After a period of consultation with residents, Notting Hill Genesis has transferred around 500 homes in Hertfordshire to Watford Community Housing. We are now responsible for maintaining these homes and providing services to the customers living in them.
Notting Hill Genesis transferred these homes to us as part of its strategy to focus on its housing stock within London.
What this means for residents
We take pride in delivering high-quality services and we have the highest ratings available from the Regulator of Social Housing – G1 for governance, V1 for financial viability and C1 under the new consumer standards.
Notting Hill Genesis customers who have transferred to Watford Community Housing now have access to our full range of services, which include:
- A dedicated Customer Service team to help with repair requests and any other queries
- A 24/7 out-of-hours service for emergencies
- The ability to request repairs, raise queries and more through your online account – sign up now!
- A wide-ranging repairs, maintenance and home improvement service, including energy efficiency improvements for poorly performing homes below EPC C level
- Access to support from our dedicated Financial Inclusion team, who can offer guidance on money management, benefits and Universal Credit, and make referrals to other support agencies and local food banks
- Access to community funding for local projects and groups – find out more
- Community events and clean-up days
We are also a Community Gateway housing association, which means that tenants can become members of Watford Community Housing and have more of a say over what we do and how we operate. You can find out more here.
You can find out more about our services by reading our service standards.
Our proposed merger with Thrive Homes
Watford Community Housing is currently in talks with Thrive Homes over a proposed merger to form a new, larger Community Gateway housing association. This means that the new customers who have joined us from Notting Hill Genesis would also transfer over to the new organisation if this merger goes ahead. If this happens, your tenancy agreement would stay the same.
Frequently asked questions
For more information on the transfer, check out our FAQs below.
Will this affect where I live? And what will happen to my tenancy agreement?
No – you will stay in your current home. There will be no changes to your tenancy agreement. Watford Community Housing have taken over the contract and we will continue to honour your agreement. All your current terms and conditions will remain unchanged.
Why did this transfer happen?
Notting Hill Genesis transferred these homes as part of its strategy to focus on its housing stock within London. We were chosen for the transfer as we are an established provider of homes in your area, with a strong track record of providing good services to residents.
Watford Community Housing is in talks with Thrive Homes about a merger – how would this affect customers transferring over from Notting Hill Genesis?
We are currently in discussions with Thrive Homes over a potential merger. This would create a new, larger Community Gateway housing association, which would be the landlord for all existing Watford Community Housing and Thrive Homes tenants. If your home was transferred from Notting Hill Genesis to Watford Community Housing, you would then transfer to the new organisation if the merger goes ahead.
The merger has been proposed because we believe it would allow us to improve our offering to customers and increase investment in our homes and services. You can find out more about the proposed merger here.
The merger has been proposed because we believe it would allow us to improve our offering to customers and increase investment in our homes and services. You can find out more about the proposed merger here.
Will I need to change how I make my rent payments?
Yes, you will need to stop paying Notting Hill Genesis and start paying your rent to Watford Community Housing.
Direct Debit is the safest and easiest way to pay your rent. If you currently pay by Direct Debit, you will need to cancel the current debit and set up a new one instructing payments to be made to Watford Community Housing.
To set up a direct debit, or find out about other ways you can pay, please contact us on 0800 218 2247 or speak to your Housing Officer.
If you want to pay by bank transfer, these are our details:
Payment to: Watford Community Housing Trust
Account No: 33164985 Sort code: 20-00-00
Reference: Your tenancy number, which is on the letter we have sent you.
If you use a rent card, we can arrange for a new one to be sent to you.
You can use your rent card to make payments:
Direct Debit is the safest and easiest way to pay your rent. If you currently pay by Direct Debit, you will need to cancel the current debit and set up a new one instructing payments to be made to Watford Community Housing.
To set up a direct debit, or find out about other ways you can pay, please contact us on 0800 218 2247 or speak to your Housing Officer.
If you want to pay by bank transfer, these are our details:
Payment to: Watford Community Housing Trust
Account No: 33164985 Sort code: 20-00-00
Reference: Your tenancy number, which is on the letter we have sent you.
If you use a rent card, we can arrange for a new one to be sent to you.
