Hightown is excited to launch a new campaign called ‘Tell us more’, designed to help us better understand and meet the needs of our customers.
Over the next few months, we will be telephoning customers to invite you to take part in our ‘Tell us more’ census survey. The survey questions will help us learn more about you and anyone living in your home, so we can adapt our services to suit you, offer you the right help when needed and make sure everyone has a fair experience with Hightown.
What’s in the survey?
There are two parts to the survey:
- All about you.
- All about the people who live with you.
We will be asking you to share some personal information with us about you and members of your household such as your ethnicity, your main language and how well you speak English.
We’ll also ask about any disabilities, health conditions or support needs you or your household may have. This helps us make sure we’re thoughtful and respectful when we visit your home or carry out repairs.
We’ll also take the opportunity to check that your contact details are up to date, so we can stay in touch when needed.
Your answers and feedback matter and will help us to offer great services that meet your needs.
We have shared the answers to some Frequently Asked Questions on this page. If you have any more questions, please get in touch by calling us on 01442 292300 or emailing us at census@hightownha.org.uk.
Frequently asked questions:
We are contacting all our customers by telephone to help us learn more about you and anyone living in your home, so we can adapt our services to suit you, offer you the right help when needed and ensure that there are no unfair differences in our customers’ experiences of Hightown.
Our staff will begin calling customers from mid-November 2025. We hope to have called all our general needs rental customers by the end of February 2026.
You can expect a call from a member of Hightown’s staff based at our central office, Hightown House in Hemel Hempstead. The number will start with 01442 292XXX. If you have any concerns about who is calling you, please let the staff member know and ask to call them back through our main switchboard on 01442 292300.
To help us reach customers who may be working or have other commitments during the day, we will be making calls up to 7pm.
Yes, we do already hold some information about you, including the information you provided when you signed up for your tenancy, such as if you have a disability.
However, we know that life moves on and your circumstances can change. Sometimes when this happens, it can make it difficult for you to access our services or live comfortably in your home, even temporarily.
If your circumstances have changed, we want to know, so that we can adapt the services we deliver to you.
We also want to fill in the gaps in information that we didn’t ask for when you moved in, for example information about other members of your household and, for customers who are 18+, your marital status and sexual orientation
By sharing this information with us, you will help us ensure that every customer living in a Hightown home has fair access to our services.
We will also be asking you to provide up-to-date contact details and to confirm how you want to be contacted, so that we can always get in touch with you when we need to.
The information you provide will be stored on our secure IT systems, and employees can only access information if it is relevant to the service they provide to you. There are strict laws about how we look after the information we collect, such as the Data Protection Act, and all our teams are trained to understand this. You can find out more about how we manage your data in this Privacy Notice.
