Connect
Our new customer magazine, keeping you informed, connect and involved.
We’ll be delivering these to customers on Wednesday 22 September as part of Community Connect, but if you don’t receive a copy, take a look below. You’ll also find an accessible text only copy and information on how to request a large print copy.
If you didn’t manage to get a large printed copy of our newsletter when we were delivering them, please contact us in your usual way and we’ll arrange to send a copy to you.
Accessible text-only version
If you use a screen reader or prefer a text-only format, you can read an accessible version of our newsletter below.
Connect
Keeping you informed, connected and involved
In this issue:
Find out about Chime Housing, membership and how to get involved
Meet your Gateway Membership Team
Join our first ‘Love your Neighbourhood’ community project
Tips, support and updates on your home and services
And more!
Welcome to Connect
Welcome to the very first edition of Connect, the new customer newsletter from Chime Housing.
As Thrive Homes and Watford Community Housing have now come together to form Chime Housing, we wanted to create a new way of staying connected with you. Through Connect, we’ll share the latest news, updates, opportunities to get involved, and stories from across our communities, helping to make sure you’re always informed about the things that matter most.
Our first edition comes at an exciting time as we’re delivering this newsletter as part of Community Connect, our first major event as Chime Housing.
Today, colleagues from across the organisation are out in your neighbourhood, visiting homes, meeting residents and listening to what you have to say. Community Connect brings together the best of Thrive Homes’ Open Door Day and Watford Community Housing’s Big Door Knock, creating a shared opportunity to connect with customers across all our communities.
For us, Community Connect is about more than delivering a newsletter or knocking on doors. It’s an opportunity to hear directly from residents, understand what’s important to you, celebrate our communities and make sure your voice helps shape the services we provide.
We’re here to listen
Today, colleagues from across Chime Housing are out in our communities as part of Community Connect.
We’re taking the opportunity to meet residents, hear your views and understand what’s important to you.
If you’ve got feedback, ideas or questions, we’d love to hear from you. Your voice helps shape the services we provide.
What the merger means for you
While our name has changed to Chime Housing, your day-to-day experience remains the same. You can continue to contact us as usual and access the same services.
We know there are areas where we need to improve, and the merger gives us a stronger platform to do that. Some improvements will take time as we bring our organisations together
and align our services, but this creates new opportunities to invest in and strengthen the services we provide for our customers and communities.
Our promise to residents As a newly merged organisation, listening to our customers is at the heart of what we do.
We listened to your feedback during the merger consultation and we’re committed to making meaningful improvements in the areas that matter most to you. This formed the basis of
our promise to residents, which covers the five key things we will be working to deliver as Chime Housing:
Improving our repairs service
Offering more ways for you to engage with us
Investing more in customer-facing teams
Continuing to set rents in line with the government rent-setting formula
Creating even more opportunities for residents to influence what we do through our Community Gateway approach
We’re excited about what the future holds for Chime Housing and, most importantly, what it means for our customers and communities. If you have any questions about the merger, you can find more information on our website, including answers to frequently asked questions. You can also read more about becoming a member of Chime further down to learn more about how you can get involved and help shape our services.
Find out more about the merger:
If you’re a former Thrive Homes customer: thrivehomes.org.uk/merger
If you’re a former Watford Community Housing customer: wcht.org.uk/merger
Finally, Connect is your newsletter, so we’d love to hear from you. If there’s something you’d like us to cover in future editions, please let us know so we can continue sharing the news, information and updates that matter most to you.
Thank you for being part of our journey. We look forward to connecting with you.
What does it mean to be a Community Gateway?
It means putting our customers at the heart of everything we do.
As a Community Gateway housing association, residents and people in our local areas can become Chime members, providing them with the opportunity to influence decisions, shape services and help improve their communities.
We’re bringing together the strengths of both Watford Community Housing’s membership offering and Thrive’s Customer Voice, to give customers even more ways to have their say and make a difference in their communities.
