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Customer Engagement

What we do

On this page you will find information on who our Customer Engagement Team are what what they do.

What will we do?

  • We will provide information about the services we provide and how we are performing
  • We will provide resources, expenses and professional support to enable customers to participate
  • We will work with customers and community groups to find solutions to local problems enabling and supporting them to achieve their aims
  • We will adopt different communication methods for different age groups to reflect the feedback from the market research project

How will this be achieved?

  • We will produce an annual report which will be shared with customers via the Our Performance page
  • Provide a varied number of ways for customers to get involved and have their say. These include surveys, street representatives, focus groups and Tenant and Resident Associations
  • We will assist with transport / mileage costs and provide a carers / childcare allowance for attendance at Customer Forum meetings
  • We will provide an annual training programme
  • We will provide starter, annual and development grants for tenant and resident associations

Monitoring our Customer Engagement Service and the Local Offer

So that you can see how we are doing, we will monitor and report performance on:

  • The percentage of customers satisfied with our service
  • The percentage of customers who are satisfied that their views are taken into account
  • The number and nature of complaints received
  • The number and outcomes of the Leaseholder Surgeries meetings

Our performance on the above will monitored by the Customer Forum and reported to all customers annually in the customer newsletter.

Also:

  • Our Customer Scrutiny Panel will track our progress and identify any concerns over the standard of service and undertake detailed inspections to improve the service
  • Our Customer Inspectors will carry out checks and mystery shopping to ensure we are meeting local standards

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.

Related Help & Support Articles

Find helpful articles on finding your next home with Halton Housing, and how to apply for a home here.

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Latest News

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

Read More News
Halton News

Govern our future: Could you be our new Board...

30th March 2020

We’re looking for a new Board Member to help oversee the delivery of our ambitious plans. To complement our existing high performing team to support delivery of our future plans, in line with our commitment to refresh our Board on a regular basis, an opportunity has arisen for a new Board member to join us. […]

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Halton News

Social Distancing – Are you doing it?

30th March 2020

We know that many of our customers are already actively following the government’s guidelines around social distancing during the Coronavirus outbreak.  However, as a responsible landlord, we must reinforce the message and urge all our customers to stay at home and away from others, as per the government’s rules on social distancing. We have received a significant number of calls from customers informing us that they are seeing people breaking social distancing rules. Whilst we as an organisation have […]

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Halton News

Reach magazine is back!

16th March 2020

We’re delighted to bring you the first edition of our new-look Reach magazine. Reach is a great way for you to find out more about what we have been up to in your community so you can see how we are fulfilling our vision of “improving people’s lives”. The magazine will be distributed to all […]

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corona virus
Halton News

Information for customers about Coronavirus (...

11th March 2020

Update: 31 March 2020 Services Update: We’ve summarised the status of our services in a handy graphic which we will update regularly. Frequently Asked Questions: Don’t forget, our Coronavirus FAQs are being updated daily, so be sure to have a look for the very latest information and advice. Coronavirus related scams We are aware of several Coronavirus […]

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colleagues from our customer team have completed CIH qualifications
Halton News

Four colleagues on another level altogether

18th February 2020

Four colleagues from our Customer Team are celebrating after completing their Chartered Institute of Housing (CIH) level 4 qualification.   The CIH is the professional body for the housing sector. A registered charity with a Royal Charter, the Institute provides opportunities for learning and improving, and champions housing in order to influence and improve housing policy and practice.   Senior […]

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Halton Housing Customer Engagement Team with Keiron Gordon of Keep Widnes Tidy
Halton News

Funding boost for ‘Keep Widnes Tidy’

14th February 2020

We have provided a funding boost for ‘Keep Widnes Tidy’, a voluntary litter picking group in Widnes. The new funding from our Helping Hands initiative will enable the group to purchase new equipment, allowing more people to get involved in its activities.  The Helping Hands initiative makes available funding, skills, materials and resources to community projects and groups which benefit the Borough.  Keep Widnes Tidy […]

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