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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

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Halton News

Have your say on how social housing is alloca...

20th November 2020

Property Pool Plus, the system used to match people with social housing in Halton and the Liverpool City Region has begun a consultation, on how social housing is allocated and are asking tenants and future tenants, residents, landlords and housing associations to have their say. Social housing is allocated through several different ways – considering a […]

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Halton News

Housing Regulator reaffirms top G1/V1 rating ...

18th November 2020

We have retained our top G1/V1 governance and viability rating from the Regulator of Social Housing. The rating, which is the highest possible by the Regulator, shows our ability to meet financial obligations, have an effective governance framework and clearly demonstrate Value for Money. Commenting on retaining the status, Halton Housing Group Chief Executive Liz […]

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Halton News

Three Sails Point coming soon to Widnes

17th November 2020

A partnership between Wirral based Magenta Living and Halton Housing will bring much-needed affordable residential housing to Widnes. Three Sails Point is located near to all the new, exciting amenities, including local leisure and commercial facilities, making this an ideal location near to the waterfront. Three Sails Point on Carter House Way, Widnes will provide […]

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Halton News

Halton Housing supports National Safeguarding...

16th November 2020

This week we are proud to be supporting National Safeguarding Adults Week (16th – 22nd November). Safeguarding is the term we use for how we will keep the most vulnerable people in our communities safe from harm. Research by Action on Elder Abuse suggests that as many as one in eleven older people in the […]

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Halton News

Halton Housing becomes an early adopter of th...

13th November 2020

A total of 70 banks, investors and housing providers including Halton Housing have become early adopters of an industry-led sustainability reporting standard designed to unlock institutional investment to help tackle the UK’s deepening housing crisis. The working group was set up in 2019 in response to concerns ESG investment was being inhibited by the absence […]

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Halton News

Help us celebrate our 15th Anniversary

13th November 2020

Saturday 5th December marks the 15th anniversary of Halton Housing, when 5,500 homes were transferred from Halton Borough Council to Halton Housing Trust as we were known then.  Milestones like these make us reflect on what we’ve achieved and how things have changed since the early days and we’ve certainly come a long way since 2005!.   […]

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