How to make a complaint
We welcome feedback and we’ll try to resolve your dissatisfaction when you first tell us about it. Quickly and simply. We monitor all feedback so we can understand where we may need to improve our services. Our customer resolution team handle most of our complaints, but you may be contacted by another specialist within the organisation.
We define a complaint as ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by us or our staff, or those acting on our behalf, affecting an individual resident or group of residents.’
We're sorry you’re not happy with our service to you. We have a variety of ways you can contact us to find an answer to your query or ask for the matter to be reviewed.
A great way to contact us and get regular updates is to register for an online account Once set up, in the Virtual Assistant Chat function, type the word “dissatisfaction” and that will take you through the process to log a complaint
You can also use our chat function in WhatsApp
When we’re open, the chat Virtual Assistant will ask you a few questions before connecting you with a staff member to Live Chat
When we’re closed, the chat Virtual Assistant will capture the details of your complaint ready for when we’re open
We've put together a how-to video to help you raise a complaint through our Virtual Assistant:
If you're unable to view the above video, you can also watch it on our YouTube page too.
As well as the options here, you can also write to us at:
Customer Resolution Team
Peninsular House
Wharf Road
Portsmouth
PO2 8HB
You can find out more about our chat function here.
Complaints will show in your online account after the complaint handler has acknowledged your complaint which can take up to 5 working days
Once acknowledged, you will be able to see the complaint and send messages to your complaint handler under ‘Cases’ in the menu on the left hand side and in the ‘Active Cases' section
You can find out more about how to keep track of your complaint here
If you live on a VIVID heat network then we’re responsible for managing your heat network service and customer relationship. Depending on the scheme, some operational services may be delivered by organisations working on our behalf.
You may pay through:
A bill from a supplier operating for VIVID
A pay‑as‑you‑go system from a supplier operating for VIVID
Your service charge
You cannot switch supplier, as the system is shared
We’re responsible for:
Providing a reliable supply of heating and hot water
Managing the system safely
Treating customers fairly under the new heat regulations
Depending on how a heat network is operated, some services may be delivered by us and others by organisations working on our behalf. You should always contact us first.
Protections for customers
Heat networks are regulated, which means you have stronger rights.
You can expect:
A clear and fair complaints process
Time limits for resolving issues
The right to take complaints outside VIVID if needed
Extra support if you're vulnerable
Loss of heating or hot water
If you lose heating or hot water, contact us immediately. We'll investigate and restore service as quickly as possible. A repair issue is not automatically a formal complaint unless you remain dissatisfied after we have had an opportunity to resolve the issue.
If something goes wrong
Step 1: Contact us
We’re your first point of contact. We’ll always try to resolve your issue as quickly as possible.
You can contact us about:
Loss of heating or hot water
Billing or charges
Service issues
Step 2: Raise a complaint
If we can’t resolve things straight away, your concern will be recorded as a formal complaint.
We will:
Investigate your complaint
Keep you updated
Aim to resolve it within 8 weeks
Step 3: Independent review (Energy Ombudsman)
If your complaint is not resolved:
After 8 weeks, or
If we send you a deadlock letter (a letter explaining that we have been unable to reach agreement)
You can take your complaint to the Energy Ombudsman.
The Energy Ombudsman is independent and can:
Review your complaint fairly
Ask us to put things right
Award compensation if appropriate
You can find out more about our complaints here and in our Complaints Policy.