Why should I be a member?
Becoming a member means more than simply sharing your opinion. It means being part of the decision-making process and seeing your ideas make a real difference.
Membership is written into the rules of the organisation, meaning your voice isn’t just welcomed, it’s built into the way we work.
As a member you can:
Have a say in key decisions and vote at our Annual General Meeting (AGM)
Influence services, policies and future priorities
Attend member-only events, focus groups and Question Time sessions
Access discounts on everyday essentials through the Housing Perks app
Share feedback and ideas that help shape the services you get
Apply to join the Gateway Membership Team or become a Tenant Board Member
Take advantage or training and development opportunities
Choose how involved you want to be, from completing surveys to joining panels
Types of membership
Full membership
Available to all tenants, leaseholders and shared owners.
Full members can:
Vote at the AGM
Stand for and elect members of the Gateway Membership Team
Apply to become a Board Member
Attend member events and meetings
Access Housing Perks discounts
Get involved in a way that suits them
Associate members
Available to people aged 16+ who live in one of our community areas but are not tenants, leaseholders, or shared owners
Associate members can:
Support and influence local community initiatives
Attend meetings and events
Stand for election to the Gateway Membership Team
Want to sign up?
If you are a former Watford Community Housing resident, sign up here: wcht.org.uk/membership
If you are a former Thrive Homes resident, sign up here: thrivehomes.org.uk/gateway-membership
If you want to be an associate member, you can use either of the links above.
What have members been part of recently?
Scrutiny in action: Improving how we deal with damp and mould
Our most recent scrutiny event focused on damp and mould and brought together 22 residents.
Working alongside our Gateway Membership Team, attendees discussed customer experiences, individual cases and complaints, and explored ways to strengthen our approach. Customers played a key role in telling us how we could improve our damp and mould process, including recommending additional communication and check-in touchpoints to make sure customers feel supported throughout their journey.
Read the full event summary here: wcht.org.uk/TQTs
Learning from tenant voices at the Tpas conference
Members of our Gateway Membership Team recently attended the Tpas Conference, where they had a great time connecting with other residents and fellow tenant representative teams from across the country.
There were inspiring discussions on tenant voice, and influence and power, including sessions on exploring how the housing sector can better understand and measure stigma. One of the main takeaways was the importance of lived experience and using that to influence real change.
The event left our team feeling energised and even more committed to ensuring tenant voices continue to drive meaningful change across Chime.
Introducing your Gateway Membership Team
Your Gateway Membership Team (GMT) is here to represent you. The team is made up of residents and individuals who are passionate about helping improve services for our customers and communities. The team works closely with Chime’s Leadership Team and Board to influence services, priorities and improvements across the organisation.
By hearing your views, they ensure you are at the heart of what we do.
Hind El Khoumssi
A Watford Community Housing tenant since 2016, Hind has been involved in scrutiny panels, customer representation and the GMT. She is passionate about giving residents a voice and using her knowledge to support the wider social housing community.
Lynn Wheeler
Lynn has been a Watford Community Housing tenant for over 30 years and worked in the Housing team for 17 years. She joined the GMT to share her experience, represent residents’ voices and support the delivery of excellent customer services.
Sarah Compton
Sarah has been a GMT member since 2023 and is a passionate advocate for equality and better homes for all. As a disability advocate, she brings valuable insight and is committed to making a positive difference for residents.
Kacper Flisiuk
Kacper is passionate about bringing local communities together and is active in his resident group. He enjoys learning new things and is committed to supporting residents and community involvement.
Tony Lankester
A GMT member, Neighbourhood Champion and mental health champion. He is passionate about using his lived experience to support others and promote wellbeing within the community.
Cassandra Persand
Cassandra believes residents should have a strong voice in shaping their communities. She joined the GMT to share ideas, champion positive change and help improve services for everyone.
Sandra Ryall
With many years of experience working in community centres across Watford, Sandra is passionate about bringing people together. She is keen to work with residents and partners to tackle local issues and strengthen communities.
