Your Home. Your Voice. Your Vote
As we move towards becoming a Community Gateway Housing Association on 1 June 2026, you’ll start to see our approach to customer voice evolve.
This means that Thrive Customer Voice will be coming to an end as we transition into a new, more empowering model of involvement: the Community Gateway.
We’re building on everything that made Thrive Customer Voice valuable and taking it into a new chapter where you have more choice and more influence over the things that matter most.
What’s changing?
To be part of the new Community Gateway, you must sign up for membership.
Membership gives you a say in how we operate. It’s written into the rules of the organisation — meaning your voice isn’t just welcomed, it’s built into the way we work.
Even if you were previously involved in Thrive Customer Voice, you will not automatically be transferred over. This is because the Gateway model is a formal membership structure, giving you new rights and responsibilities — including a vote on key decisions.
Signing up is quick and easy, and ensures your voice continues to help shape our services, homes, and communities.
We’re keeping the best parts of Thrive Customer Voice, like online polls, surveys, and flexible ways to get involved, but we’re expanding your opportunities to shape decisions. As a Gateway member, you’ll still be able to engage at a time, place, and pace that suits you, with even more options available when you want to get involved.
Sign up to become a member
Click hereYour ideas, experiences, and lived expertise make our services better.
If you want to help shape the future of our services — you must sign up to take part.
Want to be even more involved?
If you’d like to play a deeper role in shaping our services, you can tell us if you’re interested in joining the Gateway Membership Team (GMT). This is a smaller, elected group of residents who take on more regular involvement. Members attend at least six in‑person meetings each year, review our performance, provide additional scrutiny of resident feedback and services, and maintain a direct link with our Board to make sure customer voices are heard.
Looking ahead, you’ll also have the chance to apply to become a Tenant Board Member, taking your involvement to the highest level of influence.
We know there are several ways to participate, so we’ve set out the differences below to help you understand what it means to be a Gateway Member, part of the Gateway Membership Team, or a Tenant Board Member.
|
|
Gateway Member |
Gateway Membership Team (GMT) |
Tenant Board Member |
|
Join the Board for the new company and be at the heart of decision making |
|
|
Y |
|
Join the Gateway Membership Team (GMT), our dedicated team of tenants who work closely with our leadership team and our Board to drive improvements |
|
Y |
|
|
Attend regular scrutiny meetings and discuss key issues that affect residents (working closely with Board) |
Y |
Y |
|
|
Benefit from Housing Perks discounts |
Y |
Y |
Y |
|
Vote at the Annual General Meeting (AGM) |
Y |
Y |
Y |
|
Attend one-day service scrutiny or procurement events and workshops |
Y |
Y |
Y |
|
Join Tenant Question Time events |
Y |
Y |
Y |
|
Volunteer at Community Events |
Y |
Y |
Y |
|
Become a customer champion |
Y |
Y |
Y |
|
Join cleaning and grounds maintenance inspections as a neighbourhood champion |
Y |
Y |
Y |
|
Join the complaints panel |
Y |
Y |
Y |
|
Come along to your local residents' group (or help create one) |
Y |
Y |
Y |
|
Take part in regular online surveys and polls |
Y |
Y |
Y |
|
Join the funding panel which approves community projects |
Y |
Y |
Y |
|
Register for training opportunities |
Y |
Y |
Y |
Become a member
To apply for membership, please fill out the form below. Please note that all membership applications will be subject to approval by our Group Board at their quarterly meetings, so your membership will be formally approved at the next meeting. Once your membership is approved, you will also get access to Housing Perks discounts.
You can also choose to express interest in the Gateway Membership Team (a smaller, elected panel of involved residents).
If you are not the primary tenant of your property and are a household member (e.g. partner or anyone over the age of 16 living in your home) you will be able to sign up to be an associate member.
How we use your data
Once you've filled in this form, we'll use your data to process your application. We will then store your data for a limited time to help us with our work. For more information about how we handle your data, please read our Privacy Policy.
Community Gateway Membership is a way for residents to have a stronger voice in how our organisation is run. Members can vote on key decisions, help shape services, and influence the future of their homes and communities.
Gateway Membership gives you:
- A say in important decisions
- The chance to vote at our Annual General Meeting
- Opportunities to learn new skills and build confidence
- Access to training and development
- Recognition for your involvement
- Access to the Housing Perks discount scheme
- The chance to help make your community stronger
Full membership
All tenants, leaseholders and shared owners are eligible for full voting membership and are being encouraged to join now.
Associate membership
It is not just for tenants. Anyone over 16 living in your home can join too.
Partners or family members who are not tenants can also apply to become an associate member. Associate members are also eligible to stand for election to the Gateway Membership Team.
No. Gateway Membership is not a complaints process. If you have an issue that needs resolving, our customer services team is still the best route. Membership is about long‑term influence and shaping services, not fixing individual problems.
Not at all. Membership is flexible. You can get involved as much, or as little, as you like. Some members simply stay informed, while others join panels or take on formal roles if they wish. Many members just want to have the ability to vote if there are big changes.
Joining is simple. You can:
- Complete an online or paper form
- Sign up with help from staff at events or in person
- Call us if you need assistance completing the form
We only ask for the minimum amount of information needed.
No — Gateway Membership is completely free.
After you express interest, your membership application will be reviewed by our Group Board at their next quarterly meeting. Your membership will be formally approved at that meeting, and once approved, you’ll gain access to Housing Perks discounts.
Following the official merger of Thrive Homes and Watford Community Housing on 1 June, you’ll receive:
- A welcome message
- Clear information about what being a member involves
- Access to Housing Perks
- Updates on opportunities to get involved
- Flexibility to choose how active you’d like to be
Not at all. You don’t need any previous experience. We’ll provide support, and you can take things at your own pace.
No. What matters is your lived experience as a resident. Training is available if you’d like to get more involved over time.
Yes. We want a membership that reflects all our communities. Information will be available in different languages and accessible formats, and support can be provided if you need help applying or taking part. This can include paid transport or support for childcare or caring responsibilities.
Absolutely. Your level of involvement can change at any time. You’re free to step in or out depending on what works for you.
You’ll receive regular updates and invitations to sessions or opportunities that might interest you. There will be a range of accessible options including digital and postal updates.
Members help shape services, ensure resident voices are heard, and contribute to decisions that affect homes, communities, and the organisation’s future direction.