Your tenancy

Leaseholders & shared owners

As a homeowner, we know you'll expect a good experience with us, and in return we'll ask you to meet certain responsibilities.

Who is responsible?

To find out our responsibilities, and what we expect from you as a leaseholder or shared owner, please refer to your lease and your handbook.

If you have any questions about your lease, or you are looking to sell your property, please refer to your handbook for more information.

Shared owner and leaseholder sessions

We understand that being a shared ownership customer or a leaseholder means that you have a different relationship with us as a landlord.

To ensure that we are listening to the needs of all our customers, we hold dedicated sessions throughout the year for leaseholders and shared owners to ask any questions about the services we provide.

Due to the positive feedback that we have received from the previous sessions, we will be hosting more to ensure we continue to listen and improve.

Upcoming events

	Topic	Date and time	Location
Shared owner session	Our services	29 October 2024 – 6.30-8pm	Zoom only
Shared owner session	Our services	11 February 2025 – 6.30-8pm	Zoom only
Leaseholder session	Our services	13 February 2025 – 6.30-8pm	Zoom only

To book your place, and to submit any questions in advance, please email community@wcht.org.uk.

After each session we will updating our action tracker so you can see what improvements we have made so far.

Action trackers

Leaseholder Action Tracker October 2024

Shared owner questions October 2024

Leaseholders and shared owner FAQs

How do I request a repair?

If you need a repair or any maintainance inside of your home, please check your lease first to confirm whose responsibility it is before you contact us.

If you need to request a repair relating to the exterior of your home or a communal area, please contact our Customer Services team, who will be more than happy to book an appointment for you. You can contact them either by email on enquiries@wcht.org.uk or by calling 0800 218 2247.

What should I do if I want to make changes to my home?

If you’re looking to make any changes to your home, other than basic cosmetic improvements, please make sure that you’ve received our written permission before starting any works.

You can request permission by completing the form below and sending this for the attention of our Customer Relations department, either by email to customerrelationsteam@wcht.org.uk or by post.

Application for alterations form

What if I've changed my name and need to change it on my leasehold/ shared ownership documents?

To change the name(s) on your lease or shared ownership agreement, you will need to contact your solicitors.

To correct the spelling of your name on our records, you will need to fill out this form here to let us know: Leaseholder change of name form

Please note that you'll need to bring the completed form, with the appropriate documentation, into our head office on Clarendon Road to confirm the change of name. Please make an appointment to visit our head office by calling 0800 2182247 or emailing housing@wcht.org.uk.

How do I make a payment for my rent and service charges?

There’s lots of different ways to pay, so you can choose the method which suits you best.

To set up a direct debit, please give us a ring on 0800 2182247 or fill out and return the direct debit form here.

You can pay online with Allpay. You’ll need your 19-digit payment number on your rent card to do this – if you don’t have one, please call us.

You can also call Allpay and pay using the automated phone service – call 0844 557 8321 and have your 19-digit payment number to hand in order to make the payment.

If you have a smartphone, you can pay via the Allpay app or textpay. Find out more about these here.

You can also pay by bank transfer. For the full details of who to transfer money to, please refer to the leaseholder and shared owner handbook.

I am a shared owner looking to buy a greater share of my home – how do I do this?

Your lease will provide you with the increments in which you can purchase further shares of your home, and your handbook explains the process in more detail.

You can then put in your request to purchase more shares in writing (signed) and send this for the attention of:

The Commerical and Sales team
Gateway House
59 Clarendon Road
Watford
WD17 1LA

How do I report anti-social behaviour or other issues?

If you are experiencing anti-social behaviour, estate issues, health and safety concerns or any other issues, you can report them to your Housing Officer. If you are unsure who your Housing Officer is and how to contact them, visit our webpage here.

I've got some feedback for you – how can I get in touch?

It’s really helpful for us to receive feedback on our service to you. If you’d like to let us know how we’re doing, you can either email feedback@wcht.org.uk, call us on 0800 2182247 or fill out the form on our feedback page.

Who is my point of contact?

This will depend on what the contact is required for. If you are looking to sell your home, purchase further shares or extend your lease, then you will need to follow the relevant instructions in the handbook.

In most cases, you or your legal representative will be required to refer to your lease and make contact in writing, either in post or via email to commercialandsalesteam@wcht.org.uk.

For anything else such as service charges, repairs etc, please refer to your handbook for the relevant information and contact details.

Leaseholders & shared owners

Who is responsible?

Shared owner and leaseholder sessions

Upcoming events

Action trackers

Leaseholders and shared owner FAQs

Additional information

Your handbook

Your tenancy

Homes to buy

How does shared ownership work?