home has been damaged by a flood, fire or storm. If anyone is in danger or still inside, call 911 or 999 first. If the damage is a burst pipe or a leak from inside the building, the insurer steps here apply, but FEMA help does not: FEMA's individual help only opens for a declared disaster. If you own a business or rent out the home, business and landlord rules are different; ask the SBA or an adviser. If your insurer refuses or cuts the claim, a contractor has taken your money, or you are close to losing the home to the lender, you may need a lawyer, legal aid, Citizens Advice or a housing counselor rather than this page; ask for the decision in writing. Shelter, food, water, medical care and crisis counseling are open to everyone whatever their immigration status, and Red Cross shelters do not ask for ID. FEMA's money needs someone applying to be a US citizen, non-citizen national or 'qualified alien' (FEMA's own term for some immigration statuses), but a parent can apply on behalf of a child under 18 who is, and FEMA says to check your status with an immigration expert. If you have no insurance: in the US, the FEMA and loan routes here; in the UK, ask your council about grants or charities for repairs and about its crisis or welfare fund (in Scotland, a Scottish Welfare Fund crisis grant, which you do not pay back). In the UK, the council tax and homelessness clocks differ by nation, and each says how.
A different emergency? Account frozen or closed · Benefits stopped · A car accident · Suspended or excluded from school · Debt collector or court papers · Eviction notice · Unsafe home · Hurt at work · Paid a scammer · Lost my job · Lost wallet or phone · A medical bill · Nowhere to sleep · Shutoff notice · Someone died · Someone is missing · A tax bill · Told to leave home