We aim to ensure we deliver excellent, high quality services to our customers and communities and are continually looking at how we improve further.

A vital part of making sure our services continue to meet our customers’ requirements and expectations is by gathering feedback – telling us when we’ve performed well and also when things have gone wrong. 

This feedback helps us to learn from our mistakes and make changes to ensure our services meet our customers’ needs and our own published service standards.

Enquiries - ask us if you would like information about any of our services

An enquiry is a formal request for information.  For example, someone on our waiting list may make an enquiry about how long it will take to be re-housed.

Complaints – let us know when things go wrong

We realise that sometimes things can go wrong.

Complaints are a positive way to learn and put steps in place to improve the quality of service.  A complaint is any aspect of our service that has not met your needs or expectations or where it has fallen below our published service standards.

Compliments - tell us what you think

Everyone likes to receive compliments and we’re no exception at Halton Housing Trust.

If you like something we have done or are pleased with the service, we would like to know about it.  Where we can we will feed your comments back to the employees involved.

We also welcome comments about our policies and procedures.

The Have your Say leaflet explains how you can make a compliment or complaint.  In every case, we will respond and use the information to improve our service.

You can make an Enquiry, Complaint or Compliment on-line by clicking here.