Search the Halton Housing Website

Can’t find what you’re 
looking for?

Filter your search results by visiting our help and support page.

Help & Support
My Tenancy
Menu
complaints - customer service

Enquiries, Compliments & Complaints

Halton Housing is committed to continually improving the services we provide to Customers.  We therefore welcome any views or feedback on service delivery, whether good or bad.

Enquiries, complaints, and compliments are a valuable source of feedback, which helps Halton Housing to improve and provide better services.

The process of registering an enquiry, complaint or compliment is collectively referred to as ‘Talk to Us’.

Policy Statement

Halton Housing has developed a Talk To Us Procedure and Leaflet to support this policy which is designed to be accessible, fair to customers and easy to understand.

In implementing this Policy, we will have due regard to any relevant regulatory standards, as well as its own policies on Diversity and Customer Care.

Our Standards

When you talk to us we promise we will:

  • Keep you informed at all stages we will agree how you want to be contacted.
  • Aim to resolve your complaint as effectively as possible
  • Provide you with a clear explanation of how your complaint will be dealt with
  • Keep to the set timescales as outlined in the procedure
  • Ensure the complaint is dealt with in accordance with the Protection & Retention Policy

General Enquiries

General enquiries and comments are defined as:

Customers requesting a service for the first time or requesting general information. General enquiries are not formal enquiries or complaints, and are often commonly referred to as ‘first requests for service’

Formal Enquiries

Formal enquiries are defined as:

Enquiries received from local MP’s, Elected Members, Board Members or independent 3rd party advocates.  Customers who wish to make a formal enquiry about any aspect of Halton Housing services will have made contact via one of these routes.

Informal Complaints

Informal complaints are defined as:

Expressions of minor dissatisfaction or minor failure in service which can be quickly rectified.  Informal complaints either do not warrant a full investigation or the customer specifically states they do not wish to take the matter any further through the complaints procedure.  When you complain to us we will try to resolve the problem when we first contact you and agree with what happen next, and this should happen within 5 days of you contacting us.

Formal Complaints

Formal complaints are defined as:

Failure in service which warrants an investigation or when customers specifically state they wish to log a formal complaint. Formal complaints have 2 stages which are detailed in the Talk to Us Procedure.

If the customer believes that their complaint has not been fully investigated and resolved, they have the right to request to proceed to stage 2 of the process. The customer must clearly state what part of the Stage 1 response letter is being challenged and why. The Stage 2 request must be made within 20 working days of the Stage 1 response letter being sent to the customer.

If after exhausting our complaints procedure a customer feels we have not fully investigated or resolved their complaint in full, they have the right to complain to a Designated Person (as defined in the Localism Act 2011), or directly to the Housing Ombudsman Service.

Designated Persons were introduced as part of the 2011 Localism Act.  They can be a MP, local Councillor or recognised Tenants Panel.

Following Customer consultation, Halton Housing has not formed a Tenants Panel in a Designated Person capacity.  Halton Housing Customers can use any local MP or Councillor as a Designated Person, should they wish to.  More details of the role of a Designated Persons can be found on the Housing Ombudsman website http://www.housing-ombudsman.org.uk/

If Customers prefer not to use a Designated Person, and instead wish to refer their complaint directly to the Housing Ombudsman, they can do so providing it is done at least 8 weeks from the end of the complaint process and a maximum of 6 months of receiving the final decision from Halton Housing.

Halton Housing Chief Executive will be informed of any customers who have indicated that they are intending to, or have, approached the Housing Ombudsman Service (HOS).

Continuous Improvement

In order to continually improve our services, learning outcomes will be sought after each complaint is closed.

Customer Satisfaction will be sought via telephone or postal survey for all closed complaints. Satisfaction is conducted on the complaint process rather than the complaint outcome.

Complaint performance will be closely monitored, and shared with respective service areas, and the Halton Housings Leadership Team.

Performance will be measured on Covalent Balance Scorecard Indicators and high level performance indicators will be taken to Customer Forum bi-monthly.

Regulatory and/or Legal Compliance

This policy complies with the Homes and Communities Agency (HCA) ‘Tenant Involvement and Empowerment Standard’ which states 

“Registered providers shall…. have an approach to complaints that is clear, simple and accessible that ensures that complaints are resolved promptly, politely and fairly”.

