You can find out the details of your Housing Officer, Income Recovery Officer and your Property Services Inspector by logging into MyHightown and clicking 'my profile'.

Hightown Departments

Find out about each department at Hightown and how to contact them on our handy list below. 


Repairs are here to support residents with reporting day to day repairs as well as emergency repairs. 

We are here to give advice on what is our responsibility and what is yours.

We will ask various questions to understand what repair you are reporting and we will ask for your name, address, and contact telephone number. 

Our contractors will contact you directly to arrange an appointment. Please let us know if there are any times that need to be avoided.

  • If you are reporting any boiler faults, please ensure you have gas credit on your meter, or let us know if you pay by direct debit.
  • If you have a new build property this will have a 1-year defects warranty with the builders and this will also be reported and logged by repairs.
  • If you are calling our 'out of hours' service for a genuine emergency – please note this is a 'make safe' service only and any follow-on repairs will be carried out during daytime hours.
  • If you have a gas safety service or fixed wire check, please contact the servicing team.
  • Please refer to the repair's guide for further information.

Read the repairs guide

Contact the Repairs team

If you notice that a repair is needed, it is important that you contact us quickly so that we can organise for a contractor to be sent.

You can report a repair in the following ways:

Call us on: 01442 292301 (weekdays 9am- 5pm)

Out of hours: 0845 160 0077 (local rate) or 0203 701 3525 (from a mobile phone) 

Email us at

Register online for MyHightown to log and track a repair.


Property Services

The property services team are responsible for ensuring Hightown estates, buildings, grounds and care and supported housing schemes are maintained and inspected regularly to meet the standards that our residents expect.

Each estate and individual dwelling has a property services inspector assigned to conduct regular inspections of the estate, buildings and grounds.

You can find out the details of your property services inspector by logging into MyHightown and visiting the profile section. 

Our caretaking and mobile operative teams work closely with our inspectors to ensure we meet environmental standards on the estates. Our caretakers carry out a multitude of tasks from leaf clearing and litter picking, to dealing with fly-tipping and incorrectly disposed of waste.

Property Inspections

If there are issue that arise within your property, we will assess, investigate and specify works needed with our contractors.

Damp and Mould inspections

Our inspectors are here to assess any damp and mould issues within your property and will work with you to resolve any issues.

Read more about damp and mould

Alterations and adaptations

If you wish to carry out an alteration to your property, or you require adaptations made to your property, please contact us with details of your requirements.

If you're a resident:

Call: 01442 292300


If you're a Homeowner:

Please write to us with your request for an alteration, or adaptation in your home, stating any medical needs and details of your proposal.

The Homeownership team will confirm any fees that may apply and whether permission can be granted. 


Or write to:

Hightown House
Maylands Avenue
Hemel Hempstead

If you have any further questions, please contact a member of the Property Services Team:

Telephone: 01442 292300




The Housing team support residents with the management of their tenancy.

Here are some examples of what they are responsible for:

  • Carrying out your tenancy reviews and tenancy audits at your home.
  • Managing reports of anti-social behaviour, domestic abuse, hoarding and tenancy fraud.
  • Taking appropriate action when there are breaches of tenancies.
  • Supporting vulnerable adults to maintain their tenancies by working in partnership with external professionals. 
  • Organising resident activities and events to bring the community together, sharing information on sustainability and providing opportunities for residents to meet the team and discuss feedback about their home and community.

The Housing admin team support residents with:

  • Managing the mutual exchange process.
  • Carrying out six week tenancy reviews.
  • They also provide support to the Housing Officers with general enquiries and reports of anti-social behaviour.

If you have any questions regarding your tenancy, please contact a member of the Housing Team on:

Telephone: 01442 292300


Income Recovery (rent payments)

The Income Recovery team are here to help you if you are struggling to pay your rent and need guidance.

We can offer information on benefits and support you with dealing with debt. Plus, we can provide budgeting and money saving tips.

Problems paying rent?

Contact us

If you're a resident:

Call: 01442 292280


If you're a homeowner:

Call: 01442 292535


Tenancy Support

Life can be unpredictable and throw unexpected challenges at you. Whether you’re finding yourself in a crisis, or struggling to manage your daily tasks, we are here to help.

Our experienced team can offer advice and signpost you to the right professionals on several topics:

  • Claiming benefits and the latest cost of living schemes.
  • Help in a crisis – food parcels, furniture, or energy vouchers.
  • Looking for work.
  • Money saving tips.
  • Budgeting.
  • Mental or physical health and wellbeing.

How can we support you?

Our goal is to empower you so that you can support yourself and your family.

If we don’t know, we can’t help

We understand that it’s not easy to talk about personal matters, but we want to reassure you that we are professionals, and we have your best interests at the centre of everything we do.

We’ve seen and heard it all, so there is no need to worry and bottle things up. Don’t suffer in silence. We’re not here to judge, we’re here to help

Contact us: 01442 292300

Visit the support and advice section of our website for further information.

Resident Involvement

If you want to get involved in providing feedback, want to help shape the development of our policies, procedures and provide ideas of how to improve our services than contact the Resident Involvement team. 


Voids and Lettings

Lettings team

The lettings team work with local authorities to identify new residents for our empty homes (including new build properties). 

Once an applicant has been nominated by the local authority, (normally via their Choice Based Lettings system), the lettings team work with the applicants to establish if the properties are suitable and affordable. We assess the applicant based on our allocation criteria.

The lettings team can help you with:

  • Advice on what you need to do before you move out, including giving notice.
  • If you have been nominated to us for a new home – support you though the process, and provide updates.

Contact Lettings


Phone: 01442 292300

Voids team

The voids team are responsible checking properties when a resident moves out and they identify any required works and recharges.

They prepare properties by completing works, so that they're ready for residents to move in.

Contact voids


Phone: 01442 292300

Home Ownership

The Home Ownership team are here to help you with all aspects of your leasehold, shared ownership or Intermediate Rent property.

We can help with:

  • Rent/service charge payments
  • Staircasing
  • Resales
  • Lease extensions
  • Service charge queries

Contact us

Call: 01442 292535