You can use your rent card to make payments:
- over the phone
- at the Post Office or other PayPoint locations
- by text message
- through the allpay website or phone app
Housing Benefit pays my rent/service charge to Notting Hill Genesis – do I need to do anything about changing this?
If you receive benefits to cover your housing costs, you will need to let the provider know about your change of landlord.
- Housing Benefit – you need to contact your local authority as soon as possible so they can update your details.
- Universal Credit – you need to update your journal as soon as possible.
What will happen if I struggle to make rent payments?
We are here to help. We will be able to work with you to provide support and guidance if you are struggling to pay your rent.
For more information, see: Money advice and help
For more information, see: Money advice and help
What happens if there are overpayments or underpayments of rent to Notting Hill Genesis or Watford Community Housing?
It sometimes happens that Housing Benefit or direct debits do not change on the correct date. For example, if you continued to pay Notting Hill Genesis rent a week after you became a Watford Community Housing resident, Notting Hill Genesis would either credit this back to you or transfer your overpayment to Watford Community Housing. We will work with residents and the local authority that pays your Housing Benefit to try to avoid this.
What happens if I am currently in arrears?
Your arrears account will have transferred to Watford Community Housing and you will continue to make payments according to your repayment plan.
Will my rent and service charges go up?
Your rent (and any service charges you pay) will be calculated in the same way that it always has been.
Like all housing associations, we review rents annually, in line with guidance from the government. Rent increases for housing associations are based on the September Consumer Price Index (CPI). The financial year runs from the beginning of April to the end of March, so your next rent increase is due to take effect from April 2026. Notting Hill Genesis will have written to you about this year’s rent increase in advance of the transfer, and this will be honoured by Watford Community Housing.
Notting Hill Genesis follows the same process that we do, so any changes to your rent in future years will be the same as they would have been with Notting Hill Genesis.
Service charges are reviewed every year. Your service charge covers the direct cost of services for your block and/or estate and this will not change. You will get a breakdown of your service charge along with your rent letter just as you do now.
We will always ensure that service charges are calculated accurately, so that residents are only charged for the cost of services they receive.
Like all housing associations, we review rents annually, in line with guidance from the government. Rent increases for housing associations are based on the September Consumer Price Index (CPI). The financial year runs from the beginning of April to the end of March, so your next rent increase is due to take effect from April 2026. Notting Hill Genesis will have written to you about this year’s rent increase in advance of the transfer, and this will be honoured by Watford Community Housing.
Notting Hill Genesis follows the same process that we do, so any changes to your rent in future years will be the same as they would have been with Notting Hill Genesis.
Service charges are reviewed every year. Your service charge covers the direct cost of services for your block and/or estate and this will not change. You will get a breakdown of your service charge along with your rent letter just as you do now.
We will always ensure that service charges are calculated accurately, so that residents are only charged for the cost of services they receive.
What will I have to do if I need a repair?
If you have a new repair issue you can report it to us on 0800 218 2247, by emailing repairs@wcht.org.uk or through your online account.
If you have an outstanding repair, we are now responsible. We will contact you to make an appointment for your repair to be carried out and you will be able to contact us at any time for an update.
For more information on our repairs service and how to request repairs, see here: www.wcht.org.uk/repairs
If you have an outstanding repair, we are now responsible. We will contact you to make an appointment for your repair to be carried out and you will be able to contact us at any time for an update.
For more information on our repairs service and how to request repairs, see here: www.wcht.org.uk/repairs
What do I do if I need to report anti-social behaviour?
We provide support with any concerns around anti-social or unreasonable behaviour. We expect our customers to behave respectfully and we are committed to resolving issues quickly and fairly.
You can find out more about our services here: Anti-social behaviour
You can find out more about our services here: Anti-social behaviour
Will I still be able to speak to someone in person?
Our Customer Service team are your first point of contact and they will always try to deal with your enquiry as quickly as possible.
You also have a dedicated housing officer, who can visit you at home and provide support with more complicated enquiries.
You also have a dedicated housing officer, who can visit you at home and provide support with more complicated enquiries.
Will the transfer affect my place on the housing list?
No. The local housing registers are managed by the relevant local authority, so this will not impact your position on the housing waiting list.
