Hendon Christian Housing Association (HCHA) agreed to transfer its homes to Watford Community Housing following a consultation process with tenants carried out during August and September 2024. The transfer was completed on 31 October 2024.
We are now responsible for maintaining these homes and providing services to the customers living in them.
With housing associations operating in a challenging economic environment and with increased regulatory requirements, the transfer will help to ensure that HCHA customers continue to have well-maintained homes and good-quality services.
This video sets out why the transfer was proposed and what HCHA customers can expect from Watford Community Housing:
For more information, see the press release: Watford Community Housing completes stock transfer from Hendon Christian Housing Association
What this means for HCHA customers
HCHA wrote to all its customers to inform them of the proposed transfer and invite questions and feedback. The consultation period ran until 16 September 2024. HCHA’s Board gave careful consideration to the feedback given during the consultation and then approved the transfer.
The transfer was completed on 31 October 2024, with HCHA’s assets and liabilities (including all of its social housing homes and services) being transferred to Watford Community Housing.
If you were an HCHA customer, Watford Community Housing is now your landlord and you should contact us with any enquiries about your home or your tenancy.
We wrote to all HCHA customers with all the information you need about how to pay your rent, access our services and get support with any queries you have. If you need any further information, please do not hesitate to contact us.
Frequently asked questions
For more information on the transfer, check out our FAQs below – please click on the questions for more information.
Why did this transfer happen?
HCHA decided that merging with a larger landlord was the best way to make sure that tenants receive good-quality services.
The transfer ensures that additional resources are available to maintain homes to the highest standards of repair and safety. It will also bring wider benefits to HCHA customers through more robust and additional services – there is more information below on the services we offer tenants.
Transferring has also allowed HCHA’s social purpose to continue and ensure there is the capacity to comply with regulations and meet the demands of the external operating environment.
Watford Community Housing was chosen as the preferred partner for this transfer, as we have similar values to HCHA, and we are a registered provider of social housing with charitable objectives.
Together, HCHA and Watford Community Housing believe that the transfer will bring the following benefits for residents:
The transfer ensures that additional resources are available to maintain homes to the highest standards of repair and safety. It will also bring wider benefits to HCHA customers through more robust and additional services – there is more information below on the services we offer tenants.
Transferring has also allowed HCHA’s social purpose to continue and ensure there is the capacity to comply with regulations and meet the demands of the external operating environment.
Watford Community Housing was chosen as the preferred partner for this transfer, as we have similar values to HCHA, and we are a registered provider of social housing with charitable objectives.
Together, HCHA and Watford Community Housing believe that the transfer will bring the following benefits for residents:
- a consistently better and more accessible housing management and repairs service – we have been awarded the highest grading for our service by the Regulator for Social Housing
- services to residents which are updated in line with changing government regulations and standards
- a team with experience of services to older people, and people with visual impairments
- an organisation that is committed to listening to residents
Are there any disadvantages to the transfer?
Both HCHA and Watford Community Housing looked carefully at the consequences of this proposal and, through a process known as due diligence, we worked to ensure that the transfer would mean no material detriment to tenants.
It may take some time to align the systems and people from both organisations which may mean that you do not see all planned improvements immediately. However, we expect that you will quickly see changes and a more visible and accessible housing and repairs service.
It may take some time to align the systems and people from both organisations which may mean that you do not see all planned improvements immediately. However, we expect that you will quickly see changes and a more visible and accessible housing and repairs service.
Why couldn’t HCHA manage our homes?
HCHA did not have a full staff team and it did not have enough homes to make the cost of employing staff viable. HCHA invited several housing associations to submit proposals for a possible transfer, and received proposals from both Watford Community Housing and Christian Action Housing Association. After considering both proposals, they selected us as the partner, based on our record of delivering good-quality services.
What is Watford Community Housing offering former HCHA customers?
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.
Former HCHA customers now have access to our full range of services, which include:
We are committed to listening to our residents and acting on their feedback. We offer a number of ways for tenants to get involved in our work. You can find out more here: www.wcht.org.uk/get-involved/
We are also a proud member of Homes for Cathy, a group of housing associations and homelessness charities united by our aim to end homelessness – together we own and manage over 1.34 million homes. All members sign up to nine homelessness commitments, developed with Crisis, which guide and benchmark best practice within our organisations.
