Watford Community Housing and Thrive Homes have come together to form a new Community Gateway housing association, which builds on our strengths and ensures even better homes and services for our residents.
On Monday 23 March 2026, the Boards of both organisations agreed to proceed with the merger after careful consideration of the final business case. They took into account detailed information gathered through the due diligence process and feedback from our ten-week customer consultation, which gave Watford Community Housing and Thrive residents the chance to share their views on the proposal. You can read the formal announcement here.
On 1 June the legal merger completed and we became Chime Housing. You can find out new website here.
You can find more information on this page about the background to the merger, including our FAQs for residents.
Listening to you: our customer consultation
Our resident consultation ran from November 2025 to 1 February 2026, giving all residents the chance to give us feedback and help to shape the new organisation.
To make sure the consultation was fair, transparent and inclusive, we partnered with Tpas – The Tenant Engagement Experts. Tpas is an independent tenant engagement specialist with over 30 years of experience helping residents to have a meaningful voice in decisions that affect their homes and communities.
We hosted a range of online and in-person engagement sessions, as well as gathering views through a survey. People were offered a range of ways to share their feedback with us.
Here are some of the key findings from the consultation:
- In total 766 households engaged with us, representing around 5% of the homes owned and managed by Thrive Homes and Watford Community Housing.
- 75% of residents said that the information we communicated about the merger was ‘somewhat’ or ‘very’ clear, showing that people understood the proposal.
- 58% of residents were either positive or neutral about the merger.
- Repairs, service quality and trust ranked among the most prevalent concerns identified by residents. For leaseholders, the cost of major works and long-term financial implications were the main concerns.
- Better-informed residents tended to be more positive about the merger – people who were clear about the proposal were more confident and optimistic.
- Overall, residents are cautiously optimistic, seeing the potential for increased resilience and investment.
- Residents wanted reassurance that we wouldn’t lose touch with local communities, and a commitment to resident-led governance and good communication.
Our promise to residents
Through our resident consultation, we have listened carefully to your views and we will act on them to set the key priorities for the new organisation through to 2030.
By coming together, we will build on our existing strengths to improve the services we provide and deliver more for residents.
Based on your feedback, here is our promise to you:
- We will deliver an improved repairs service, retaining our in-house teams of repairs operatives and bringing in more people with the expertise to enhance our service
- The merger will not affect how much rent you pay for your tenancy – we will continue to be bound by the government’s rent-setting formula
- With the savings we will make by combining our leadership teams, we will increase our customer-facing teams and retain the local bases we have now – meaning that there will be more people to support residents and deliver great services
- We will offer residents more ways to engage with us and find information about our services, giving you more choice in how you get in touch and making it easier to get excellent services from us
- As a Community Gateway housing association, we will promote membership opportunities and increase the number of engaged residents who influence our work
Your home, your voice
Watch this video to find out more about the merger, why it was proposed and how residents can benefit from being part of a larger Community Gateway housing association.
Frequently asked questions
What will the merger mean for customers?
Watford Community Housing and Thrive Homes will come together to form a new organisation with a new name, which will be your landlord.
You will retain all your existing tenancy rights, terms and conditions. If you are a shared owner or leaseholder, the terms of your lease will stay the same.
You will retain all your existing tenancy rights, terms and conditions. If you are a shared owner or leaseholder, the terms of your lease will stay the same.
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 are now.
The new organisation 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 do now.
The new organisation 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 do now.
Will I need to change how I make my rent payments?
Nothing is changing immediately, so you should continue to pay your rent to Watford Community Housing as normal.
Following the merger, you will be able to pay in the same way you do now. We will tell you nearer the time about any changes you need to make to the payee’s details.
Following the merger, you will be able to pay in the same way you do now. 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?
There won’t be any immediate changes to your services. You should continue to contact us as usual to request repairs or support, or to raise issues or concerns.
Through our resident consultation we have listened carefully to your views and they will form key priorities for the new organisation. As part of Our Promise to Residents, following the merger, you will still have access to the full range of services you have now. With savings we make by combining our leadership teams, we will increase our customer-facing teams and retain the local bases we have now – meaning that there will be more people to support you and deliver great services.
Through our resident consultation we have listened carefully to your views and they will form key priorities for the new organisation. As part of Our Promise to Residents, following the merger, you will still have access to the full range of services you have now. With savings we make by combining our leadership teams, we will increase our customer-facing teams and retain the local bases we have now – meaning that there will be more people to support you and deliver great services.
Will repairs be affected by the merger?
We will continue to deliver our repairs service as normal, both in the run-up to the merger and once it is completed, 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.
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. Both organisations 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.
Why are the two organisations merging?
We believe that 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.
The new organisation will have more than 13,000 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.
The new organisation will have more than 13,000 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.
Why did we choose Thrive Homes?
We believe that Watford Community Housing and Thrive Homes are a natural fit for a partnership as we have a lot in common, including where our homes are.
Both organisations are similar in size and age, and we have a similar history as we were created through large-scale voluntary transfers from local authorities just under 20 years ago.
We also operate in neighbouring areas with significant overlap. While our homes are in Hertfordshire and North London, Thrive has homes across Hertfordshire, Bedfordshire, Buckinghamshire and Oxfordshire.
We also share similar values, and these will 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 will be a merger between two equal partners, to create a new organisation that can do more.
Both organisations are similar in size and age, and we have a similar history as we were created through large-scale voluntary transfers from local authorities just under 20 years ago.
