Frequently asked questions (FAQs)
This page contains answers to questions we have received from residents about the merger and what it means for them.
About the merger…
Why did Watford Community Housing and Thrive Homes merge?
We believe that as a single, larger organisation will be able to achieve operating efficiencies and greater financial resilience. This will mean that we can deliver more, improve our services and ensure the long-term stability of our business – providing a more secure future for our customers.
Chime Housing has more than 13,500 homes in Hertfordshire and the surrounding areas. With shared geography and a commitment to providing quality services for residents, this partnership will build on each organisation’s existing strengths while retaining local knowledge and understanding.
Our focus is on doing what is right for customers of Watford Community Housing and Thrive Homes, and people in the local area.
What made Thrive Homes and Watford Community Housing a good match?
We believe that Watford Community Housing and Thrive Homes were a natural fit for a partnership as we had a lot in common, including where our homes were. Both organisations were similar in size and age, and we had a similar history as we were created through large-scale voluntary transfers from local authorities just under 20 years ago.
We also operated in neighbouring areas with significant overlap - Watford Community Housing’s homes were in Hertfordshire and North London, and Thrive had homes across Hertfordshire, Bedfordshire, Buckinghamshire and Oxfordshire. As a larger single housing association covering these areas, we are well placed to build on our strong track record of partnership working with other local organisations to meet the needs of our communities.
We also shared similar values, which remain central to the new organisation. We believe in the importance of being rooted in our local communities, delivering excellent services and working closely with residents.
Because we have so much in common, this is a merger between two equal partners, creating a new organisation that can do more.
What are the benefits of the merger?
We believe that joining forces allows us to:
enhance the customer experience through improved services and added resource
increase investment in existing homes, sustainable housing solutions and energy efficiency initiatives
spend more on community development projects and improvements to neighbourhoods
continue to build new homes, making housing more available and affordable to those on lower incomes
Were there any disadvantages or risks? And how will they be managed?
We believe that we will be able to deliver more for our customers and communities by joining together as a single, larger organisation.
As part of our discussions about whether to go ahead, we carried out a process known as due diligence to make sure that the merger would be beneficial to customers, and any associated risks are considered and managed carefully.
In the short term, the process of bringing the two organisations together could delay some of our operational projects, such as IT improvements, but this should not impact on your day-to-day services. We will ensure that we continue to deliver good-quality services during this period, so it is business as usual. This will include any planned works, which will carry on as expected.
In the longer term, we are confident that the partnership will help us to do more to enhance services and deliver lasting improvements.
How were customers involved in the process?
We held a formal ten-week consultation with residents to explain the potential benefits of a merger and give them an opportunity to ask questions and raise any concerns.
Through this consultation, over 750 residents shared their views, helping us to understand what matters most to them. The Boards of both organisations took into account all the feedback from the consultation before deciding to approve the merger.
To make sure the consultation was fair, transparent, and inclusive, we partnered with Tpas – The Tenant Engagement Experts.
Through our consultation, we have listened carefully to resident views and will act on them to set the key priorities for the new organisation. Based on your feedback we have created Our Promise to Residents.
Is Chime Housing a not-for-profit Community Gateway?
Yes, Chime is a charitable, not-for-profit housing association that follows the Community Gateway housing model, ensuring that customers are at the heart of our decision-making.
Under the gateway model, more power is devolved to residents. This is written into the terms of the organisation’s constitution, giving residents a strong voice and empowering them to influence decisions about their homes and services.
Previous Watford Community Housing retain all of their existing rights as a member, and we encourage previous Thrive Homes customers to become members and have a say in how the new organisation is run.
Will services get worse because the organisation is bigger?
Both organisations are clear that services should not deteriorate as a result of the merger. Maintaining service quality and clear accountability during any transition is a priority. As laid out in Our Promise to Residents, the ultimate goal is for the merger to result in service improvements.
What will happen to Watford Community Housing's and Thrive Homes’ subsidiary companies under the new merger?
At this stage, there are no planned changes to subsidiary companies, and they will continue to operate as they do now.
Will you share how much the merger has cost both Watford Community Housing and Thrive Homes?
The organisations are committed to transparency and will share information about merger costs through normal reporting processes.
