Independent · not part of Hightown Housing Association
Hightown Housing Association repairs: how to report a repair, phone numbers and timescales
How to report a repair to Hightown Housing Association: the repairs phone numbers and emergency line, reporting a repair online, and how long Hightown has to fix it. Hightown’s own target for routine repairs is 20 working days.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: hightownha.org.uk
Has Hightown Housing Association been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Hightown’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Hightown’s emergency line is here.
How to report
Reporting a repair to Hightown Housing Association
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Hightown misses its own target, complain. You may also be able to claim.
- Emailmaintenance.services@hightownha.org.uk
- Damp and mouldOnline form on the damp and mould page, or email healthy.homes@hightownha.org.uk
Emergency repairs
When to call Hightown straight away
Phone Hightown straight away if anything puts someone in danger or leaves your home unsafe. Emergencies outside 9am to 5pm, Monday to Friday. The number is in Hightown’s repair contacts.
- 01No heating or hot water between 1 October and 30 April
- 02Flooding
- 03Severe storm damage
- 04Total loss of electricity (not a power cut)
- 05Offensive or racist graffiti
- 06Gas leak or loss of gas supply (call National Grid first)
What counts as an emergency, from hightownha.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Hightown.
Timescales
How long Hightown Housing Association has to fix it
Hightown’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Hightown’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hours | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 3 working daysFor example partial loss of electricity, leaking radiators or a broken door entry system. | No fixed legal limit unless it’s a hazard |
| Routine | 20 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency damp and mould fixed, or alternative accommodation offered, within 24 hours. Significant hazards inspected within 10 working days, with a written report within 3 days and repairs started within 5 working days (up to 12 weeks for major work). | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from hightownha.org.uk and Hightown’s damp and mould page, checked 7 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 20 working days ago? That’s past Hightown’s own target. You could claim compensation.
Start your claimYour options
If Hightown Housing Association doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Hightown for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Hightown
This can get Hightown to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Hightown to put things right.
How to complain to HightownYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Hightown
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Hightown
Investigated by the Complaints and Resolution Officer, with a written reply within 10 working days.
- Stage 2
Ask for a review
Ask within 20 working days of the stage one reply and the Complaints and Resolution Manager will investigate further.
- Then
Housing Ombudsman
Independent. It can order Hightown to put things right.
Hightown’s record
How Hightown Housing Association performs on repairs
of Hightown tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Hightown in 2024/25 were maladministration.
Sources: Hightown tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Hightown Housing Association’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Hightown Housing Association repairs: questions
What is Hightown Housing Association’s repairs number?
01442 292301 (Repairs line) or 0845 160 0077 (Out of hours) or 020 3701 3525 (Out of hours). Office hours. Emergencies 9am to 5pm, Monday to Friday.
What is Hightown Housing Association’s emergency or out of hours repairs number?
0845 160 0077 (Out of hours · emergencies). Emergencies outside 9am to 5pm, Monday to Friday.
Can I report a repair to Hightown Housing Association online?
Yes, at myaccount.hightownha.org.uk. Report and track routine repairs through your MyHightown account. Phone for emergencies.
How long does Hightown Housing Association have to fix a repair?
Its own targets run from 24 hours (emergency) to 20 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Hightown Housing Association tenants?
Since 27 October 2025, Hightown must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Hightown’s own damp and mould commitment: Emergency damp and mould fixed, or alternative accommodation offered, within 24 hours. Significant hazards inspected within 10 working days, with a written report within 3 days and repairs started within 5 working days (up to 12 weeks for major work).
How do I complain about a repair to Hightown Housing Association?
Complain to Hightown first, online or by phone on 01442 292300. Investigated by the Complaints and Resolution Officer, with a written reply within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Hightown Housing Association?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Hightown Housing Association for you. It’s free to check.
Start your claimIs Report Repair part of Hightown Housing Association?
No. Report Repair is independent and not part of Hightown Housing Association or any council or housing association. We show Hightown’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Hightown has to fix, by problem
Not Hightown?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Housing Solutions repairsHousing association
- Hundred Houses Society repairsHousing association
- Hyde repairsHousing association
- Ipswich Borough Council repairsCouncil
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Hightown Housing Association and still waiting?
About 2 minutes. No documents. Free to check.