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How to Use Halton Housing’s Digital Services

Who can register to use the Customer App or Web Portal?

Current tenancy holders can register to use the App or Web Portal. At the moment, this does not include shared ownership, leaseholders, or garage tenancies.

The app won’t let me report a repair, what should I do?

Firstly, check you’re using the most up to date version of the App. Tap the ‘News and Updates’ button within the app, if the ‘Update my app’ option is present then this will take you straight to the App Store to update. Alternatively, if the ‘News and Updates’ section is not on the app at all then you have a very old version of the app and will need to exit the app, go to the App Store or Google Play Store and update your app from this location.

I am not a Halton Housing customer, can I still register to use the Customer App or Portal?

Unfortunately, non-customers cannot register to use the customer app. If you’d like to support friends or family you can register using their details, with their permission, but you cannot register yourself. Alternatively, you can use one our other digital services, such as live chat which is available through our website, the Community App, TV Virgin channel 223 and through Games Consoles.

I’m not able to log in to the customer app or portal.

Firstly, check to see whether you’ve already registered – if you have, make sure you’re inputting the correct username and password. If you haven’t already registered, tap ‘Register’ at the bottom of the log on screen and follow the instructions.

How do I reset my password?

There is an option at the bottom of the log in screen to reset your password. You will need to input your date of birth and email address. You will then receive an email to the address originally used to register containing a new password that can be used to log in. Once logged in you can change your password to something more memorable.

What is a Username?

Your username is the email address you used to register. This email address needs to be correct to ensure you receive useful information, and you’ll need it if you ever need to reset your password.

I can’t remember the email address I used to register

If you can’t remember the email address you used to register your HHT customer account, please contact us through Live Char, which you can access from our website, or email digital.first@haltonhousing.org and a member of the Digital First team will be in touch.

I can’t register using my National Insurance number

The National Insurance field is case sensitive and needs to be inputted in capital letters. If you’re still struggling, you can use the option to register using your property reference number, which can be found on your rent statement or payment card.

I don’t know my property reference number

You can find the 12 digit number on your rent statement or payment card. If you do not have a payment card, you can request one using Live Chat on or website, through the community channel on Virgin channel 233, our Community App, or you can email: digital.first@haltonhousing.org

I still can’t register after following all suggested solutions.

If you’re unable to register, please contact us via Live Chat on our website, through our Community TV channel (233 on Virgin) or our Community app, and a member of the Digital First team will be in touch.

How do I pay my rent using the app?

You will need to go to the rent section of the app, this will take you to the Allpay website. You will need your payment card number to register. If you’re transferred through to Allpay’s website from the Customer App and there are issues, you will need to contact Allpay directly.

When I log in to the Customer App or Portal, my previous address is shown – how do I change this to my current address?

This needs to be amended by Halton Housing. Please contact us via Live Chat on our website, through the Community App or TV Virgin channel 233, to get this resolved and a member of the Digital First team will contact you to resolve this issue.

I have a garage query

This is not currently available on our customer app or web portal; however you can use Live Chat via our website, the Community App or TV Virgin Channel 233 to contact us.

My transactions are in the wrong order when I log in.

Please log out and log back in again. If the issue persists please contact us through Live Chat via our website, the Community App or TV Virgin Channel 233.

I’m a former customer, can I register to use the app to pay my arrears?

Unfortunately, you can’t register for the Customer App or Portal. However, you can register to use Allpay which is where our Customer App or Portal. However, you can register to use Allpay which is where our Customer App directs you to, to make any payments. You will require what was your payment card number.

Find out more about Halton Housing’s Customer App here. 

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.

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