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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
Barkla Fields Arts and Craft group
Halton News

New self-sustaining arts and craft group set ...

19th June 2019

A new arts and craft group has been formed in Widnes with the aim of becoming self-sustaining by selling the items it makes.   Residents at Barkla Fields, one of Halton Housing’s extra care schemes in Widnes, have been busy getting creative and crafty in a new arts and crafts group.  Set up thanks to support and funding from Halton Housing, the new group have […]

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Volunteers Week 2019
Halton News

Celebrating Volunteers’ Week 2019

4th June 2019

This week is Volunteers’ Week (1-7 June) – a week to celebrate and say thank you for the fantastic contribution millions of volunteers make across the UK. We would like to use the week to say a massive thank you to all of our customers who volunteer their time at Halton Housing and the contribution […]

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halton housing is supporting sew halton
Halton News

Textile and craft social enterprise sewing it...

30th May 2019

A textile craft and up-cycling social enterprise based in Runcorn is sewing its way to success after being awarded funding from Halton Housing. Sew Halton, a social enterprise that uses sewing, textile craft and up-cycling as a platform to build skills, reduce isolation and improve well-being, has been awarded over £800 from Halton Housing’s Helping […]

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Halton News

Residents reminisce for Dementia Action Week...

30th May 2019

Halton residents have been attending afternoon tea sessions to mark Dementia Action Week 2019 at Halton Housing’s independent living schemes, Naughton Fields and Barkla Fields.     Dementia Action Week unites individuals, workplaces and the wider community to take action by initiating conversations to understand the condition and to improve the lives of people living with dementia.    Over 90 people attended, […]

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Show Home at Bower Brook Gardens
Developments

Show Home launch at Bower Brook Gardens Phase...

22nd May 2019

On Saturday 15th June Open Door are set to open the doors to the Show Home at Bower Brook Gardens Phase 2 for the official launch event. The launch event will take place between 10.30am until 3pm on Saturday 15th June.   Open Door are inviting anybody who is interested in buying a home for sale at Bower […]

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Halton Housing's customer engagement team, with some of the founding members of The Wonky Garden and members of WHH Charity and staff from the unit at Halton Hospital.
Halton News

Halton Housing supports WHH Charity and The W...

13th May 2019

Halton Housing has given a helping hand to The Wonky Garden who are presently supporting Warrington and Halton Hospitals Charity (WHH Charity) to take their rehab garden at Halton Hospital to the next level. The garden, which is situated outside Halton Hospitals Cardiac Rehab Unit, is set to be transformed, following a successful application for […]

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