You can find out more about our services by reading our service standards.
Former HCHA customers 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 at www.wcht.org.uk
- A wide-ranging repairs, maintenance and home improvement service, including energy efficiency improvements for poorly performing homes below EPC C level
- Funding for aids and adaptations in your home to help you maintain your independence
- Access to support from our dedicated Tenancy Sustainment 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 locals projects and groups – find out more here: www.wcht.org.uk/community/
- Community events and clean-up days
We are committed to listening to our residents and acting on their feedback. We offer a number of ways for tenants to get involved in our work. You can find out more here: www.wcht.org.uk/get-involved/
We are also a proud member of Homes for Cathy, a group of housing associations and homelessness charities united by our aim to end homelessness – together we own and manage over 1.34 million homes. All members sign up to nine homelessness commitments, developed with Crisis, which guide and benchmark best practice within our organisations.
You can find out more about our services by reading our service standards.
How do I contact Watford Community Housing?
How will Watford Community Housing support visually impaired customers?
If you are blind or partially sighted, we are happy to engage with you to understand your needs and how you would prefer to receive communications from us. Our Housing team can provide support as required and we can provide communications by email for people who use screen-reading software.
What has happened to my tenancy agreement?
There were no changes to your tenancy agreement. Watford Community Housing simply took over the contract and we will continue to honour your agreement. All your original terms and conditions remain unchanged.
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 2025.
HCHA followed 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 HCHA.
Service charges are reviewed every year. Your service charge covers the direct cost of services for your block and/or estate and this would not change.
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 2025.
HCHA followed 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 HCHA.
Service charges are reviewed every year. Your service charge covers the direct cost of services for your block and/or estate and this would not change.
We will always ensure that service charges are calculated accurately, so that residents are only charged for the cost of services they receive.
Do I need to change how I make my rent payments?
You should now be paying your rent to Watford Community Housing.
If you have any concerns, your new housing or scheme officer can work with you to make sure you know how to make payments to us, and help you get set up.
There are lots of different ways to pay rent to us, including direct debit, standing order, and through our website. We can also send you a new rent card, which you can use to make payments over the phone, at the Post Office or other PayPoint locations, by text message and through the allpay website or phone app.
Find out more about ways to pay your rent at www.wcht.org.uk/pay
If you have any concerns, your new housing or scheme officer can work with you to make sure you know how to make payments to us, and help you get set up.
There are lots of different ways to pay rent to us, including direct debit, standing order, and through our website. We can also send you a new rent card, which you can use to make payments over the phone, at the Post Office or other PayPoint locations, by text message and through the allpay website or phone app.
Find out more about ways to pay your rent at www.wcht.org.uk/pay
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 do I have to do if I need a repair?
We will pick up any outstanding repairs that have not been completed. If you need to request a new repair, please contact us.
For more information on our repairs service, see here: www.wcht.org.uk/repairs
Watford Community Housing will check all the former HCHA homes against the government’s Decent Homes Standard and put together a plan to bring homes up to standard..
For more information on our repairs service, see here: www.wcht.org.uk/repairs
Watford Community Housing will check all the former HCHA homes against the government’s Decent Homes Standard and put together a plan to bring homes up to standard..
Has my repairs, grounds maintenance or cleaning contractor changed?
Yes, your services are now being provided by Watford Community Housing and our contractors. We have a dedicated in-house repairs team. For cleaning and grounds maintenance, the contractor Accuro works alongside our in-house Estates team.
Is there still a scheme manager at Vernon House?
Vernon House has been brought into Watford Community Housing’s Independent Living service, with a scheme officer being present regularly throughout the week.
What do I do if I need to report anti-social behaviour?
If you need to report a problem, please contact us.
We will 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
We will 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
Will the transfer affect my place on the housing list?
No. The local housing registers are managed by the relevant local authority, so the transfer has not impacted your position on the housing waiting list.
Will I be able to do a mutual exchange with other Watford Community Housing and HCHA 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 I still be able to speak to someone in person?
Our Customer Service team are now 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 or scheme officer, who can visit you at home and provide support with more complicated enquiries.
You also have a dedicated housing or scheme officer, who can visit you at home and provide support with more complicated enquiries.