Watford Community Housing displayed its dedication to its customers during Covid by carrying out hundreds of welfare calls.

Between April and September 2020 alone, it completed 752 calls to older and vulnerable customers. The housing association also awarded £250 welfare grants to 138 households.

Formed in 2007, Watford Community Housing owns and manages more than 5,000 homes across South-West Hertfordshire, with a focus on providing much-needed homes for lower-income households.

As a Community Gateway organisation, it puts residents at the heart of its work and they are encouraged to become members so they can vote and make decisions which help to shape the organisation's future.

Keeping employees informed has been a priority during the pandemic and staff have also been encouraged to share any concerns.

This could be with chief executive Tina Barnard at one of her regular virtual ‘Tea/Coffee with Tina' sessions or by giving feedback to the ‘Coronavirus Digest newsletter for employees. Issues can also be raised anonymously, via the ‘Ask Tina' section on the intranet.

The organisation's emphasis has shifted to output, rather than hours worked, to allow flexibility for parents and employees with other caring responsibilities.

Pay is performance-related, reflecting the housing association's belief that rewarding employees increases productivity, job satisfaction, happiness, loyalty and retention.

The annual staff awards, which were held virtually, celebrated 139 successes and milestones. Frontline workers' calendars were cleared to allow them to participate, senior management dressed up for the ceremony and winners had celebratory snaps taken in a virtual photo booth.