Halton Housing is proud to be taking part in National Customer Service Week 2025, running from Monday 6th to Friday 10th October. This blog is part of our celebration, showcasing how we’re putting customers at the heart of everything we do—through better systems, stronger relationships, and more personalised service.

At the heart of everything we do is a simple truth: our customers are not just tenancies, rent accounts or case numbers—they're people with lives, families, and communities that depend on us. That's why implementing a CRM (Customer Relationship Management) solution wasn't really about the technology at all. It was about putting our customers genuinely at the centre of everything we do and improving the ways we work.

Seeing the Whole Person, Not Just the Issue

Every resident who contacts us has a story. Perhaps they've reported disrepair before. Maybe they're dealing with anti-social behaviour that's affecting their family's wellbeing. They might have an ongoing complaint that's causing real distress.

Before CRM, we often saw parts of that story—isolated incidents rather than the complete picture. Now, when a customer calls or uses our portal to report a leaking tap, we can see they also reported other issues last month which may help to deal with this contact quicker or at least provide us with some additional background information to influence how we act. We're not just responding to today's problem; our aim us to understand their experience as a whole and ensuring nothing gets overlooked.

This complete view means we can have more meaningful, empathetic conversations. Our customers don't have to repeat themselves or feel like they're starting from scratch each time they contact us. We remember them, we know their history, and we can respond accordingly.

Giving Customers Control and Transparency

One of the things we heard a lot from customers was frustration about not knowing what was happening with their cases. "I've reported this three times—what's being done about it?" It's a fair challenge, and we always strive to be better.

Our customer portal, fully integrated into our CRM system, has changed this entirely. Customers can now log into their own space and see exactly where their repair request is, what stage their complaint has reached, or how their ASB report is being handled. They're no longer left wondering—they're kept always informed in the process.

For customers who prefer phone contact, our integrated telephone system means they're speaking to someone who already knows who they are as soon as the call is answered and easily see any pre-existing contacts.  That immediate recognition and context can help to make customers feel valued rather than just another number in the queue.

Faster, More Personal Responses

When someone reports a serious issue like disrepair affecting their health, or anti-social behaviour impacting their safety, time matters enormously. CRM ensures these cases are flagged appropriately, routed to the right people automatically, and tracked meticulously until they're resolved.

But speed isn't everything—customers also need to feel heard and understood. Our system allows colleagues to add detailed notes about conversations, record specific resident preferences (like preferred contact times or communication methods), and flag vulnerabilities that require sensitive handling. This means every interaction can be focused on the needs of the customer and to ensure they are kept informed.

Building Trust Through Consistency

We know one of the things that customers value is consistency when we deal with their matter. Whether they speak to someone in our contact centre, meet with a neighbourhood officer, or communicate via the portal, everyone has access to the same information. Customers aren't passed between departments or asked to explain their situation repeatedly. They experience one seamless service, regardless of how they choose to engage with us.

This consistency builds trust. When customers see that we're keeping track of commitments, following up as promised, and treating each case with appropriate seriousness, they feel confident that we're genuinely working in their interests.

More Than a System—A Commitment

CRM has given us powerful tools, but tools are only valuable when they serve a purpose. For us, that purpose is crystal clear: ensuring every customer feels respected, informed, and supported.

We're not just managing properties; we're serving communities. We're not just processing cases; we're helping people live with dignity, with peace of mind, and safely in their homes. That's what true customer relationship management means in social housing, and it's what drives us every single day.