Frequently Asked Questions

How can I pay my rent?

You can pay your rent using our app, our online customer portal, by calling our automated rent lines on 0303 3330101 or with your Pay Point card at any shop that shows the Pay Point sign, at any of the Halton Direct Links.

When are the rent free weeks?

If entitled, there are four non-charging weeks throughout the year which are the last week of the financial year, the first week of the new financial year, plus one week at Christmas and another in the New Year.

Please note that you are not entitled to rent free weeks if your rent account is in arrears – you must continue to pay your agreed amount.

How do I register to pay my rent online?

To register to make online payments you will need to log on to our customer portal:

To pay you will need to use the 16 digit number printed across your Pay Point card.

How do I order a payment card?

Please contact a member of our Customer Service Team via our web chat service.

Where do I get the customer app?

The mobile phone application can be downloaded from the App Store on your smart phone. You can find this by searching for Halton Housing Trust and the app is free to download. You can report repairs and anti-social behaviour, pay your rent and much more via the app.

My sink is blocked

Have you tried using a sink or drain unblocking fluid to clear the blockage?

Have you tried plunging the plug hole?

Have you checked the plug hole for any hair/food that could be blocking the water from draining away?

If you answer yes to all of these questions, please contact the Customer Service Team and report a repair.

All my electric has gone off

Have you check your fuse box to establish whether your electrics have tripped?

Have you unplugged all your appliances and introduced them one by one to see if your appliance is at fault?

Are you on a prepaid meter? If so, do you have credit available?

If you answer yes to all of these questions please contact our Customer Service Team to book a repair.

Am I entitled to decorating vouchers following a repair?

Decorating vouchers are not issued following a repair.

How long am I expected to wait for a non-urgent repair?

Your appointment will be within 15 working days from the day that you reported the repair.

Which repairs is Halton Housing responsible for in my home?

  • Foundations
  • External walls to properties
  • External doors and door frames
  • Window frames
  • Roofs
  • Gutters and rainwater pipes
  • Drainage
  • Water services
  • Electrical fittings
  • Gas services
  • Central heating and hot water systems
  • Internal doors (on the basis of fair wear and tear)
  • Communal areas (e.g. lifts, stairs and decoration) in multi-occupied buildings
  • External decoration (as part of planned maintenance)

Which repairs am I responsible for in my home?

  • The repair or replacement of anything that is installed or fitted
  • The internal decoration of your home
  • The upkeep of private garden areas repairs and maintenance
  • The replacement of light bulbs and fluorescent tubes
  • The replacement of lost keys or changing locks
  • Repairs to broken windows (unless the customer has a crime number)
  • Re-setting of trip switches
  • Adjusting doors following new flooring being fitted
  • Replacement of toilet seats
  • Fitting of washing machines/tumble dryers or dishwashers
  • Fitting of cookers by a registered Gas Safe engineer
  • Any items accepted under a signed disclaimer at the start of tenancy

How do I make a complaint?

There are many ways to report your feedback. Full details of our complaints procedure is available in our web portal, you can also make a complaint via our customer app. 

How do I report Anti-Social Behaviour?

This can be reported via our website, web chat, mobile app, e-mail, in person and via telephone.

I have been a victim of crime and my property is damaged – what do I do?

Firstly, you will need to report this to your local police station by calling 101. They will issue you with a Crime Reference Number. Once you have the number please contact our Customer Services Team to arrange a repair.

How do I give notice on my property?

Notice to terminate your tenancy can be given by email, letter, via our website, in person at one of our offices or by telephone.

You will are legally required to give four weeks’ notice unless you are transferring through Property Pool Plus or in the event of a death when two weeks will be required.

Why has my Property Pool Plus account not been made active?

Have you provided all the required proofs? If not, please take them either to one of our offices, email them to or via post for the attention of the Housing Options Team. Please note that it takes at least two weeks for your proofs to be processed and contacting the Trust before this time will not shorten this process.

What proofs do I need to activate my Property Pool account?

