We know that you’ll have questions about your change of landlord to Halton Housing, what you can expect from us and what you might need to do.
We’ve tried to answer any questions you have below, but if we’ve missed anything please just email communications@haltonhousing.co.uk and we will get back to you as quickly as possible.
There are several ways to get in touch. You will soon have access to MyHaltonHome - an online account where you can find useful information, report repairs and other issues, and check your rent balance. You can also call 0303 333 0101 (9am – 5pm for general enquiries, or 24 hours a day, seven days a week for emergency repairs).
Always try our 0303 number in the first instance, but if you have a specific enquiry relating to your tenancy, you can also contact Wendy Magee your Neighbourhood Officer.
Your new Neighbourhood Officer Wendy Magee, will visit everyone from mid September, and will contact you to confirm a convenient time for the visit. She will introduce you to Halton Housing and our services, discuss your tenancy and options, and any other support you may need.
We are currently setting up your tenancy on our CRM (Customer Relationship Management) system and will be transferring all your information in preparation for 21st September. Your tenancy reference number will be shared with you soon so that you have what you need to manage your tenancy.
We don't plan on moving everyone over to an HH tenancy immediately however, if you would like to sign your new Tenancy Agreement sooner than the date that your Sage TA expires, please contact Wendy.
In the first 12 months, we will visit all properties as quickly as we possibly can. If you have any concerns around safeguarding or Domestic Abuse, please call our Customer Support Hub – 0303 333 0101.
Once you have set up your account on MyHaltonHome, you can report any ASB through that portal. Alternatively, you can call our Customer Support Hub, 0303 333 0101 or your Neighbourhood Officer, Wendy.
No. The total rent you pay will not be changing when your tenancy transfers to us. Our rents are reviewed each year in April and we will write to you in advance to tell you what your new charges will be for the financial year.
You can check your rent account by visiting our website (www.haltonhousing.co.uk) and signing in to your MyHaltonHome account. Details explaining how to register will be shared soon. Alternatively, call 0303 333 0101.
Yes, but what you need to do will depend on how you pay your rent. You will receive a customer payment card that shows your tenancy reference that you need to use if you pay by standing order or by debit card payment. We will contact you about your payments and tell you what you need to do to change your details.
Unfortunately, it is not possible to automatically transfer your direct debit from Sage Homes to Halton Housing. A new Direct Debit arrangement will need to be set up. We will be in touch with all customers in plenty of time after their last Direct Debit payment to Sage Homes, to support you in setting up a new Direct Debit to Halton Housing.
You can pay your rent online via MyHaltonHome or you can contact us on 0303 333 0101 and use our automated payment line. You will need your tenancy reference number to do this which will be on your customer payment card.
No. The change does not change any existing debt. If you are struggling to pay, our Welfare, Benefits and Money Advice team can support you to find a way to clear your existing arrears and make future payments more manageable.
If you already have an agreement in place for paying your rent arrears we will honour this and set up your payments to cover your rent plus any agreement towards arrears.
On the date that your tenancy transfers to Halton Housing you will need to log into your Universal Credit journal to report a change in circumstances; that you have had a change of landlord and that your rent has remained the same. We will then be able to verify your housing costs with Universal Credit and request an Alternative Payment Arrangement (APA) where one already exists with Sage Homes.
There are several ways you can report a repair.
Non-urgent repair requests can be made via your 'MyHaltonHome’ account, or over the telephone. If you feel you need an immediate emergency response, please call our customer services team on 0303 333 0101, our emergency line is open 24 hours a day, 7 days a week. Non-urgent repairs made via the portal will be responded to within 3 working days.
For all gas and heating repairs, please contact Sureserve directly rather than Halton Housing on 0151 728 5700 or SCNW.HaltonH@sureserve.co.uk. (This includes reporting problems with your boiler, heating or hot water). Sureserve will contact you directly when your annual gas service is due, to arrange an appointment.
An emergency repair which could cause an immediate health hazard or danger to you or your neighbours, or could cause significate damage to your home should be reported as soon as you can any time during the day or night by calling on 0303 333 0101.
If you smell gas, you need to contact National Grid on 0800 111 999 immediately. In the event of a fire, call 999.
As your home is relatively new, we do not currently anticipate significant investment work being required in the immediate future. We will review the property information and survey data provided to us as part of the transfer.
Where we need further or updated information, we may arrange a home condition survey. This will help us make sure our records are accurate, understand the condition of your home and plan any future investment that may be required.
If any planned investment work is identified for your home, we will contact you directly with details of the work and when it is expected to take place.
If you have any questions that have not been answered in the information above, please just email us via the 'Get in Touch' button and we will get back to you as quickly as possible.