Whether you're an existing registered user, or new to MyHaltonHome, we have answers to some of your most frequent questions.
Your Questions Answered
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Q: Who can register to use MyHaltonHome?
A. Currently, only tenancy holders can register on MyHaltonHome. This does not include shared ownership customers, leaseholders, or garage tenancies.
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Q: I am not a Halton Housing customer, can I use MyHaltonHome?
A: Unfortunately, as a non-customer, you’re unable register for MyHaltonHome. If you want to support friends or family who are a customer, you can register using their details to provide assistance to them.
Alternatively you can use other digital services such as Live Chat on our website (icon at the bottom right of the website).
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Q: I can’t log in to MyHaltonHome. What should I do?
A: If you have previously registered, is your username and password the same as when you have previously used it? If yes, your account may be locked out, so please reset your password.
If you're still having trouble despite resetting your password, please call our Customer Service Team for assistance on 0303 333 0101.
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Q: How do I reset my password?
A: On your account go to 'My Details' in the footer of the home screen.
In the bottom left, you will see a security icon and the option Change Password.
Click on 'Change Password' and you will be prompted to create a new password:
Save your new password and keep it safe as you will need this to log in in future.
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Q: I don’t know my Tenancy Reference Number
A: This is the 12-digit number on your rent statement, payment card or on some letters we send to you.
The number begins with TENxxxxxxxxx.
When you register for MyHaltonHome for the first time and you're asked for your Tenancy Reference Number to verify your identity, you must input in the TEN before the digits.
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Q: I cannot remember the email address I used to register
A: Please contact the Customer Services Team on 0303 333 0101 and a member of the MyHaltonHome team will be able to confirm your registered email address.
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Q: I still can't register after following all suggestions
A: Please contact us via our Live Chat service on our website, or by calling the Customer Service Team on 0303 333 0101.
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Q: What is a username?
A: You created a username when you registered to use MyHaltonHome. Write it down and keep it in a safe place.
If you regularly log on, most browsers will ask if you want to save your username so you don't have to input it each time you log in to your account.
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Q: I cannot report a repair on MyHaltonHome
A: You should be able to log a repair by tapping the large red 'Log a repair' button on the home screen which will direct you to our Active Repairs booking system.
If the link is not working for you, please call 0303 333 0101 and a member of the team will be in touch.
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Q: How do I change to my current address?
A: This needs to be amended by Halton Housing. Please contact us on talktous@haltonhousing.co.uk or call 0303 333 0101 and a member of the team will be in touch.
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Q: My password is not being recognised
A: Please reset your password by tapping 'Forgot your password?' on the signing in screen, and follow the steps.
If you are still having problems, then please contact us by calling 0303 333 0101 and a member of the team will be in touch to resolve this.