We also operate in neighbouring areas with significant overlap. While our homes are in Hertfordshire and North London, Thrive has homes across Hertfordshire, Bedfordshire, Buckinghamshire and Oxfordshire.
We also share similar values, and these will 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 will be a merger between two equal partners, to create a new organisation that can do more.
What are the benefits of the merger?
We believe that joining forces will allow 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
Are 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.
Through our resident consultation, we have listened carefully to your 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 which is available to read above.
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.
Through our resident consultation, we have listened carefully to your 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 which is available to read above.
Have we consulted residents?
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.
Click here for more information about the consultation.
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.
Click here for more information about the consultation.
Will our Community Gateway status be affected?
No, the new organisation will follow the Community Gateway housing model and you will retain all of your existing rights as a member.
What does it mean to be a Community Gateway housing association?
To ensure that customers are at the heart of the new organisation’s decision-making, it will be a Community Gateway housing association.
Watford Community Housing is already a Community Gateway organisation, which means that residents can get involved with how the organisation is run, and help make decisions about what we do and the services we provide.
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.
Watford Community Housing is already a Community Gateway organisation, which means that residents can get involved with how the organisation is run, and help make decisions about what we do and the services we provide.
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.
Will the way I contact you change?
No, you will still be able to contact us in the same ways you do now.
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.
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.
Will I still have the right to buy/right to acquire?
If you already have the right to buy or acquire, you will not lose that right. You will continue to be able to exercise the right in the same way you can now.
Will the merger 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.
Will I be able to do a mutual exchange with Thrive Homes customers?
Yes. Mutual exchanges can happen with any social landlord or local authority across the country, so the merger will not affect your options.
Will we keep our focus on the local area?
Yes, local knowledge is very important to both Watford Community Housing and Thrive Homes. We already operate over neighbouring areas with significant crossover, so our shared geography ensures that a new organisation will retain our local focus and our understanding of the areas we serve.
As a larger single housing association covering these areas, we will be well placed to build on our strong track record of partnership working with other local organisations to meet the needs of our communities.
The new organisation will also retain our existing commitment to investing in projects and initiatives in our local areas.
As a larger single housing association covering these areas, we will be well placed to build on our strong track record of partnership working with other local organisations to meet the needs of our communities.
The new organisation will also retain our existing commitment to investing in projects and initiatives in our local areas.
What will the new organisation be called?
The name of the new organisation has not been decided yet. We will use the feedback that residents have given us through our customer consultation, events and workshops to help inform any choices about the identity of the new organisation, and we will announce the name of the new organisation in due course.
What will happen next?
Now that the Boards of Watford Community Housing and Thrive Homes have approved the merger, there are some governance and registration steps that need to take place. We then expect the legal merger to complete on 1 June 2026. This is when we legally become one organisation.
There will then be a period of time to integrate our services to function as a single organisation. We would expect this to take around 12-18 months.
There will then be a period of time to integrate our services to function as a single organisation. We would expect this to take around 12-18 months.
How will this affect Watford Community Housing employees?
As part of the merger talks, we have worked to agree the new organisation’s Board, Executive Team and Leadership Team, to ensure we have the best possible people to deliver for customers of Watford Community Housing and Thrive Homes.
Details of who will become the Board Chair, the Chief Executive and the Executive Team have been officially announced on our website.
The main aim of the proposed merger is to create an organisation that can do more for customers, so we will be looking to ensure that the new organisation has the right people to deliver for our communities.
Details of who will become the Board Chair, the Chief Executive and the Executive Team have been officially announced on our website.
The main aim of the proposed merger is to create an organisation that can do more for customers, so we will be looking to ensure that the new organisation has the right people to deliver for our communities.
Who should I speak to if I have questions about the merger?
If you have questions or would like to speak to someone about the merger, you can speak to us directly.
To get in touch:
To get in touch:
- Call 0800 218 2247
- Email merger@wcht.org.uk
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.
How are residents being kept informed about the merger?
Both organisations have committed to using clear, proactive communication across multiple channels.
Information about the merger and the consultation has been sent out to every household in Watford Community Housing's resident magazine (Voice) and via a flyer through Thrive Homes residents' doors.
Both organisations have also communicated with residents via email and text message, as well as sharing information on our websites and through social media channels, to help ensure residents are kept informed about the merger.
Information about the merger and the consultation has been sent out to every household in Watford Community Housing's resident magazine (Voice) and via a flyer through Thrive Homes residents' doors.
Both organisations have also communicated with residents via email and text message, as well as sharing information on our websites and through social media channels, to help ensure residents are kept informed about the merger.
How have you made sure all residents are receiving the same information?
Our approach to communication aims to ensure equal access to information for all residents, regardless of how they usually engage.
Both organisations are working closely together and have used multiple channels of communication, including SMS (text message), email and newsletters.
We made printed information available for residents at our in-person drop-in sessions. We are also happy to provide additional support or translated versions of the information on request.
Both organisations are working closely together and have used multiple channels of communication, including SMS (text message), email and newsletters.
We made printed information available for residents at our in-person drop-in sessions. We are also happy to provide additional support or translated versions of the information on request.
Will the organisation remain a charity after the merger?
Yes, the new organisation will be a charitable, not-for-profit Community Gateway housing association.
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 opportunitiy for us to learn what has worked and take on best practice from each organisation.
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 subsidiary companies under the new merger?
There are no plans to make any changes to Watford Community housing's subsidiary companies as a result of the merger.
Will you share how much the merger has cost both organisations?
The organisations are committed to transparency and will share information about merger costs through normal reporting processes.
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.