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Help & Support
My Tenancy

Enquiries, Compliments & Complaints

We aim to deliver quality and excellence across all of the services we provide. We are continually looking at ways to improve these services. A vital part of making sure our services meet your requirements is through listening to what you think. As such we welcome your views and comments – whether positive or negative.

Your feedback will help us to improve and provide better services.

Formal Enquiries

These are formal requests from a customer for information about the progress of a particular issue, case or application via local MP’s Councillors, Board Members or someone you have asked to act on your behalf.

General Enquiries

These are classed as a first request for service and in most cases, will be forwarded to the relevant department.


No organisation is perfect, and we realise that some things can go wrong. We see complaints as a positive way for us to learn and put steps in place to improve the quality of our services. A complaint is where any part of our service has not met a customer’s needs or expectations, or where these have fallen below our stated service standards.


Everyone likes to receive compliments and we’re no exception. If you like something we have done or are pleased with the service you have received, we would really like to know about it. We will make sure your comments on a particular individual or teams’ performance is fed back to them.

How do I make an enquiry or complaint or pass on a compliment?

You can:

  • Download the Customer App to your smart phone
  • Email us at:
  • Write to us at PO Box 631
  • Telephone 0303 333 0101 (prices dependent upon provider)

What can I complain about?

You can make a complaint if you think we or someone working for us has:

  • Done something wrong
  • Not done something they should have done
  • Not delivered a service within the time promised
  • Not followed the correct policy or procedure

If you are reporting a problem for the first time, for example, a repair in your home, we will treat this as a request for a service. We will not deal with this as a complaint. In the case of a day-to-day issue, we will normally deal with this outside of the main complaints process.

How will you deal with my complaint?

Any complaints received by Halton Housing are acknowledged and dealt with as quickly as possible. After this initial contact, your complaint will be passed to a relevant officer. For all complaints, you will receive a response within 20 working days. We would also ask you to tell us your preferred way of dealing with the complaint.

However, if the issues raised are more complicated we may take longer to provide a full response. Whenever this is the case, an anticipated date for the full response will be given. At any time during the complaint, you can nominate an advocate to act on your behalf. For further details on the complaints procedure, please contact us on 0303 333 0101 or via any of the contact methods on our website.

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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New lease of life for white and electrical go...

29th November 2018

Halton Housing has established a partnership with recycling charity, CREATE UK to recycle white and electrical goods left in void properties. CREATE, based in Liverpool, provides solutions to  councils, retailers and housing associations for the disposal of all their end of life white goods and other electrical appliances. CREATE will collect white and electrical goods […]

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Halton Housing’s Barkla Fields development was bolstered on Tuesday 20th November with the completion and handover of four additional bungalows. Located on Dundalk Road, the four adapted bungalows built by D.J Hughes Construction Ltd are the final addition to the hugely popular £6million luxury extra care development which was opened in April 2016. Classed as […]

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Future of Work Session
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Halton Housing to open the door to its innova...

19th November 2018

Halton Housing is hosting a session to provide insight into its innovative and forward-thinking culture. The “Future of Work Taster Session” will offer attendees the opportunity to hear first-hand how Halton Housing transformed the way its colleagues work and deliver services to its customers. Halton Housing has delivered significant savings at the same time as […]

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Nick Atkin Halton Housing Group Chief Executive
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Nick Atkin to leave Halton Housing in 2019

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Halton Housing has announced that Nick Atkin will be leaving the organisation in 2019. Nick has been successful in securing a new role as Chief Executive at Yorkshire Housing. Ingrid Fife, Group Board Chair said “I’m sad that we will be losing our talented Group Chief Executive, but also delighted for Nick that he has […]

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