Can I do a mutual exchange with other Watford Community Housing and Notting Hill Genesis customers?
Yes. Mutual exchanges can happen with any social landlord or local authority across the country, so the transfer will not affect your options.
Will Watford Community Housing continue to provide maintenance, cleaning and grounds maintenance services?
Yes, we will provide these services. Any outstanding maintenance items that were not completed at transfer will have been handed over and taken on by Watford Community Housing.
Will Watford Community Housing invest in the properties? (e.g. new kitchens, bathrooms and decorations)
We will aim to visit all properties within the next 12 months. Findings from these visits will help us develop an investment plan which will include activities such as kitchen replacements and new bathrooms, as well as energy efficiency improvements.
Does Watford Community Housing carry out aids and adaptations?
To help you maintain your independence, we may be able to install mobility aids and adaptations to your home, which can make a big difference to your daily life.
You can find more information here: Aids & adaptations
You can find more information here: Aids & adaptations
How will Watford Community Housing ensure that all residents are represented and treated fairly and equally. What checks does Watford Community Housing take to ensure that policies (such as repairs) do not discriminate against people with disabilities?
Watford Community Housing is committed to providing equality of opportunity for everyone we provide services to and to the people we employ and do business with.
All residents are invited to share their Equality, Diversity and Inclusion (EDI) information, which helps us adapt services as necessary. EDI information is also used to identify any trends across complaints and dissatisfactions.
All residents are invited to share their Equality, Diversity and Inclusion (EDI) information, which helps us adapt services as necessary. EDI information is also used to identify any trends across complaints and dissatisfactions.
How will Watford Community Housing address damp and mould issues?
We understand that damp and mould is a complex and serious issue. As part of the transfer, we have received up-to-date details from Notting Hill Genesis about any existing property issues such as damp and mould, and we will continue work that is already underway. Where damp and mould is identified, we work with residents to make the necessary changes to the property as well as providing helpful advice and information on actions that residents can take to reduce damp (e.g. using ventilation and outside drying facilities).
Frequently asked questions – leaseholders and shared owners
I have already paid NHG for my management pack – do I need to pay Watford Community Housing for a new one?
No. If you have already paid for your management pack this will transfer over to Watford Community Housing. You will need to advise your solicitors of the change of provider, so your buyer is aware.
Does Watford Community Housing offer buy-back of properties?
NHG offers buy-back only on an exceptional, discretionary basis. This is in cases such as a shared owner being in extreme hardship and their circumstances making it difficult to sell through the usual processes. Watford Community Housing has a similar policy, and requests would be considered on a case-by-case basis.
Can I sell my home on the open market?
For shared ownership customers, leases include a nominations clause which usually gives an 8-week exclusivity marketing period. If a sale is not found during this period, the shared owner may go to the open market. Any existing terms in your lease will have transferred over to Watford Community Housing. Please review your lease and speak to the Watford Community Housing resales team when you come to actively market your home.
Can residents still staircase?
Yes, you will be able to staircase in the usual way up to 100% value of your home.
Does Watford Community Housing offer the option of replacing kitchens/bathrooms and recharging the costs to shared owners?
This is not a service we currently offer. This is mainly due to practical reasons as we normally replace multiple kitchens at a specific time with a standard specification. This generally would not fit in with shared owners’ requirements.
If Watford Community Housing carries out works like window replacements, will the actual costs of these or other works be shared with leaseholders?
Where you live in a block or are part of a wider estate, you will be required to pay your share of the cost for managing and maintaining the common areas and shared services to Watford Community Housing. This includes communal cleaning, grounds maintenance and planned maintenance programmes like window replacements and roof repairs or upgrades.
For planned works like windows or roof replacements, customers are notified in advance, and a section 20 notice is issued. You are liable to pay your proportion of the works in accordance with your lease.
For planned works like windows or roof replacements, customers are notified in advance, and a section 20 notice is issued. You are liable to pay your proportion of the works in accordance with your lease.
Have warranties for building investment work carried out by contractors engaged by NHG transferred over to Watford Community Housing?
Yes, warranties for works completed by contractors have also transferred from NHG to Watford Community Housing.