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Customer Service Local Offer

The local offer shows how the customer service and choices we provide are tailored to meet the diverse and unique needs of our customers.

In developing this offer, we consult our Customer Forum every 12 months and include feedback from them.

Customer Service Local Offer 

We will:

  • Have a Customer App which can be downloaded for free to Apple and Android devices. Customers are able to book and amend existing 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.  
  • Have a low-cost call number available 24 hours per day for customers to pay rent efficiently with no wait time. 
  • Provide customers with a choice of communication methods in how they can contact our Customer Services Team, including Live chat, the customer App, the Halton Housing website via the web portal, Facebook, email, and telephone. 
  • At our self-serve kiosks at Waterfront Point, Widnes office from 9.00am to 5.00pm, Monday-Friday. 
  • Communicate with customers via email where an email address has been provided to us. 
  • Have a low-cost call number available 24 hours per day to report emergency repairs. 
  • 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. 
  • Have private interview rooms available should you need to discuss confidential matters during pre-arranged appointments. 

 

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.

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.

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

Read More News
halton housing and open door are supporting a newly launched campaign on raising awareness of shared ownership
Halton News

We’re supporting a National Shared Ownershi...

20th January 2020

We’re proud to be supporting a new national campaign by the National Housing Federation promoting shared ownership alongside our commercial subsidiary, Open Door. The campaign is designed to raise public awareness of Shared Ownership through a three-year advertising drive, across print, social media, digital to outdoor advertising and there’s a new website which is a first of its kind […]

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Halton News

Rent Increases Explained

15th January 2020

From April 2020, all housing associations across the country will be able to increase social and affordable rents by CPI*+1% each year, in line with current Government policy. Halton Housing welcomes this new settlement, which we believe strikes the right balance between staying affordable for customers, while also providing financial certainty for us as your […]

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halton housing and cheshire police
Halton News

Address successfully targeted for ‘cuckooin...

14th January 2020

We worked alongside Cheshire Police last week (Friday 10th January 2020) to force entry into an address in Ditton following reports from a vulnerable customer that their flat was being used for drug and criminal activity. One male was arrested for possession with intent to supply drugs and theft of a bike. Recent months have […]

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Halton News

Debt Recovery Team helps one customer receive...

13th January 2020

Last month, our Debt Recovery (DR) and welfare teams helped one of our customers who was struggling with her health and finances, to receive a back payment of over £11,000!  Truly putting our corporate vision of ‘improving people’s lives’ into action. The story: Our customer lives with long term health issues and as a result, […]

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Halton News

Halton Housing retains its G1/V1 financial ...

19th December 2019

We are delighted to have been notified that we have retained our G1 and V1 ratings from the Regulator of Social Housing following an annual stability check.  This rating, the highest available from the regulator, demonstrates confidence in our ability to meet financial obligations, financial strengths and strong governance.  You can view details of the […]

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halton housing and nightstop
Halton News

Nightstop’s New Community Hub Opens

19th December 2019

Nightstop‘s new Community Hub ‘The Way Forward’, in partnership with Halton Housing  opened its doors earlier this week. The opening was attended by the Mayor of Halton Margaret Horabin, Marie Wright, Sandra Baker and Cheryl McCabe, Corporate Social Responsibility Officer from Halton Housing. ‘The Way Forward’ Hub is a community space located at 108a Royal […]

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