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
Menu

Updated: 23rd September

Following the Covid-19 risk level being increased from three to four which means a high or rising level of transmission and enforced social distancing, we have introduced further measures to help protect our staff and customers.

We are updating our guidelines on the wearing of face coverings in the workplace. We will require face masks to be worn when are staff are dealing with customers face to face, when entering our buildings and when moving around our buildings.

We will also reinforce the 2-metre rule in the workplace and when we are speaking with customers, including in their homes. If we are unable to observe the 2-metre rule, for example where a customer does not adhere to the guidance, we are asking our staff you to leave the situation.

When we are in your home, please help us by:

  • Following the current social distance guidelines.
  • Making sure other members of your household remain in a separate room
  • Opening all internal doors to minimise contact
  • Telling us if anyone in your household has symptoms

If these rules are not followed we will be unable to complete our visit. 

Updated: 14th September

Rule of six comes into effect to tackle coronavirus

New laws prohibiting social gatherings of more than six people come into effect today (Monday 14 September).

We would like to remind customers that you cannot meet socially in groups of more than 6 people either inside or outside of your home.

If you are found to be in breach of this law, you could also be in breach of your tenancy agreement.

Please take all of the necessary precautions to keep you, your family and friends safe.

Find out more about the rule of six.

Updated: 9th September

Following changes to the way that we operate from our head office we made in June, we have taken the opportunity to review the systems we put in place to ensure that they remain practical/ in line with government guidelines.

On Tuesday 8th September, we invited all of our staff to come and work from Waterfront Point in a controlled way should they need to.

If you’re a customer, contractor or other visitor attending Waterfront Point, here’s what you can expect to help keep everyone safe:

Social Distancing and helping to stop the spread

Government guidance now allows for social distancing of 1m if other safety measures are in place.

At Waterfront Point, we will generally be able to maintain 2m within circulation routes. However, where we need to hold larger meetings, we must maintain at least 1m distance, providing the extra measures are in place.

Face coverings are not mandatory, but you can wear your own if you wish.

We have hand sanitising stations throughout the building. Please sanitise your hands as you enter and at regular intervals..

We have protective screens in place in interview rooms and the reception area, to protect colleagues and customers.

We are undertaking a deep clean of the building thoroughly on a daily basis, and high touch points are cleaned regularly.

Temperature Checks

Anyone who attends Waterfront Point, whether staff, customers, contractors, or other visitors must have their temperature taken. Anyone with a temperature above 38 degrees C, will not be allowed to enter and will be advised to take a test and self-isolate for 10 days from date of test (if positive).

Showing symptoms?

Do not attend if you have any symptoms of COVID-19, or have tested positive in the last 10 days. For information and guidance, please visit www.nhs.uk/conditions/coronavirus-covid-19/.

Updated: 6th August

On Monday 1st June 2020, with new safety measures in place, we resumed our services.

We are complying fully with the government’s guidance on managing the risk of COVID-19 and the safety of our customers and staff remains our number one priority.

Our “new normal” Services

Our services fully resumed on Monday 1st June 2020. Please note there are revised arrangements in place for the following:

  • Ending a tenancy – Revised arrangements will remain in place for dropping keys and paperwork
  • Investment work – We will be in contact with customers directly who are due to have investment work take place in their home
  • Rent payments – Halton Direct Link (HDL) remains closed. All other methods to pay your rent remain unaffected
  • Waterfront Point reception – Please note revised opening times below.

We expect it is going to take some time as we adapt to the new normal. We kindly ask that you bear with us as we slowly get back to what we do best – improving people’s lives.

Our colleagues are all following safe systems of work protocols and will wear appropriate personal protective equipment.

Face coverings

Wearing a face covering in shops and supermarkets in England is to become mandatory from 24 July.

As a responsible landlord and employer, we continue to adhere to the government’s advice concerning health and safety and to do whatever we can to protect individuals, and to help prevent the spread of the virus.

From 24 July, all staff working in any communal areas of our properties will be wearing a face covering. Our staff will also be wearing a face-covering whilst carrying out work in a customer’s home. A new face-covering will be applied to every home our staff visit.

Useful links:

BBC: Coronavirus: What are the rules for face masks or face coverings?

Government: Face coverings: when to wear one and how to make your own

Coronavirus: Rent and money worries help and support

Has coronavirus affected your income? Are you struggling to pay your rent? If you have had a change in your financial circumstances & are struggling, it is important that you contact us, so we can offer support & advice. Take a look at our dedicated page here.

Employed and ill or affected by Coronavirus?

This is a difficult time for many people and we understand that this may be the first time you have had to claim benefits.
We’ve tried to answer some questions you might have if you’re in employment and are ill or affected by Coronavirus and where possible provide signposting and guidance to help and support that is available to help you claim. Find out more here.

Raised a non-urgent repair during the lockdown period?

Understandably, we have received a significant number of non-urgent and routine repair requests during the lockdown period. These requests have been logged and we are now in the process of allocating a Maintenance Technician to complete these repairs for you. We will be making contact with customers over the next few weeks who have raised a repair request to schedule in an appointment to carry it out.

If you have changed your contact information, it’s important that you update your details with us using our app or customer portal or by calling 0303 333 0101 so you don’t miss our call.

Waterfront Point Reception Opening Times

Our reception is open for pre-booked appointments only Monday – Friday, 10am – 4pm.

Showing symptoms or self-isolating?

Please note, we are still asking customers to follow the latest government guidelines and to notify us if they, or anyone in their household has either being diagnosed with Coronavirus, is self-isolating, has any flu-like symptoms, or has any other concerns as to why we should not complete work in their 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.

In the meantime, we’d like to thank you for your patience and we hope that you and your families are safe and well.

Our Commitment to You:

As we resume our services, we want to assure you that we have complied in all aspects, with the government’s guidance on managing the risk of Covid-19:

Open letter from the Housing Minister, Chris Pincher MP

The Housing Minister Chris Pincher MP has issued an open letter to social housing tenants outlining the Government’s plans to restart society and allow housing services to resume. Please take the opportunity to read the letter. 

View letter

Related Help & Support Articles

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

View All Help & Support

Latest News

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

Read More News
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 […]

find out more
Great British September Clean Halton Housing Colleagues
Halton News

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 […]

find out more
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 […]

find out more
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 […]

find out more
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 […]

find out more
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 […]

find out more
accessibilityalert align-leftanti_socialinfo-Asset 3 arrow_down_thicker_no_fillarrow_down_white arrow_down_whitearrow_downarrow_leftarrow_rightarrow_up_accordion arrow_up_tail article Untitled-1info-Asset 4 tenancycalendar calendarcameracard clockcollaborationcomment computerAsset 4 cross_arrows crosscurves document down_arrowdownload-2duohouseAsset 2emote_1 emote_2 emote_3 emote_4 emote_5 figured_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_waterinnovative_stacked innovative key_features keyholderleft_arrowinfo-Asset 5 Group 2Created with Sketch. ShapeCreated with Sketch. LineCreated with Sketch. live_chatUntitled-3 megaphonemessagemouse new_homes partnership_stacked partnership pause Page 1Created with Sketch. pen info-Asset 9 percentagepersontickpet_iconinfo-Asset 6 pin plant_iconplay Asset 2 info-Asset 7 promises_stacked promises property_overview qualrespect_stacked respect right_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