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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!

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Stay up to date with all the latest Halton Housing news here

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