Please refer to the frequently asked questions on

Who can register to use the Customer App or Web Portal?

Current tenancy holders can register to use the App or Web Portal. At the moment, this does not include shared ownership, leaseholders, or garage tenancies.

I am not a Halton Housing Trust customer, can I still register to use the Customer App or Portal?

Unfortunately not. If you’d like to support friends or family you can register using their details, with their permission, but you cannot register yourself. Alternatively you can use one of our other digital services, such as live chat which is available through our website, our Community App, TV Virgin 233 and through Games Consoles

I’m not able to log in to the app or portal

First, check to see whether you’ve already registered – if you have, make sure you’re inputting the correct username and password.

If you haven’t already registered, tap ‘Register’ at the bottom of the log on screen and follow the instructions.

How do I reset my password?

There is an option at the bottom of the log in screen to reset your password. You will need to input your date of birth and postcode. You will then receive an email to the address originally used to register, containing a new password that can be used to log in.  Once logged in you can then change your password to something more memorable

What is a Username?

Your username is the email address you use to register. This email address needs to be correct to ensure you receive useful information and you’ll need it if you ever need to reset your password

I can’t remember the email address I used to register

Please contact us through Live Chat, which you can access from our website or email and a member of the Digital First team will be in touch.

I can’t register using my National Insurance number

The National Insurance field is case sensitive and needs to be inputted in capital letters. If you’re still struggling, you can use the option to register using your property reference number, which can be found on your rent statement or payment card

I don’t know my property reference number

You can find the 12 digit number on your rent statement or payment card.

I don’t have a payment card

You can request a payment card using Live Chat on our website, through our community channel 233 on Virgin, our Community App,or you can email:

I still can’t register after following all suggested solutions.

If you’re still unable to register, please contact us via Live Chat on our website, through our Community TV channel 233 on Virgin or our Community app, and a member of the Digital first team will be in touch.

The app won’t let me report a repair

Firstly, make sure you’re using the most up to date version of the App. Tap the ‘News and Updates’ button within the app, if the ‘Update my app’ option is present then this will take you straight to the App Store to update. Alternatively, if the ‘News and Update’ section is not on the app at all then you have a very old version of the app and will need to exit the app, go to the App Store or Google Play Store and update your app from this location.

My app is up to date and won’t let me report a repair 

Please contact us via Live Chat on our website, through our Community App or TV Virgin channel 233 and a member of the Digital First team will be in touch

It won’t let me report a repair on the website portal

Please contact us via Live Chat on our website, through our Community App or TV Virgin channel 233 and a member of the Digital First team will be in touch

How do I pay my rent using the app?

You will need to go to the rent section of the app, this will take you to Allpay’s website . You will need your payment card number to register to use. If you are transferred through to Allpay’s site from the Customer App and there are issues, you will need to contact Allpay directly.

I don’t know my payment card number

You can find your payment card reference number in the ‘Pay My Rent’ tab within the Rent Section within the Customer App, or on your Rent Payment Card.

When I log in to the Customer App or Portal, my previous address is shown – how do I change this to my current address?

This needs to be amended by Halton Housing, if you would like to contact us via Live Chat on our website, through the Community App or TV Virgin channel 233, and a member of the Digital First team will contact you.

I have a garage query

This is not currently available on our customer app or web portal however you can use Live Chat via our website, the Community App or TV Virgin channel 233, to contact us.

My transactions are in the wrong order when I log in.

Please log out and log back in again.  If issue still persists please contact us through Live Chat via our website, the Community App or TV Virgin channel 233.

My transactions only display until a certain date

On the App, please tap ‘Load More History’ to see further transactions. The Portal displays these as pages and can be accessed by pressing the numbers below the list of transactions.

I’m a former customer, can I register to use the app to pay my arrears?

Unfortunately, you can’t register for the Customer App or Portal. However, you can register to use Allpay which is where our Customer App directs you to, to make any payments. You will require what was your payment card number.