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complaints - customer service

Here at Halton Housing we have a number of different contact methods available for our customers to be able to get in touch with us when they need to.

 

Ways to get in touch

The Customer App

The App can be downloaded for free to Apple and Android devices. Customers are able to book repairs, view recent repair history, check rent account balance and make payments, log complaints, report ASB and view many other tenancy details via the App.

Phone

We have a low-cost call number available 24 hours per day for customers to pay rent efficiently with no wait time.

Office

Customers can use our self-serve kiosks at Waterfront Point, Widnes office from 9am to 5pm, Monday-Friday.

We also have private interview rooms available at Waterfront Point should you need to discuss confidential matters during pre-arranged appointments. 

We promise to:

  • Provide customers with a choice of communication methods in how they can contact our Customer Services Team, including: Live chat, the customer app, Halton Housing website via the web portal, Facebook, Email, and telephone.
  • Communicate with customers via email where an email address has been provided to us.
  • Ensure all correspondence we send to customers will be clear and easy to understand, using plain language, avoiding jargon.
  • Be prompt, polite, friendly and helpful, treating all customers fairly and impartially.
  • Have a training and quality monitoring process in place to ensure customers receive a high standard of service when contacting us.

Looking to Move?

To apply to live in any of our properties you must have an active Property Pool Plus account. To register for an account, simply follow all of the Property Pool Plus registration steps.

Related Help & Support Articles

Find helpful articles on finding your next home with Halton Housing, and how to apply for a home here.

Manage Your Tenancy 24 Hours a Day, at the Click of a Button by Downloading Our Customer App.

Our Customer App allows you to manage your Halton Housing tenancy 24 hours a day, 365 days a year. You can now pay your rent, raise a query, report a repair, report anti-social behaviour and do so much more via the Customer App, download it today!

Latest News

Stay up to date with all the latest Halton Housing news here

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Halton Housing Customer Engagement Team with Youth Justice Services Team
Halton News

New gardening equipment for Youth Justice Ser...

25th September 2020

We have made a donation over £300 to Cheshire Youth Justice Services (YJS) to purchase gardening equipment and tools to help maintain and tidy grassed areas in the borough. Covering the whole of Cheshire, YJS works with children and young people to help prevent them from getting into further trouble, supporting them to lead a […]

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Great British September Clean Halton Housing Colleagues
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Colleagues make clean sweep and join great Br...

25th September 2020

Colleagues from across Halton Housing braved the wet weather earlier this week for two litter picks across the borough to support Keep Britain Tidy’s Great British September Clean campaign.   The two litter picks took place in the Ellesmere Street area of Runcorn and Arley Drive area of Widnes.   A whopping 50 bags of litter were collected overall with 33 bags in Runcorn […]

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Halton News

Places after the Pandemic

17th September 2020

Places After The Pandemic Covid 19 offers a once in a lifetime opportunity for housing associations to deliver more with their communities, change how homes are built and adapt services, according to PlaceShapers’ and HACT’s ‘Places After The Pandemic’ report, which has launched today. As a PlaceShapers member, we took part in the report, along […]

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Halton News

Warning over damaging effects of filter showe...

15th September 2020

We would like to raise awareness of the potentially damaging effects of filter shower heads when used with electric showers, similar to the type pictured below. Our Homes Team have responded to a number of repairs calls at customers’ homes recently regarding broken showers. Upon investigation, the cause appears to be this type of shower […]

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Halton News

Supporting Gas Safety Week 2020

11th September 2020

It’s Gas Safety Week from 14 – 20 September, and once again, we will be raising awareness about the importance of gas safety. As we celebrate the tenth year of Gas Safety Week, organisations from across the UK are working together to raise awareness of the dangers of poorly maintained gas appliances, which can cause […]

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Halton News

Innovation Team scoop award for paper at inte...

11th September 2020

Our Innovation Team has been awarded first place in the ‘Smart and Sustainable Digital Innovation’ category for its paper ‘Strategic Management of Assets and Compliance through the application of BIM and Digital Twins: A platform for innovation in building management’ at Leeds Sustainability Institute’s International SEEDS (Sustainable Ecological Engineering Design for Society) Conference 2020. Innovation […]

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