Linnet Woods
A Thrive tenant since 2024, Linnet brings a fresh perspective and a commitment to helping Chime deliver excellent services. She is particularly passionate about supporting residents who may face communication or housingrelated challenges.
Adeola Adegoroye
As a Thrive resident since 2008, Adeola brings a strong understanding of residents’ needs and experiences. She is committed to ensuring customers’ voices are heard and helping improve services across Chime Housing.
Jon Wing
Jon has more than 30 years’ experience across benefits, homelessness, social care and social housing. He is keen to use his expertise to advocate for residents and support the delivery of high-quality services.
Susan Jallow
Susan brings more than 21 years’ experience in housing, homelessness services and service improvement. She is keen to use her experience to advocate for residents and support the delivery of high-quality services.
Malcolm Lomberg
As a shared owner, Malcolm understands the importance of safe, affordable and supportive housing. With experience in social care and a background in construction and property renovation, he brings a practical perspective and insight into residents’ needs.
Creating better homes, together
Several residents are now enjoying brighter, more modern kitchens following a programme of refurbishment in homes that were recently acquired from Notting Hill Genesis.
One of those homes belongs to Mr and Mrs Boreland, who had lived with the same kitchen for more than 20 years.
After choosing their preferred tile and cupboard colour, they received a complete transformation and were delighted with the result.
“It’s such a different kitchen – all the little touches are really impressive. If it wasn’t for Chime, we wouldn’t have had this beautiful kitchen put in. Now we have to decorate the rest of the house to match it!”
Read the fill story and see the transformation here: wcth.org.uk/newkitchen
Help us provide the best service for you
As we work to bring our systems together, it’s important that we have up-to-date information on all our residents so we can provide the best possible service.
Updating your details – such as your communication or language preferences, any disabilities anyone in your household has, and your contact details – helps us to provide better services and communicate with you in a way that meets your individual needs.
Update your details today
and log in to your account or make updates at thrivehomes.org.uk/my-info
For former Watford Community Housing residents, visit wcht.org.uk and log in to your account, or email enquiries@wcht.org.uk
Top tips for when we visit
Whether you have a repair appointment or a general visit from a Chime colleague coming up, here are some of the ways you can prepare for a visit:
Make sure the necessary areas are clear and easy to access
Keep pets and children safely away from the area we are working in
If you need to cancel or re-arrange your appointment, please let us know at least 24 hours before so we can offer this slot to someone else
Chime in!
In our bid to improve how we collect feedback through Tenant Satisfaction Measures (TSM) surveys, we will now be contacting residents more regularly throughout the year. This means that we can gain more timely insights into customer experiences, allowing us to build a clearer picture of what’s working well, and to make improvements sooner.
What does this mean for you?
You may receive a phone call from Emotional Logic asking you about your experiences as a Chime Housing customer.
If you are contacted, the call will come from 01908 047 948.
While taking part is entirely voluntary, we strongly encourage you to take part and share your views.
Read our latest Tenant Satisfaction Measures reports:
How do I raise a complaint?
If you feel like we’ve let you down, let us know and we’ll work with you to make things right.
Our complaints process is regulated by the Housing Ombudsman, which means you can trust us to treat your complaint fairly if things don’t go to plan.
The process to raise a complaint since the merger is the same:
If your home was previously managed by Thrive Homes, please continue to contact Thrive directly to raise a complaint: thrivehomes.org.uk/contact-us
If your home was previously managed by Watford Community Housing, please continue to contact Thrive directly to raise a complaint: wcht.org.uk/contact
Join our first ‘Love your neighbourhood’ project as Chime
We’re bringing residents and colleagues together for our first ‘Love your Neighbourhood’ event at Boundary Way on 30 September, from 10am to 2pm.
As a neighbourhood that is home to both former Thrive and former Watford Community Housing residents, Boundary Way is the perfect place for our first community improvement day as Chime Housing.
