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Information for customers about Coronavirus (COVID-19)

11th March 2020

6 minutes

Update: 31 March 2020

Services Update:

We’ve summarised the status of our services in a handy graphic which we will update regularly.

Frequently Asked Questions:

Don’t forget, our Coronavirus FAQs are being updated daily, so be sure to have a look for the very latest information and advice.

Coronavirus related scams

We are aware of several Coronavirus related scams. We urge all customers to please be vigilant in the face of trickery via phones, the internet and even on the doorstep amid the lockdown to help keep people safe from Coronavirus related scams. Find out more about Coronavirus related scams and how to report them.

Useful links to help and support available:

Coronavirus: Rent and money worries help and support

Employed and ill or affected by Coronavirus?

Coronavirus: Helping you get access to food and supplies

Halton Housing is still ‘open’ however, with all our colleagues now working from home.  You can still contact us using our main telephone number 0303-333-0101, or customers can still contact us via the app or portal, or via the live chat on here, (see the purple tab to the right) between 10am – 5pm.

Update: 26 March 2020

Services Update:

We’ve summarised the status of our services in a handy graphic which we will update regularly.

Estate Services Update:

The Environmental services team are no longer carrying out grounds maintenance but are being redeployed to help essential services such as the Estate Services team.  Our caretakers are carrying out essential work only, enabling them to increase the frequency to twice weekly.

Frequently Asked Questions:

Don’t forget, our Coronavirus FAQs are being updated daily, so be sure to have a look for the very latest information and advice.


Update: 23 March 2020

Closure of Waterfront Point, Widnes

In the interests of both our customers’ and our colleagues safety, our main building Waterfront Point will be closed from Tuesday 24 March at 5pm until further notice. 

Halton Housing is still ‘open’ however, with all our colleagues now working from home.  You can still contact us using our main telephone number 0303-333-0101, or customers can still contact us via the app or portal, or via the live chat on here, (see the purple tab to the right) between 10am – 5pm. 

Don’t forget to browse our Coronavirus Frequently Asked Questions, as we are regularly updating this with information regarding our services and links to support for money-related matters. 

Update: 20 March 2020

Changes to our Repairs Service

From today (20th March 2020), until further notice we will be operating an ’emergency-only’ repairs service (this includes compliance-related work).  We will of course provide an update when this situation changes.

Your Questions Answered

Understandably we are receiving lots of questions about Coronavirus and its impact on our services.  So, we have put together a Frequently Asked Questions page with some answers and updates.  Our FAQs will be updated regularly as this fast-paced situation evolves, so please keep checking for the latest information.

A message from our Chief Executive Officer

Our Chief Executive Officer Liz Haworth has provided a letter of reassurance to all our customers that your wellbeing, and that of our team remains our top priority amidst the Coronavirus pandemic.


Update: 17 March 2020

We know there is understandably a lot of concern regarding the outbreak of coronavirus so we want to provide some reassuring information to our tenants and customers. 

Despite the spread of this virus, and given the fact that it is predicted to be around for some months to come; there is nevertheless, still a requirement for us to continue providing many of our ‘essential’ services such as emergency repairs, compliance safety checks and services to our customers. It is therefore our priority to put as many measures in place as we can, to protect customers and colleagues and to make sure we can continue with this work. 

Currently, our focus is on making sure that our colleagues follow public health advice on hand washing and self-isolating if they fall into one of the categories where this is advised. Therefore customers can be reassured that we have done everything we can to minimise the risk from anyone from Halton Housing visiting their property. 

Before completing any work/visits in homes, we are also actively asking customers to follow the latest government guidelines and please notify us if they, or anyone in their household has either being diagnosed with Coronavirusis self isolating, has any flu-like symptoms, or has any other concerns why we should not complete work in their home. 

The situation is changing all the time and we are reviewing government advice on a daily basis, and will adapt our plans in line with this.  Please be reassured that customer safety remains our first priority.  

How we can help you: 

We understand that coronavirus is causing much anxiety and concern.  If you are experiencing particular difficulties because you are self isolating, then please let us know so we can see what we can do to help.   We will be updating this page with answers to some of the questions customers may have during this time.  So please watch this space. 

In challenging times our neighbourhoods and communities can be a great source of support. Showing kindness to neighbours and helping others out is really important.  We’re all in this together. 

Update: 11 March 2020

As per Government and Public Health England advice for Coronavirus (COVID-19), we are currently operating as normal and will continue to provide services and support to our customers.

We are constantly monitoring this situation and will continue to follow the latest advice and guidance as provided by the Government

Customers who have been told to self-isolate:

Customers who have been told to self-isolate by NHS 111 are asked to inform us at the earliest opportunity by calling 0303 333 0101.

Stopping the spread:

Personal hygiene is the most important way we can tackle COVID-19, especially washing hands more; and the applying the ‘catch it, bin it, kill it’ strategy for those with coughs and sneezes (this will help in delaying the peak of the infection). Washing hands for 20 seconds is central to prevent and slow the spread of the virus.

Where to find further information:

For updates on COVID-19

For further information and how to protect yourself from the virus

For travel advice

We will update this page if the situation changes and we need to provide further information to you.

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