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Complaints and feedback

Our complaints process

We don’t get everything right. Sometimes, we must hold up our hands and say despite our best efforts, we got it wrong. When our service falls short of what you expect, it’s important you tell us, so that we can put things right and learn from the experience and improve our service moving forward.

To do this we have a formal complaints process (outlined below) to make sure we deal with complaints quickly and fairly. 

How to leave a compliment or make a complaint

The best way to leave a compliment or make a complaint is to complete our form. Please include as much information as possible to help us deal with your request.

If you are customer, please log in to your MyHaltonHome account and tap 'log a complaint' on the home page. 

If you are not a customer, please use the link to the form below. 

  • If you are having problems with your neighbour or another resident living in your neighbourhood, please go to Anti Social Behaviour.
  • If you are wanting us to review a decision about your housing application, please go to Find a Home, for more information.
  • For anything else please use one of the following options below. 

Non-Customer Complaints Form

Please use our form to make a complaint and give feedback. We will acknowledge your request within five working days. 

Complete form

Customer Complaints

Please log your complaint via your account in MyHaltonHome.  

Go to MyHaltonHome account

Leave a Compliment

We’re always pleased to know when we've done a good job – whether it’s a service delivered well, or one of our colleagues has gone the extra mile or done a great job – we love to hear about it.

If you're not a customer, and you’d like to leave a compliment, or some positive feedback, please click on the button below.

Complete form

In person

Visit Waterfront Point by speaking with a member of our customer services team. We’re open 9am–5pm, Monday to Friday (excluding bank holidays).

Find out more

By phone

Call us on 0303 333 0101. We’re open 9am–5pm, Monday to Friday (excluding bank holidays). 

Please note our busiest times below, if you call during these times you may experience a short delay.  If your call is not urgent, please call us during our phones lines are less busy and we will be able to answer your call quicker.  

Our busiest times 

  • Monday is always our busiest day
  • Each morning between 9am and 11am can also be busy

Our quietest times

  • Any day after 11am
  • Thursdays and Fridays are usually the quietest days

Note: you can still use the same number outside of these hours to access our 24 hour out of hours service.

Call us
Complaints process

What happens next?

We want to resolve your issue as quickly as possible and where appropriate we will work with you to provide a response or to put it right first time.  

All complaints and concerns are treat in confidence. We will acknowledge your request within five working days and will set out our understanding of the complaint and the outcome you are seeking.

If we are unable to resolve your issue informally, it will go into the following formal two-stage procedure: 

Stage 1: Investigation

At the investigation stage, we will contact you to discuss your complaint and get a clear understanding of how you would like us to put things right.
 
Once we understand this, we will complete investigations internally and will then contact you with our response including any actions within 10 working days.

If after the investigation stage you are still unhappy, you can ask for your complaint to be reviewed. Your request should be made within 20 working days of the investigation response being sent.

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Stage 2: Review

At this stage, an appeal hearing will be arranged with two senior managers. One senior manager from outside the complaint service area and one from within the complaint service area.  The role of the panel is to review the response provided at the investigation stage and determine whether it is reasonable. You will receive a written reply following the panel within 20 working days.

 

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Contacting the Housing Ombudsman

You can contact the Housing Ombudsman Service throughout the complaints process, not only when the process is exhausted, but as the opportunity to engage with the Ombudsman’s dispute support advisors for impartial advice.

Housing Ombudsman Service PO Box 1484, Unit D, Preston, PR2 0ET.  

Tel: 0300 111 3000 (lines are open Monday to Friday, 9am to 5pm, but closed every Thursday from 3.30pm-5pm for staff training) 

Email: info@housing-ombudsman.org.uk 

Website: www.housing-ombudsman.org.uk

Find out more

Housing Ombudsman Self-Assessment

The Housing Ombudsman has published a new Complaint Handling Code, setting out good practice that will allow landlords to respond to complaints effectively and fairly. 

The Code will act as a guide for residents setting out what they can and should expect from their landlord when they complain.  

The Housing Ombudsman Scheme can be found here. 

Halton Housing is required to self-assess against the Code and publish the results.  You can download your copy of the Halton Housing Ombudsman Self-Assessment here 

Complaints Performance Report

It is important that we understand how are performing when it comes to customer complaints.

The number of complaints that we receive is a good indicator of how well our services are performing from a customer’s point of view. They provide us with opportunities to understand what has gone wrong and to take action quickly to put things right and to learn from complaints to improve our services in the future.

Read our Customer Complaints Performance Report (2023-24) below.

Read here

Learning from complaints

We know sometimes things go wrong and we don't always get it right. We want to learn from complaints we receive so we can continually improve.  

Find out more

Make Things Right: Social housing complaints campaign

We're supporting the UK government's ‘Make Things Right’ campaign, to raise greater awareness amongst social housing residents of how they can make a complaint.

Find out more