Welcome to sthelens.gov.uk

Best place to find information and services that your council provides...

Housing Service Standards

We aim to deliver excellent, cost-effective services to meet the needs of customers and residents.

Service Standards set out what you can expect from the service in terms of speed and quality. Standards have been set up in consultation with residents to identify the issues that you you care about most.

The Housing team aim to deliver the following service standards to our customers:

We will:

  • Be professional, courteous and polite
  • Be sensitive to individual needs and requirements
  • Treat you with respect
  • Consult with you on the services we provide, so that we can constantly seek to improve
  • Respond positively to your comments or complaints
  • Respect your confidentiality
  • Provide an interpreter, if required
  • Monitor our performance and tell you how we are doing
  • Train and support our staff to provide a first-class service 

General Data Protection Regulations

We have a legal duty to protect your personal data.

The use of your personal data is controlled by the Data Protection Act, which relates to any living individual. For further information on your rights or for further details on how to request information, please look at the Council's Data Protection page.

Data Sharing

We may be required to process your personal data in order to perform tasks that we have a duty to carry out in providing a range of Housing services.  Where necessary, we may share information with organisations who provide services for and/or on behalf of St.Helens Council’s Housing department. Please note that your health data is not shared and no personal data will be used for marketing purposes with third parties.

This could include sharing data with the following businesses or organisations:

  • Housing Providers
  • Local Health Services
  • Home Owners/Landlords
  • Emergency Services
  • Contractors delivering home improvement works
  • Utility companies
  • Affordable Warmth Delivery Agents

Data Retention

In some instances we have statutory duties to retain data for a set period of time. Your data will be retained for as long as you receive a service and thereafter for a period of:

  • 10 years - For services related to the provision of Disabled Facilities Grants.
  • 7 years - For services related to the provision of Housing Financial Assistance, following the completion of grant/loan work and full repayment of Council loan.
  • 2 years - For the provision of any other Housing services.