About your home and services…
Will the merger affect the details of my tenancy or lease?
No, you will keep your existing tenancy or lease agreement. There will be no changes to any of the terms of your agreement without your written consent.
Will my rent or service charges be affected?
No, as laid out in Our Promise to Residents, your rent and any service charges you pay will be calculated in the same way that they were previously.
Chime Housing will continue to review rents annually, in line with guidance from the government, so your rent level will not be affected by the merger.
Rent increases for housing associations are based on the September Consumer Price Index (CPI). The government has already confirmed that social housing rents will increase by CPI plus 1% each year over the next ten years (starting from April 2026).
The government has also agreed a process of ‘social rent convergence’, which would allow rents to be increased by an additional amount in order to make social housing rent levels more consistent and fair, while remaining well below market rates. Again, this will apply to social housing tenants across the country, and it would have applied to customers of Watford Community Housing and Thrive Homes regardless of whether the merger went ahead. Rent convergence is not connected to the merger and will take effect from April 2027.
Service charges will continue to be reviewed every year too. Your service charge covers the direct cost of services you receive and this will not change. You will get a breakdown of your service charge along with your rent letter just as you did before.
Will I need to change how I make my rent payments?
Currently everyone is able to make payments in the same way they did previously. We will tell you nearer the time about any changes you need to make to the payee’s details.
Will there be any changes to the services I receive?
As part of Our Promise to Residents, you still have access to the full range of services you had previously. With savings we make by combining our leadership teams, we will increase our customer-facing teams and retain the local bases we had previously – meaning that there will be more people to support you and deliver great services.
Will repairs be affected by the merger?
We continue to deliver our repairs service as normal, so please continue to report repairs in the usual way.
As part of Our Promise to Residents, we are committed to delivering an improved repairs service, retaining our in-house teams and bringing in more people with the expertise to enhance our offer.
Will repair timescales change?
No changes to repair timescales are planned as a result of the merger. We recognise concerns about repairs and are committed to maintaining current standards during the transition, and we have committed to making improvements to our repairs services in the long term, as part of Our Promise to Residents.
Will the way I contact you change?
For now, you are able to contact us in the same ways you did before. If your home was previously managed by Thrive Homes, please contact Thrive directly. If it was previously managed by Watford Community Housing, please contact Watford Community Housing directly.
In due course, we will update email addresses and some telephone numbers may also change, but we will let you know in advance about any changes that are planned.
Do I still have the right to buy/right to acquire?
If you already had the right to buy or acquire, you will continue to be able to exercise the right in the same way you did previously.
Does the merger affect my place on the housing list?
No. The local housing registers are managed by the relevant local authority, so this does not impact your position on the housing waiting list.
Will shared ownership become harder or more restrictive after the merger?
No. The merger does not include any changes to shared ownership eligibility or affordability checks, and there are no plans to make access more restrictive. We will continue to follow national shared ownership guidelines, which require assessments to be fair, transparent and based on whether a home is genuinely affordable for the household.
Will the same contractors be used?
There are no immediate plans to change existing contractors. If any changes were proposed in the future, residents would be informed in advance and standards would be expected to remain the same or improve.
Will sustainability features like solar panels continue?
Existing sustainability features, including solar panels, will remain in place. We have had feedback through this process that sustainability is a priority for some residents. Merging organisations will provide an opportunity for us to learn what has worked and take on best practice from each organisation.
Additional FAQs for leaseholders and shared owners
How will the merger affect leaseholders and shared ownership customers?
If you are a shared owner or leaseholder, the terms of your lease will stay the same. Any service charges or other costs that you pay would continue to be governed by the terms of your lease, and calculated in the same way they are now.
Will my lease change because of the merger?
No. Your lease is a legal contract and will not change as a result of the merger. All existing rights and obligations in your lease will remain exactly the same.
Will service charges increase because of the merger?
The merger itself will not impact your service charge. Affordability is a key priority and we are committed to ensuring that service charges remain fair and deliver value for money.
Will leaseholders still have a voice after the merger?
Ensuring that all residents have a voice is a top priority for both Thrive Homes and Watford Community Housing. We will ensure that the new organisation has equal opportunities for all residents to be involved in engagement activities.