Search the Halton Housing Website

Can’t find what you’re 
looking for?

Filter your search results by visiting our help and support page.

Help & Support
My Tenancy

Digital First

To help combat the effects of Welfare Reform on both customers and Halton Housing, we launched our Digital First Approach back in April 2014.

Mrs Phillips

Mrs. Philips Story

"I had worries about using the internet and was especially worried about online security – I didn’t want anyone getting hold of my details or personal information. But Halton Housing have been so helpful, everything’s been explained to me in one-to-one sessions and it’s given me the confidence to get online. They’ve provided me with a free tablet and data and I’m so grateful for the opportunity I’ve been given."

"I like that I no longer have to waste time on the phone and can report any problems on the Customer App, whenever I want – it’s so quick and much easier than I thought it would be."

"I have family in South Africa and its expensive to call his customer l, now I’m online, we’re emailing lots. They’ve already sent me photos of new additions to the family and let me know what they’ve been up to – I’m absolutely thrilled!"

Margaret Walsh

6 Reasons for Implementing A Digital Strategy


Fundamentally changes the way services are delivered to our customers.

Providing the right information, at the right time, in the right place, 24/7. We provide customers with internet enabled devices. All of this supports our aim to have 90% of our customers accessing services online by 2018.


While transactional costs vary, basic analysis speaks for itself:

With transactions costing, £15 in person, £4 via telephone and only 90p online, that could be a saving of £14.00 per transaction. With approx 170,000 transactions being processed per year.

A potential saving of up to:

£2.4 million


It will bring our services in-line with changing expectations of our customers when accessing other services outside the housing sector.
So our sector isn’t left-behind.

welfare team
Extra Care

An opportunity to reallocate resources to provide additional support to those customers that really need it.


Introduction of Universal Credit needs to have a net nil overall impact on the organisation.

We will have to collect up to 65% of our income that is currently paid directly to us. To do this we can either employ more people or we can focus our existing resources.

pay your rent

Our Digital Performance

All contacts made using digital channels


Rent balance enquiries made online


Households who have accessed services digitally since April 2017


Repairs requested digitally


ASB cases raised


Incoming calls to Customer Service Team have fallen by


Outgoing calls from Customer Service team have fallen by


Satisfaction with online services


Devices provided to those with no internet access


Digital First Taster Sessions

Want to find out how a Digital First approach could help your organisation?
We hold a limited number of Taster Sessions throughout the year. These provide an insight into our digital journey and commitment to innovation; the services we’ve developed, the internal structures we’ve adapted, the infrastructure we’ve put in place and the cultural shift we’ve made in order to achieve our aim of getting 90% of our customers accessing online services.

Related News

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

Read More News
Halton News

Halton Housing to take part in triathlon of e...

7th March 2018

  On Friday 9th March, Halton Housing staff members will be taking part in a triathlon of events in order to raise funds for Target Ovarian Cancer. Halton Housing staff members will be taking part in a treadmill relay, a woodland walk and overnight stay out in Norton Priory’s Undercroft. This schedule of activities will […]

find out more
Your Community

Halton Autistic Family Support group receives...

7th March 2018

Halton Housing’s Nominated Charity, Halton Autistic Family Support group has undergone a refurbishment programme to the value of £5400.00, thanks to Halton Housing and its supply partners. Each year Halton Housing pledges support of materials and labour to their charity of the year. This year’s nominated charity, Halton Autistic Family Support group (HAFS) were selected […]

find out more

Halton Housing shortlisted as CIM Northern Aw...

30th October 2017

Halton Housing have been shortlisted as a finalist in the In-House Team of the Year category at the CIM Northern Awards for the second consecutive year. The CIM Northern Awards, now in its fourth year, celebrates the insight, creativity and success of the Northern marketing industry, the outstanding campaigns and the talent from across the […]

find out more
Important Tenant Updates

Halton Housing calls for a slow down to Unive...

13th October 2017

July 2016 saw the introduction of Universal Credit (UC) in Halton.  15 months on, Halton Housing, the borough’s largest landlord has called for the Government to slow down the roll out following a number of fundamental flaws their early experience has highlighted. The effects of the UC roll out have been widespread. Halton Housing reports […]

find out more
Halton News

100 Days of Halton Housing

20th June 2017

  This summer Halton Housing will be launching a social media campaign called ‘100 Days of HHT’. 100 Days of HHT will launch on Twitter on Tuesday 27th June, 2017. The campaign aims to raise awareness for what a career in social housing has to offer, and how Halton Housing truly do improve lives. The campaign […]

find out more
Halton News

Your perfect, portable companion

13th June 2017

  As we mentioned a few weeks ago, to help make your busy life, that little bit more straight forward, we’ve been busy adding some useful new features, current information and making improvements to the Customer App. We’ve created a short animation to help you navigate the App and highlight some of the key features, […]

find out more

Sign Up For Regular Updates

Would you like to receive news and updates straight to your inbox? Tell us your email address and areas you are interested in, and we will send you relevant updates

alert align-leftanti_socialinfo-Asset 3 arrow_down_thicker_no_fillarrow_down_white arrow_down_whitearrow_downarrow_leftarrow_rightarrow_up_accordion article Untitled-1info-Asset 4 tenancycalendarcameracard clockcollaborationcomputerAsset 4 cross_arrows crosscurves down_arrowdownload-2duohouseAsset 2figured_arrowsUntitled-2flaggradient_briefcase info-Asset 5 helphh Untitled-2Untitled-3house_helpicon_additional_incomeicon_alcoholicon_benefitsicon_bettingicon_car_insuranceicon_child_benefitsicon_childcareAsset 1 icon_clothingicon_council_taxAsset 4 icon_electricityicon_gasicon_groceryicon_gymAsset 5 icon_home_insuranceicon_iAsset 3 icon_petrolAsset 1 icon_renticon_takeawaysicon_total_incomeicon_travel_feesicon_tvWage after Taxicon_waterkey_features keyholderleft_arrowinfo-Asset 5 live_chatUntitled-3 megaphonemessagemouse new_homes pause Page 1Created with Sketch. pen info-Asset 9 percentagepersontickpet_iconinfo-Asset 6 plant_iconplay Asset 2 info-Asset 7 property_overview qualright_arrow_whiteright_arrowsearch Untitled-3slider_next slider_prev smileyFacebook Google Plus Instagram social_linkedin Pinterest Twitter YouTube socialUntitled-3square_triangle Untitled-3info-Asset 8 triangle-left Untitled-2 wifi-glyph-24