There will be free skips for residents, while colleagues will be litter-picking, repainting play equipment and refreshing planting areas. Come along, get involved and help us make a real difference to your neighbourhood!
To find out more or get involved, email community@wcht.org.uk
Coming soon… an easier way to contact us
We’ve listened to your feedback and know that sending photos of issues in your homes isn’t always easy.
That’s why we’re trialling a new WhatsApp service, giving you a quicker and more convenient way to get in touch with us. Through WhatsApp, you’ll be able to choose the type of enquiry you have, whether it’s a repair, rent question, existing repair update or general enquiry, and be connected directly to a Customer Service Advisor. If our team is busy, you’ll also have the option to request a call back.
We’ll be launching the trial soon, so stay tuned for updates!
Financial support for everyone
Whatever your circumstances, our dedicated Financial Inclusion Officers are here to help.
This free and confidential service is available to all Chime residents and can provide practical advice, support and guidance to help you manage your finances and access the assistance you may be entitled to. They can help with:
Making sure you are getting the benefits you’re entitled to, such as Pension Credit or Winter Fuel Payment
Advising you on budgeting and managing bills
Providing you with foodbank vouchers
Helping you complete forms
Referring you to other support services, if necessary
Find out more at wcht.org.uk/moneyadvice or thrivehomes.org.uk/money-help
Preventing damp and mould this winter
As the colder, wetter months approach, it’s important to take steps to prevent damp, condensation and mould in your home. A few simple actions can help keep your home warm, healthy and comfortable throughout the winter months.
Follow these top tips to reduce condensation and help prevent mould from developing:
Ventilate your home
Heat your home consistently
Clean condensation as soon as it appears
We’re here to help. If you’re experiencing damp or mould that you can’t resolve as part of your usual cleaning routine, please let us know as soon as possible. The sooner we know about it, the sooner we can help.
Find out more:
Former Thrive Homes customers: thrivehomes.org.uk/damp-and-mould
Former Watford Community Housing customer: wcht.org.uk/damp-and-mould
Did you know? Just one person asleep over one night can add half a pint of water to the air in the room and twice this amount when active during the day.
Supporting our local communities
Over the summer, we enjoyed taking part in a number of local community events and connecting with residents.
At Herts Pride in Cassiobury Park, colleagues joined the celebrations, meeting customers and local residents at our stand while supporting a fantastic event that championed diversity, inclusion and community spirit.
We also attended Abbots Fest in Abbots Langley, where we spent a fun-filled day speaking with local people and enjoying one of the village’s popular family festivals.
These events are a great opportunity for us to engage with our communities, build relationships, and celebrate the people who make our neighbourhoods special.
Delivering more affordable homes
We’re continuing to invest in affordable housing, with exciting progress being made across a number of developments.
Foxgrove Path is now complete and almost fully occupied, delivering 36 shared ownership homes and 17 affordable rent properties. The finished development is a fantastic addition to the local community.
Looking ahead, work has now started at Lyndhurst Farm in Borehamwood, where we’ll be delivering 186 new affordable homes for local residents.
Keeping you safe in your home
Your safety is our top priority
We’re committed to making sure your home and shared spaces are safe, and we need your help to do this.
If you notice a problem with your smoke alarm, fire door, communal areas, or any other safety concern, please let us know as soon as possible so we can investigate and put things right. Together, we can help keep our homes and communities safe for everyone.
You can find out latest safety advice here:
Former Thrive customer: thrivehomes.org.uk/homesafety
Former Watford Community Housing customers: wcht.org.uk/safety
Dates for your diary
Love your neighbourhood on 30 September 2026 at Boundary Way
Scrutiny and Tenant Question Time on stock condition surveys on 7 October 2026 from 6pm - 7:30pm
Scrutiny Sprint Session on 28 October 2026 from 10am - 2pm
Lighthouse Cafe Carol Service in Leavesden Green on 10 December 2026