Threshold responds to over 5,000 webchat queries in six months

General News

Average of 41 queries per day

National housing charity Threshold has today revealed that its advisors have dealt with 5,039 queries over webchat since the introduction of the service six months ago, an average of 41 queries per day*.

Commenting on the figures, Western Regional Services Manager at Threshold, Karina Timothy said: “Since we had to close our doors to face-to-face consultations last March, we have been faced with many challenges in terms of how we deliver our service safely. We have made sure to diversify our service offering in response to the environment that we find ourselves in, so that we can continue to maintain the quality service that renters the length and breadth of the country are accustomed to.

“Whilst our offices remain closed and face-to-face consultations are currently not possible, the development of our webchat service has proven to be very successful as we deal with an average of 41 queries a day.”

The majority of queries received via Threshold’s webchat since the service was introduced in August 2020 related to Notices of Termination (26%) and leases (26%), followed by deposits (14%), standards and repairs (11%) and rent reviews (6%).

“While the protections introduced in 2020 have provided relief to many, it is clear to see that they have not made renters’ problems disappear altogether. We would appeal to any renter in distress to avail of Threshold’s webchat service or freephone helpline.”

Threshold’s webchat operates Monday to Friday, 9:30am to 5pm via

Threshold’s freephone helpline remains available Monday to Friday, 9am to 9pm at 1800 454 454, and via its website at for any renter in need of advice or support.

* Based on Monday – Friday when the service is operational

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