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Customer Engagement

Customer Engagement

Our Promise To You

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

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halton housings annual report 2018/19
Your Community

Annual Report 2018/19 Published

11th December 2019

We have now published our Annual Report for 2018/19. We want to make sure that we are accountable to our customers for how we spend their rent money and how well we perform. The report sets out our performance in a range of key areas, including how we keep our customers safe, how we provide […]

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halton housing colleagues completing CIH qualifications
Halton News

Colleagues celebrate completing CIH housing q...

5th December 2019

Colleagues at Halton Housing are celebrating after successfully completing a range of Chartered Institute of Housing (CIH) qualifications.  Eight colleagues completed level 3 CIH qualifications in Housing/Property Management following hard work and dedication over the past 18 months.   The CIH is the professional body for the housing sector. A registered charity with a Royal Charter, the Institute provides […]

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Your Community

Starter Tenancy Officer rescues dog featured ...

29th November 2019

Emma Bennett, a Starter Tenancy Officer here at Halton Housing has wonderfully rescued and adopted a neglected dog that was featured on Channel 5 series  ‘The Dog Rescuers with Alan Davies‘ aired earlier this week. Emma rescued Floyd the dog from one of our properties following an appalling case of neglect being discovered, where the dog […]

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Halton News

#FixTheHousingCrisis – 25-29 Nov 19

28th November 2019

This week, we are supporting the launch of the National Housing Federation’s (NHF) General Election campaign to #FixTheHousingCrisis. The campaign is all about the housing association sector calling on the next government, to work with us to fix the housing crisis for good, by placing housing associations as key partners, regardless of which party wins […]

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Halton Housing supporting Cheshire Police on there Operation Treacle
Halton News

Early morning warrant executed on Brentfield

28th November 2019

Our Anti-Social Behaviour and Tenancy Enforcement teams supported Cheshire Police in the early hours of yesterday morning (Wednesday 27th November) to execute a warrant at an address on Brentfield, Widnes. Over one hundred wraps of crack cocaine and heroin, along with cash, cannabis and a large knife were recovered. Two males were arrested; one of […]

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Halton News

Helping Hands provides funding to Halton Chil...

27th November 2019

Halton Housing’s Helping Hands initiative makes available funding, skills, materials and resources to community projects and groups which benefit the Borough. Through our Helping Hands initiative we have been able to provide funding of £1000 to support the 2019 Christmas Hamper Project which has taken place of the last 7 years, to help over 150 vulnerable families […]

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