 Halton Housing will continue to be mindful of and look to comply with the requirements of this and any other related standard as it implements this Policy.

Diversity Considerations

An Equality Impact Assessment has been carried out on the Talk to Us Policy, Procedure and Leaflet. It concluded that:

  • The Policy is not directly or indirectly discriminatory

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
Together With Tenants
Important Tenant Updates

Together With Tenants

12th March 2019

We want your feedback! The National Housing Federation is a membership body for housing associations in England. The National Housing Federation (also known as NHF) association members collectively provide two and a half million homes for more than 6 million people. By working with its association members, the NHF have put together a draft plan […]

find out more
Halton Housing and chairman and treasurer of Hough Green Allotment Association
Halton News

Hough Green allotment set to flourish

21st February 2019

Hough Green Allotment Association is set to flourish after being awarded over £900 in funding following a successful application to Halton Housing’s Helping Hands initiative. The association, who work the allotments located off Birtley Court in Hough Green, Widnes, plan to use the money to fund improvements to their new multi-function cabin installed last year. […]

find out more
Informetis sensor
Halton News

Halton Housing to trial latest technology in ...

22nd January 2019

Halton Housing is working with Artificial Intelligence (AI) and smart energy focused start-up, Informetis, to trial a new method of ensuring its elderly and vulnerable customers are safe and well based, on data gathered from electrical appliance usage within their home. Informetis is a spin-out from what was previously Sony Corporation’s R&D Energy Division. Its […]

find out more
Waterfront Point
Halton News

Innovative Halton Housing HQ scoops top inter...

17th December 2018

Waterfront Point, the home of Halton Housing has been awarded a top interior design accolade at the industry’s most prestigious award ceremony. Waterfront Point scooped the “Small Commercial Interiors Project of The Year” prize at the Mixology North Awards in Manchester, earlier this month. Mixology North Awards is the most prestigious and highly anticipated award […]

find out more
Halton Housing
Halton News

Halton Housing appoint new Chief Operating Of...

30th November 2018

Halton Housing have announced that they have appointed Nicole Kershaw to the post of Chief Operating Officer. Nicole joined Halton Housing on an interim basis back in June 2018 to assist the organisation with a service review. Since joining the Cheshire based housing association, Nicole has become a key figure in leading the approach to […]

find out more
CREATE’S Operations Director, Greg Walker OBE with Halton Housing’s Corporate Social Responsibility Officer, Cheryl McCabe at the charities warehouse in Liverpool.
Halton News

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 […]

find out more

Sign Up For Regular Updates

Would you like to receive news and updates straight to your inbox? Tell us your email address and areas you are interested in, and we will send you relevant updates

alert align-leftanti_socialinfo-Asset 3 arrow_down_thicker_no_fillarrow_down_white arrow_down_whitearrow_downarrow_leftarrow_rightarrow_up_accordion article Untitled-1info-Asset 4 tenancycalendarcameracard clockcollaborationcomputerAsset 4 cross_arrows crosscurves down_arrowdownload-2duohouseAsset 2figured_arrowsUntitled-2flaggradient_briefcase info-Asset 5 helphh Untitled-2Untitled-3house_helpicon_additional_incomeicon_alcoholicon_benefitsicon_bettingicon_car_insuranceicon_child_benefitsicon_childcareAsset 1 icon_clothingicon_council_taxAsset 4 icon_electricityicon_gasicon_groceryicon_gymAsset 5 icon_home_insuranceicon_iAsset 3 icon_petrolAsset 1 icon_renticon_takeawaysicon_total_incomeicon_travel_feesicon_tvWage after Taxicon_waterkey_features keyholderleft_arrowinfo-Asset 5 live_chatUntitled-3 megaphonemessagemouse new_homes pause Page 1Created with Sketch. pen info-Asset 9 percentagepersontickpet_iconinfo-Asset 6 plant_iconplay Asset 2 info-Asset 7 property_overview qualright_arrow_whiteright_arrowsearch Untitled-3slider_next slider_prev smileyFacebook Google Plus Instagram social_linkedin Pinterest Twitter YouTube socialUntitled-3square_triangle Untitled-3info-Asset 8 triangle-left Untitled-2 wifi-glyph-24