Help & Support

Make sure you know where the stop cock, gas valve and fuse board (sometimes referred to as a consumer unit) are.

In case of an emergency it will help you  to know where these are. Please refer to your handover documents which shows where these are located in your home.

Your new home needs to be kept well ventilated to allow moisture to evaporate as the structure dries out.

Some ways to help this are by:

• Leaving trickle vents (slotted vents in the window frame) open.
• Ensuring the kitchen and bathroom extractor fans are switched on.
• Keeping kitchen and bathroom doors closed when in use.
• Avoiding drying washing on the radiators.
• Leaving  a small gap between the furniture and wall to allow air to circulate.

We've put together some more information damp and mould in new build homes 

Run any drinking water taps for 2-3 minutes before using them for the first time, to flush out any micro bacteria that may have started to grow in the system.

• Please register your meter readings with the supplier on day one.
• You will find details of the meter readings, serial numbers and suppliers on your handover form.
• You can change your supplier at any time without asking VIVID.

• Telephone outlets are provided in your home. You will need to arrange a telephone connection from the range of suppliers available in your area, for help please visit Openreach. You'll be responsible for any connection charges incurred by your chosen supplier.
• In houses a length of cable has been provided in the loft and brought through to an external soffit ready to receive a satellite dish should you wish to install satellite services. You are responsible for providing any additional equipment and installation costs needed to do so.

If you move into a new build property, your address may not be registered with the Royal Mail.  To check or activate your postcode, you'll need to contact Royal Mail directly on 08456 011110 or through their website

• You need to ensure your new turf does not dry out, or it will die.
• We recommend watering the whole area in the morning or evening each day for the first few weeks, until it is fully rooted.
• Also avoid walking on the grass for the first few weeks too to allow the turf to settle and it’s best to not let pets soil the turf, as this could kill it.
• Turf is a gifted item (not part of your purchase price) and so won't be covered under the defects warranty.
• The presence of leather jackets, caterpillars, moths or butterflies in gifted turf will not be treated by us or the developer 

You're strongly advised not to store items in your loft. Your home is settling down and storing items in your loft could cause damage to the structure and could affect ventilation causing damp / condensation. If you do store items in your loft, then any defects will not be rectified by VIVID.

• Some ovens need you to set the timer before the oven will work.
• Get rid of any chemical residue by “burning off” your new oven. Turn on the fan in the ventilation hood and, if possible, open a nearby window. Set the oven to high heat, between 204 to 288 degrees Celsius. Let the oven run at this temperature for between 30 minutes and an hour.

• Your new home will have a shallow bath installed to conserve water.
• The water temperature is limited to 48 degrees to avoid scalding.
• Both these features are in accordance with building regulations.

• Some items are gifted to you and we won’t repair them if something goes wrong. This generally includes turf, sheds, ovens, hobs, flooring and toilet seats.
• You'll need to register your appliances with the warranty provider when you move in.

In houses, the external waste bins may be provided by the developer, please check your Handover Sheet when you move into the property.

If the developer doesn't provide the external waste bins, please speak to your local council who can arrange this.

If you're in a block of flats or have a shared bin room, the external waste bins will be provided.