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Customer Code of Conduct

Halton Housing is committed to improving people’s lives. The Customer Code of Conduct gives clear information on the standard of behaviour that we expect from customers, as well as the types of unwanted behaviours which will not be tolerated. The code covers all contact with customers.

Day to day contact

When customers contact us over the telephone, in person, in writing, by email, or via social media we expect them to:

  • Show respect and courtesy to employees at all times
  • Treat employees as you would like to be treated yourself
  • Assist Halton Housing by providing as much information as possible so that we can make a prompt response or decision
  • Allow employees reasonable time to respond to your request
  • Answer any appropriate correspondence received from Halton Housing
  • Respond to any contact made or messages left by Halton Housing employees when requested

General conduct (applicable at all times)

Halton Housing will not tolerate customers:

  • Using foul, abusive or offensive language (for example swearing or remarks that are discriminatory)
  • Making threats or unreasonable demands towards other customers or employees
  • Personally criticising any individual, whether they are a tenant, resident or employee
  • Discriminating against any employee or other customer on the grounds of race, colour, age, religion or political beliefs, disability or illness, gender, marital status, sexual orientation, class, learning difficulty, appearance or employment status
  • Engaging in any form of harassment

Conduct at meetings

When attending meetings with Halton Housing members of staff, we expect customers to:

  • Ensure that they are prepared for the meeting by reading all the relevant papers and bringing them to the meeting
  • Keep to time and meeting subject, follow the agenda and the guidance of the Chair
  • Be courteous to each other, allowing each other the opportunity to speak one at time, and comment
  • Support and assist other customers and employees to seek effective outcomes for items being discussed
  • Respect each other’s opinions and views
  • Be reasonable and honest
  • Observe the principles of confidentiality listed in this leaflet

Related Help & Support Articles

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

Help & Support Categories

We have 6 Help and Support categories to help make finding the help and advice you’re looking for that little bit easier, the categories include: Your Home, Health and Wellbeing, Help with Halton, Online Accessibility, Payments and Money and Your Career.

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Halton Housing has received reports from customers that bogus callers are targeting our neighbourhoods in Widnes and Runcorn. Any visits to your home by Halton Housing will be pre-arranged with you. All of our staff carry photographic identification badges. Each badge has the Halton Housing logo and the staff member’s name. If you are ever in doubt – please call us on 0303 333 0101.