faq page

Frequently asked questions

How do i report a repair?

You can report a repair and track repairs on Our portal or by calling 01442 292301, Monday to Friday, 9am – 5pm.

After 5pm please contact the out of hours service on: 0845 160 0077 (local rate) or 0203 701 3525 (from a mobile).

How do i end my tenancy?

You must give 4 weeks notice in writing stating that you wish to end your tenancy.

Please speak to your Housing Officer if you need any assistance with this.

You can register online for Council Tax or call the Council Tax department at your local council.

Once you’ve registered and have a reference, you can apply for a Single Person Discount, Council Tax Support and other discounts that you might be entitled to.

My income is from benefits, do i need to claim housing benefits to pay my rent?

If you live in supported, sheltered or temporary accommodation, or are of pension age, you will need to claim Housing Benefit.

For all other circumstances you will need to claim Universal Credit for help to pay your rent.

Can i get a lodger?

If you live in supported, sheltered or temporary accommodation, or are of pension age, you will need to claim Housing Benefit.

For all other circumstances you will need to claim Universal Credit for help to pay your rent.

What to do after i recieve my annual rent increase letter

Hightown will send a letter to all tenants at the beginning of the financial year which will break down your new rent and service charges, if you are on benefits, you need to complete the following steps:

Universal Credit

Update your new rent costs via your online account, or you can call the helpline on 0800 328 5644.

You cannot update your new rent costs until the date they happen i.e. for next year the date will be 01.04.2024. If you do not update your rent costs within the timeframe of your assessment period where the change occurred, you may lose out on benefit.

Housing Benefit

You need to advise your local council of this increase, this could be advising them online or attending the council offices and showing them the letter received.