Coronavirus - customer information

Throughout the coronavirus pandemic, our top priority is the safety and wellbeing of our customers, staff and communities.

Your safety remains our top priority and we still have some measures in place to help protect you and minimise the spread of Covid-19. We are continuing to provide our full array of services for customers, while monitoring the government's advice and following official guidance.

For the latest information on our services and what we are doing to provide support and reassurance during the pandemic, check out our Frequently Asked Questions below.

For the latest government advice on coronavirus, click here.

Last updated: 24/1/22

What is Watford Community Housing doing to protect customers?
Our top priority is protecting our customers, as well as our staff and communities.
We have followed government guidance throughout the pandemic, implementing new operating procedures to reduce face-to-face contact and cut the risk of infection. Now that legal restrictions have been lifted, we are continuing to follow the government’s advice and taking precautionary measures to help keep people safe.

If we are visiting your home, please let us know if you would prefer our staff member to wear a face covering while they are in your home. 
How should I get in touch?
You can contact us in the usual ways. We will be able to respond more quickly if you contact us by email on or use our online services by clicking here. Alternatively, you can call us on 0800 218 2247.

You can use your online account to report any repairs that are needed, manage your tenancy, pay your rent, report anti-social behaviour, give us feedback and message us directly.
How should I report an emergency?
If you have a problem that is a risk to your health, safety or security, please call us on 0800 218 2247 as usual. This line operates 24 hours a day and switches to our out-of-hours service at evenings and weekends.
Are repairs still being completed?

Yes, all repairs are being carried out. You can request new repairs through your online account, by calling our Customer Service team on 0800 218 2247 or by emailing

If you have reported a repair, you should have received a text message to let you know that we have logged your repair. If you need to confirm or change your appointment you can get in touch with us through your online account or by calling 0800 218 2247. Please note that there is no need to call us again if you have already reported a problem – the best way to monitor the status of your repair is through your online account. 

Some types of repair are currently taking a little longer to complete, but please be assured that we will get to you as soon as possible.

I need to cancel a repair as I am self-isolating – how can I do this?

You can cancel your repair using one of these methods:

  • Log in to your online account to send us a message (you can register for a new account if you don't have one yet):
  • Email and give details of the appointment you would like to cancel.
  • Call us on 0800 218 2247. 
I am self-isolating, but need an emergency repair carried out – what should I do?
If you are self-isolating and have an emergency repair, we will attend but we require your help to minimise the risk to our operative. Please tell us that you are self-isolating when you contact us to book your repair. We will then advise you of the procedure that you will need to follow when we attend.
Is the office open for visitors?
Our office is open to visitors between 8.30am and 5.30pm, but where possible we would prefer to arrange to visit you at home. We are also happy to talk to you by phone or video call.

If you need to speak to a member of the team, please get in touch to find out how we can help. Remember you can also manage lots of aspects of your tenancy through your online account.

To make an appointment, or for all general enquiries, you can email or call 0800 218 2247.
I have a gas safety appointment scheduled – will this still happen?
All gas servicing and safety checks are continuing as usual, in line with advice from the government, Gas Safe and the Regulator of Social Housing. Please bear in mind that annual gas inspections are a legal requirement to ensure that your home remains safe, so if you have one booked you will still need to give us access, in line with your tenancy agreement.

If you have had a gas servicing and safety check in the last few months, you may also be contacted by Morgan Lambert, who are now carrying out audits of our gas safety checks to ensure the work is carried out to a high standard.  
How often do you clean communal areas?
We are working with our contractor, Accuro, to undertake cleaning works in heavily used communal areas and at Independent Living schemes. The chemicals used are also the correct type to combat the spread of infection.
Hand-washing remains the most important thing that can be done to combat the virus, so we will continue to provide additional hand-cleaning products to staff and in the communal areas of shared blocks.    
How can I pay my rent?

There are lots of different ways to pay your rent.

Direct debit
This is the easiest way to make sure your rent is paid on time. You can complete this form and return it to us, or email us on

Standing order
Set up a standing order with your bank using these details.

Payment to: Watford Community Housing Trust
Account No: 33164985
Sort code: 20-00-00

You will also need to supply your tenancy reference number, which you will find on any correspondence from our Housing team. If you do not know your number, you can email us on with your details and we will send you your tenancy number.

Through your online account
Click here to log in to your online account (or register for a new account).

Call Allpay
You can call Allpay on 0330 041 6497 (you will need the 19-digit number from your rent card).

Pay on Allpay's website
Visit Allpay's website here.

Get the Allpay app
Download the Allpay app and follow the instructions.
What if I have difficulties paying my rent because my income has been affected?

We understand that the pandemic is affecting lots of people in different ways – and we are here to help you, so please don’t suffer in silence. Please email us at and we will offer you help and advice, including making sure you are receiving any benefits you are entitled to, so that you can continue to make payments. You can also speak directly to your Housing Officer for support.

You may want to visit the ‘Entitled to' website for further information and advice on financial support.

If you are struggling, you may also qualify for additional help with your general household bills:

Council tax

Council tax bills will be payable as normal, although we would urge anybody in financial hardship to contact their local authority.​

Household utilities
Household utility companies are offering their customers more flexibility to make payments and those in support of benefits and Universal Credit are entitled to lower tariffs.

Affinity Water has a range of ways to help – they can be found here.

You can also contact your utility suppliers directly and you should be able to find information about ways to pay in emails from your supplier and on the back of account statements. If you require any help applying for reduced tariffs please contact our Tenancy Support team at

How can I view my rent statement?
Rent statements are not automatically sent to you by post. You can view an up-to-date statement at any time through our website – click here to log in or sign up for an account now.

Alternatively, if you need a paper copy please call us on 0800 218 2247 and we'll pop one in the post to you.
Are there any other organisations that can provide help, support and guidance?
You can contact HertsHelp – a network of community organisations in Hertfordshire working together. They are here to listen and help you find independent support, guidance and information to get the most out of life. You can call 0300 123 4044 or email

More information about support services can also be found at

Here are some other organisations who may be able to offer help and support:

The Ollie Foundation – mental health and suicide support

Sign Health – support for people who are deaf or have hearing impairments

There has also been an increase in reported scams during the coronavirus pandemic, so please be cautious if you receive phone calls or emails from anyone you don't know. For more information on fraud and cyber crime, you can visit the Action Fraud website here or download the Met Police's Little Book Of Scams here. You can also see information from Hertfordshire Constabulary on avoiding Test and Trace scams here