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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
gas boiler check as part of annual gas servicing
Halton News

100% compliance for Gas Checks!

11th August 2020

We would like to thank customers for helping us achieve 100% compliance for gas safety checks (as at 5th August 2020). Gas regulations mean we have to check all homes once a year. Despite coronavirus and lockdown restrictions, we still had a legal requirement to complete essential safety checks such as gas servicing. By working […]

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Halton News

Garden competition 2020 winners announced

10th August 2020

The 2020 Garden Competition has brought with it another beautiful selection of gardens! From colourful pot plants to blossoming back gardens, it is wonderful to see what our customers make of their outside space. For those lucky enough to have a garden, the lovely weather during lockdown has given us the opportunity to spend more […]

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Jacqui has transformed her garden during the coronavirus lockdown period
Halton News

Jacqui develops a lockdown love affair for ga...

5th August 2020

With everybody staying at home during the lockdown, we looked at ways to occupy our time and with the weather being so favourable in March and April, many of us spent a lot of our time in any outside space we have. Jacqui, 50, who lives in Halebank, found a passion for gardening that she […]

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Halton News

New fleet of vans hits the road

30th July 2020

Our Homes Team has started to take delivery of a refreshed new van fleet. The first phase of the new fleet of Ford Transit vans have started to hit the road with delivery expected to be complete by mid-August for the standard vans. Our old fleet of vans reached the end of their life cycle […]

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Halton News

Funding support for cancer support group

21st July 2020

We have made a generous donation of £3,055.06 to Widnes & Runcorn Cancer Support Group through our Helping Hands initiative. The independent group provides emotional and psychological support for local people who have been affected by cancer. They offer a range of services which provide time, space and various interventions to alleviate the impact and […]

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Halton News

Halton Housing launches apprenticeship recrui...

17th July 2020

Applications for our new apprenticeships have now closed. Thank you to everyone who applied. The search is on to find quality apprentices. We are thrilled to announce four fantastic new apprenticeship opportunities at Halton Housing! As one of the borough’s largest employers, providing local employment and improving people’s lives, we place immense value in investing […]

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