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What you can claim for

  1. 01Damp and mould
  2. 02Leaks
  3. 03Heating or hot water
  4. 04Electrics
  5. 05Windows or doors
  6. 06Pests
  7. 07Structure or roof
  8. 08Something else

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Report Repair · FCA authorised, FRN 830182

Independent · not part of Chime Housing

Chime Housing repairs: how to report a repair, phone numbers and timescales

How to report a repair to Chime Housing: the repairs phone numbers and emergency line, reporting a repair online, and how long Chime has to fix it.

Other names: Watford Community Housing, Watford Community Housing Trust, Thrive Homes, Thrive Homes Limited

By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: wcht.org.uk

Your repairResidents

Has Chime Housing been told about the repair?

Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Chime’s repair contacts

Free to check · About 2 minutes

Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Chime’s emergency line is here.

How to report

Reporting a repair to Chime Housing

  1. 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
  2. 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
  3. 03Get a reference number. Write it down with the date, and keep photos of the problem.
  4. 04Chase it if it’s late. If Chime misses its own target, complain. You may also be able to claim.
  • Emailenquiries@wcht.org.uk
  • Out-of-hours emailwatfordcommunityhousing@thesupportcentre.co.uk (emergency out-of-hours service)
  • Former Thrive Homes tenantsReport online through the myThrive Hub, by live chat on thrivehomes.org.uk or by email to enquiries@thrivehomes.org.uk
  • Former Thrive Homes tenants onlineReport repairs through the myThrive Hub (account needed).

Emergency repairs

When to call Chime straight away

Phone Chime straight away if anything puts someone in danger or leaves your home unsafe. Weekdays 8:30am to 5:30pm. Outside these hours, calls about emergency repairs go to the out-of-hours service. The number is in Chime’s repair contacts.

  • 01Leaks that can’t be contained
  • 02Urgent plumbing problems
  • 03Loss of heating or hot water
  • 04Carpentry or locksmith emergencies
  • 05Electrical emergencies

What counts as an emergency, from wcht.org.uk.

Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Chime.

Timescales

How long Chime Housing has to fix it

Chime doesn’t publish repair targets on its website. These are the legal limits under Awaab’s Law.

Type of repairChime’s targetLegal limit (Awaab’s Law)
Damp and mould that’s a significant riskAsks tenants to report condensation, damp and mould straight away by phone or email, with photos and any health or vulnerability details, and says serious issues will be followed up as soon as possible.Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days

Chime’s damp and mould commitment, checked 8 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.

Reported a repair and it still isn’t fixed? You could claim compensation.

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Your options

If Chime Housing doesn’t fix it: your options

Claim compensation

Make a disrepair claim

A law firm on our panel takes it up with Chime for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.

Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees

Complain

Complain to Chime

This can get Chime to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Chime to put things right.

How to complain

You can do both: a complaint can carry on while a law firm makes your claim.

Complaining to Chime

Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.

  1. Stage 1

    Complain to Chime

    Acknowledged within 5 working days, with a reply within 10 working days of that (the Code’s limits).

  2. Stage 2

    Ask for a review

    If you’re not happy, a reply within 20 working days (the Code’s limit).

  3. Then

    Housing Ombudsman

    Independent. It can order Chime to put things right.

Chime’s complaints page

Contacts

Chime Housing’s repair contacts

Report to Chime HousingResidents
Repairs line · Watford Community Housing tenants0800 218 2247Weekdays 8:30am to 5:30pm. Outside these hours, calls about emergency repairs go to the out-of-hours service.
Repairs line · former Thrive Homes tenants0800 917 6077Emergency repairs can be reported 24 hours a day, 7 days a week on this number.
Onlinemyaccount.wcht.org.ukReport and manage repairs 24 hours a day through your online account (Watford Community Housing tenants).
Ask for a reference number and keep it.

Reported it and still waiting? You could claim compensation.

Start your claim

Questions

Chime Housing repairs: questions

What is Chime Housing’s repairs number?

0800 218 2247 (Repairs line) or 0800 917 6077 (Repairs line). Weekdays 8:30am to 5:30pm. Outside these hours, calls about emergency repairs go to the out-of-hours service.

What is Chime Housing’s emergency or out of hours repairs number?

0800 218 2247 (Repairs line · Watford Community Housing tenants). Weekdays 8:30am to 5:30pm. Outside these hours, calls about emergency repairs go to the out-of-hours service.

Can I report a repair to Chime Housing online?

Yes, at myaccount.wcht.org.uk. Report and manage repairs 24 hours a day through your online account (Watford Community Housing tenants).

What does Awaab’s Law mean for Chime Housing tenants?

Since 27 October 2025, Chime must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Chime’s own damp and mould commitment: Asks tenants to report condensation, damp and mould straight away by phone or email, with photos and any health or vulnerability details, and says serious issues will be followed up as soon as possible.

How do I complain about a repair to Chime Housing?

Complain to Chime first, online, by email (feedback@wcht.org.uk) or by phone on 0800 218 2247. It should acknowledge your complaint within 5 working days and reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.

Can I claim compensation from Chime Housing?

You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Chime Housing for you. It’s free to check.

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Is Report Repair part of Chime Housing?

No. Report Repair is independent and not part of Chime Housing or any council or housing association. We show Chime’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.

Repair problems

What Chime has to fix, by problem

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