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
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 […]

find out more
Tannery Fields Show Home Launch Event
Uncategorized

Open Door Set to Launch Tannery Fields Show H...

9th May 2019

Open Door, the commercial subsidiary of Halton Housing are excited to launch their brand-new, furnished show home at Tannery Fields. Tannery Fields is the new build housing development located on Picow Farm Road, Runcorn, Cheshire.   The show home will officially launch on Saturday 25th May from 10.30am – 3pm. The Open Door Team are launching the show home on […]

find out more
HOPE SHOP Widnes
Halton News

Thriving Facebook support group sets up shop

8th May 2019

Halton Housing has gifted a shop on a peppercorn rent to a thriving community support group. Helping Ordinary People Everyday (HOPE), which originally started as a Facebook group, was set up to help those in need through generous donations to make a difference to members of the Halton community. Thanks to the ongoing work of […]

find out more
OD3 halton housing strategy
Halton News

Halton Housing launches OD3, its corporate st...

7th May 2019

Halton Housing is excited to announce the launch of its corporate strategy for 2019-22, ‘Our Direction 3 (OD3)’, setting out its ambitions to continue to be innovative and a market leader in all that it does.  OD3 takes the form of an easy to read infographic and explains what Halton Housing does, where it’s heading, how it will achieve its ambitions, and how success will be measured. OD3 also highlights achievements made over the last five […]

find out more
Bower Brook Gardens Phase 2
Developments

Bower Brook Gardens Phase 2 Widnes developmen...

24th April 2019

New Homes For Sale in Widnes Listed Bower Brook Gardens Phase 2 is the second stage of Halton Housing’s popular Tan House Lane development in Widnes. The first phase of the development, which was completed in summer 2018 comprised of Shared Ownership, affordable rent and properties for market sale through Halton Housing’s build partner, Russell […]

find out more
Liz Haworth
Halton News

Halton Housing announces new Group Chief Exec...

23rd April 2019

Halton Housing has announced that Liz Haworth will be joining the organisation as their new Group Chief Executive. Ingrid Fife, Group Board Chair said “I’m delighted that Liz will be joining us to lead our talented team to take the organisation forwards. Liz brings a wealth of experience in service transformation, people leadership and performance […]

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

Close

Halton Housing has received reports from customers that bogus callers are targeting our neighbourhoods in Widnes and Runcorn. Any visits to your home by Halton Housing will be pre-arranged with you. All of our staff carry photographic identification badges. Each badge has the Halton Housing logo and the staff member’s name. If you are ever in doubt – please call us on 0303 333 0101.