Managing housing

[Find photo consent] Norris Close Girl on Trampoline.jpg
1980s - resident at Whitehart Court.jpg
Andy and Jenny Lewis with toddler Jasper.jpg
1984 - children playing on estate.jpg
Newton leys residents (3).jpg
1990s or early 2000s - residents at Praetorian Court.jpg
1991 - Marian Gardens first residents, Mr Mrs Habbouchi.jpg
Margaret Ballantyne Centaurus Square St Albans.jpg
Hannah OBrien (3).jpg
1990 -  Sycamore House.jpg
1991 - resident.jpg
Polly Lowles-Hourigan (3).jpg
1996 - Bracken, Bearbrook (6).jpg
2006 - Bishops Court.jpg
Napsbury Park Sports Day.jpg
Aldbury Gardens2.jpg
Audrey Jeffers.jpg
1988, North Street Leighton Buzzard - Ada Jones.jpg
Bishops Court2.jpg
Aug 2012 Resident involvement sports event, Shenley Lane.jpg
Bishops Court3.jpg
Resident and baby - Adrian Close.jpg
Norris Close residents and daughter.jpg
Ruth Smith Penn Way Welwyn (3).jpg
The Benton 2.jpg
The Bentons 1.jpg
Sarah Dickinson.jpg
1986 - Perrycoste Court - construction.jpg
1978 - Bohemia.jpg
[need resident name] Newton Leys (2).jpg
4 Eldgrig Turn 007.jpg
Amir Khani Lime Tree Court (5).jpg
Charmaine Bolton King Close.jpg
Girl Painting Flowerpot.jpg
John, Clements, Plumber.jpg
HPCHA_Image_24.jpg
Maira Laumete Norris Close (5).jpg
Martine Cook St Mawes Close Watford.jpg
Bettie Chikoto outside

Hightown is an experienced provider of excellent housing management. We deliver low cost but high quality services across a stock of over 5,000 rented and leasehold properties across Beds, Herts and Bucks.

When Hightown opened its first estate in 1973, housing management fell to our shareholding members and a caretaker, our only employee. With large new builds on the horizon, such as Scrubbitts Square in Radlett and Bohemia in Hemel Hempstead, Hightown quickly appointed our first Housing Manager, Charles Hooper.

Hightown’s customer service departments had humble beginnings, with rent collected door-to-door on the ‘Gilbert Strip’ paper system by a handful of staff. Much has changed since then: today our housing management teams must still keep pace with rapid growth but Hightown is equipped with a full professional service, including dedicated customer service, lettings, estate management teams, a repairs call-centre, and online self-service that caters for 25% of our residents.

In 1988, the decision to outsource Hightown’s repairs contracts caused Hightown uniquely positioned to provide our residents with value for money. By establishing excellent relationships with local suppliers and maintaining a keen focus on our own efficiency, we have kept our costs among the lowest in our peer group for several years, shown in Housemark benchmarking.

Yet Hightown efforts to remain cost effective come with no compromise on the quality of our service and our latest survey saw resident satisfaction levels rise to 84%.

Hightown has always worked to keep our residents’ perspective at the heart of what we do, welcoming its first resident committee member in 1981 and launching an official Residents’ Panel in 2000. Recently this group has evolved into Hightown’s new Resident Voice and Scrutiny Panel.

In 2016 we launched Hightown Lettings: our popular private sector leasing scheme. By moving into this area of business, Hightown has been able to capitalise on its reputation for excellent, low-cost services while meeting our social purpose by providing accommodation for temporarily homeless people.