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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

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halton housings annual report 2018/19
Your Community

Annual Report 2018/19 Published

11th December 2019

We have now published our Annual Report for 2018/19. We want to make sure that we are accountable to our customers for how we spend their rent money and how well we perform. The report sets out our performance in a range of key areas, including how we keep our customers safe, how we provide […]

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halton housing colleagues completing CIH qualifications
Halton News

Colleagues celebrate completing CIH housing q...

5th December 2019

Colleagues at Halton Housing are celebrating after successfully completing a range of Chartered Institute of Housing (CIH) qualifications.  Eight colleagues completed level 3 CIH qualifications in Housing/Property Management following hard work and dedication over the past 18 months.   The CIH is the professional body for the housing sector. A registered charity with a Royal Charter, the Institute provides […]

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Your Community

Starter Tenancy Officer rescues dog featured ...

29th November 2019

Emma Bennett, a Starter Tenancy Officer here at Halton Housing has wonderfully rescued and adopted a neglected dog that was featured on Channel 5 series  ‘The Dog Rescuers with Alan Davies‘ aired earlier this week. Emma rescued Floyd the dog from one of our properties following an appalling case of neglect being discovered, where the dog […]

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Halton News

#FixTheHousingCrisis – 25-29 Nov 19

28th November 2019

This week, we are supporting the launch of the National Housing Federation’s (NHF) General Election campaign to #FixTheHousingCrisis. The campaign is all about the housing association sector calling on the next government, to work with us to fix the housing crisis for good, by placing housing associations as key partners, regardless of which party wins […]

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Halton Housing supporting Cheshire Police on there Operation Treacle
Halton News

Early morning warrant executed on Brentfield

28th November 2019

Our Anti-Social Behaviour and Tenancy Enforcement teams supported Cheshire Police in the early hours of yesterday morning (Wednesday 27th November) to execute a warrant at an address on Brentfield, Widnes. Over one hundred wraps of crack cocaine and heroin, along with cash, cannabis and a large knife were recovered. Two males were arrested; one of […]

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Halton News

Helping Hands provides funding to Halton Chil...

27th November 2019

Halton Housing’s Helping Hands initiative makes available funding, skills, materials and resources to community projects and groups which benefit the Borough. Through our Helping Hands initiative we have been able to provide funding of £1000 to support the 2019 Christmas Hamper Project which has taken place of the last 7 years, to help over 150 vulnerable families […]

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