Our out-of-hours service provider has changed!

For the last few years our out-of-hours provider has been Orbis. On Monday 12 June 2023, we made the switch to a new provider, Lemon!

When our Customer Contact Centre is shut, for example after work hours or when staff are on training, your calls are automatically redirected to our out-of-hours service, Lemon. You can also contact them directly by emailing watfordcommunityhousing@thesupportcentre.co.uk. 

This change was implemented directly from your feedback. This is following on from customer scrutiny sessions lead by our Gateway Membership Team (GMT); first on the quality of customer contact in 2022 and secondly on our ‘out-of-hours services’ in February 2023. Colleagues and customers were involved in reviewing the tenders and suppliers and ultimately fed into the final decision for the new contract. 

Chris Blackett, Chair of the GMT, said, “A key part of the GMT’s role is scrutiny, in which we look at key services, such as our customer contact, and work closely with tenants to highlight problems and make sure they are addressed. As Chair of the GMT, I am proud to see such great collaboration between residents and staff on a project that will make a positive difference to the customer experience when they contact Watford Community Housing.”

We know that this service has previously not met our customers’ expectations and we are delighted to be able to work with them to put this right. We have been working closely with the management at Lemon to ensure this is a seamless change and that they provide a fantastic service to you while our offices are shut – we are very excited about this new partnership!

If you have any questions or would like more information, please contact our Customer Services team at 0800 218 2247 or by emailing enquiries@wcht.org.uk.