FAQs

Your Questions Answered

Whether you're an existing registered user, or new to MyHaltonHome, we have answers to some of your most frequent questions. 

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Q: Who can register to use the Customer App or MyHaltonHome?

A. Currently only tenancy holders can register on MyHaltonHome or the app. This does not include shared ownership, 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 or app. 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 www.haltonhousing.co.uk, or via our Halton Housing App.

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Q: I can’t log in to MyHaltonHome or the Halton Housing App

A: If you have 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.

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Q: How do I reset my password?

A: There is an option at the bottom of the log-in screen to reset your password. You will need to input your date of birth and your postcode. You will receive an email to the address originally used to register, containing a new password that can be used to log in.  Once logged in, you can then change your password to something more memorable. If you have never previously registered, then select 'Register' and the bottom of the log on screen and follow the instructions.

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Q: I don’t know my property reference number

A: This is the 12-digit number on your rent statement or payment card.

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Q: I cannot register using my National Insurance (NI) number

A: Registering using your NI number is case sensitive and needs to be inputted in capital letters. Alternatively you can use the option to register using a property reference number which can be found on your rent statement or payment card.

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Q: I cannot remember the email address I used to register

A: Please contact us and a member of the MyHaltonHome team will be in touch.

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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, by sending an email to: talktous@haltonhousing.co.uk or calling 0303 333 0101 and a member of the team will be in touch. 

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Q: What is a username?

A: Your Username is your email address you used to register. This email address needs to be correct in order to receive useful information and incase you ever need to reset your password.

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Q: I don’t have a payment card 

A: You can request a payment card using Live chat or by sending an email to: talktous@haltonhousing.co.uk or calling 0303 333 0101.

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Q: The app will not let me report a repair

A: Do you have the most up to date version of our app? It is important to regularly update your apps. If when you click on the 'news and updates' button within the app, the 'update my app' option is present; then this will take you straight to the App Store to update. Alternatively if the 'news and updates' section is not on the app at all, then you have a very old version of the app and will need to exit the app and go to the App Store/google play store and update your app from there.

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Q: My app is up-to-date and won’t let me report a repair 

A: 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: I cannot report a repair on MyHaltonHome

A: Please either email talktous@haltonhousing.co.uk or call 0303 333 0101 and a member of the team will be in touch.

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Q: I don’t know my payment card number 

A: You can find your payment card reference number in the 'Pay My Rent' Tab within the Rent Section or on your Rent

 

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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: Transactions are in the wrong order when I log in

A: Please log out and log back in again.  If issue still persists please contact us at talktous@haltonhousing.co.uk or call 0303 333 0101 and a member of the team will be in touch.

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Q: Transactions only appear until a certain date

A: Please press 'Load More History' to see further transactions.

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Q: I have a Garage Query 

A: This is not currently available on our app or MyHaltonHome; however you can 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: I’m a former customer – can I register to use the app to pay

A: No unfortunately you cannot register for the customer app or portal.  However, you can register to use Allpay which is where our customer app directs you to make any payments. You will require what was your payment card number. If the former has no payment card to order a new one.

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Q: I’m trying to update the app on android but there’s no room?

This is an issue we are currently experiencing with Android and are working to resolve this. In the meantime, you can visit www.haltonhousing.co.uk, click on MyHaltonHome and log in through this route. 

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Q: I’m trying to register but it says I’m already registered.

A: This is an issue we are currently experiencing with some app users and are working to resolve this as quickly as possible. In the meantime, visit www.haltonhousing.co.uk click on MyHaltonHome and register through this route. Alternatively, please email talktous@haltonhousing.co.uk or call 0303 333 0101 and a member of our digital team will assist in registration.   

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Q: My validation code is not being recognised after registration

A: Please contact us by emailing talktous@haltonhousing.co.uk or call 0303 333 0101 and a member of our digital team will work with you to resolve this. 

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Q: My password is not being recognised

A: Please reset your password through the forgotten password option. If you are still having problems, then please contact us by emailing talktous@haltonhousing.co.uk or call 0303 333 0101 and a member of our digital team will be in touch to resolve this.   

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Q: The app is freezing

A: This is an issue we are working to resolve. In the meantime, you can visit www.haltonhousing.co.uk click on MyHaltonHome and log in through this route. 

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