Help & Support

We regularly check our communal spaces homes to make sure they're up to standard. We may complete some planned works if:  

• It’s been a while since the area has been decorated (we usually do it every five years)
• We’re finding the property hard to let (so we need to improve it)
• It’s in poor condition

• We may need to get into your garden and sometimes use scaffolding to reach difficult areas and keep the workers safe
• If we do, we’ll ask you to clear the area before we come and make sure it remains clear
• We may need to paint your front door, so please allow enough time for it to dry before closing
• Don’t worry, we'll notify you in advance by letter or email and put up notices to inform you when the work will begin

• We’ll assess the area where the work is being done to determine if it requires a wash down or full redecoration. This will help us decide whether scaffolding is necessary
• If a wash down is needed, we’ll clear the guttering, wash down all plastic on the outside of the building, and install new gutter guards if necessary
• If required, we’ll bring in a specialist contractor to clean the rendering. Rendering involves adding a mix of sand and cement to the walls, which is then painted
• We’ll also check for any asbestos to ensure your safety
• If the area needs a fresh coat of paint, we’ll take care of that and carry out any necessary repairs at the same time

• We'll make every effort to minimise any inconvenience caused to you. However, please be aware that some disruptions to the normal functioning of your home may occur
• Occasionally, scaffolding can affect TV reception
• We may need to temporarily move aerials or satellite receivers, however we'll put them back as soon as possible, even before completing the job if we're able to
• If scaffolding is used, it may restrict the full opening of your windows until it's removed
• Lights fixed to the building may need to be disconnected during the work and will be reconnected once it's finished
• There may be some slight disruption to your garden, we'll ensure it's neat and tidy again once the work is finished
• Inspectors will oversee the work to ensure it's completed properly and meets the required standards. They'll conduct regular inspections during and after the work is completed
• If you live in a block which is due to have the flooring replaced in the corridors, our contractor will be in touch before they start works to let you know when they are due to start and how long they expect the works to take.

• To help us, we ask that you clear your bathroom of all personal things and let us in to do the work 
• If you need help you may wish to get a relative, friend or neighbour to help move furniture or empty cupboards. If you're unable to organise help, please get in touch with us
• Please ensure that access to all rooms is available, along with access to the electric meter/fuse board, loft hatches and all plug sockets in the property
• Please remember – when we’re working in your home, we’ll need an adult (someone aged 18 or above) to be there too 
• If you have specific physical requirements and believe you need adaptions to your bathroom in order to use it please contact your Occupational Therapist

We regularly check the kitchen in our renting  homes to make sure:  

• The kitchen’s less than 20-years-old (we expect our kitchens to last 20 years)  
• It has enough space and the layout’s good   
• If your kitchen needs, or is due, to be replaced, one of our team will be in touch to book in a time to come and talk about it 

VIVID and our partners will visit to survey your kitchen and agree a start date for the refurbishment to go ahead. The kitchen designer will discuss your requirements and run you through the choice of colours and finishes we offer. 
We may need an asbestos survey carried out on the room before the works commences but we’ll organise that in advance. 
When the refurbishment takes place: 

• We’ll replace up to 9 of your kitchen units 
• Replace your worktop, kitchen sink/taps  
• Replace the vinyl floor covering  
• Replace the wall tiles  
• Replace electrical sockets where needed  
• Patch repair the wall plaster, if needed  
• Overboard or skim the ceiling, if needed   
• Paint your walls, ceiling and woodwork  
• Replace or add in an extractor fan  

We’ll aim to have all the works completed in 10 working days 

Our building maintenance team keeps track of repairs and photos of roofs of the buildings we own. If any of them have any of the following problems, they’ll be added to the roof replacement programme:

• If they’re in poor condition
• If they’re likely to cost too much to repair
• If they’re old and likely to start having problems in the near future

• To make sure nothing gets damaged and to help us start the work on time, you’ll need to clear your loft before we start work
• We always need to put up scaffolding to do a reroofing job, so we’ll also ask you to move any garden furniture, parked cars or vans or anything that’s near the walls which will stop us putting it up
• If you need any help moving things, please get in touch with us as soon as possible
• It’d also help if you let us into your garden when we need to pop round the back. And keep any pets and young children from joining us
• Please remember – when we’re working in your home, we’ll need an adult (someone aged 18 or above) to be there too

For all roofs:

• We’ll check for any asbestos in all types of roofs, and remove if it’s damaged or dangerous
• Once the job’s complete, we’ll take the scaffolding down and make everywhere clean and tidy

For different kinds of roofs:

• For a pitched roof (that’s roofs that have a point), we’ll replace all the parts of the roof (fascia, soffits, guttering, felt batten and tiles)
• For a flat roof above rooms that are lived in, we’ll replace the existing roof covering, including felt decking and insulation
• For a flat roof above rooms that are not lived in, we’ll replace existing roof covering with either a cement-based or a polycarbonate corrugated roof sheet, and replace the guttering if necessary

• We’ll try our very best to disturb you as little as possible. Sometimes the work will affect the normal things that happen to your home.
• Occasionally scaffolding can affect TV reception
• We may need to move aerials or satellite receivers. But don’t worry we’ll put them back as soon as we can (even before we finish the job if we can)
• If we’re using scaffolding it may mean you won’t be able to open your windows fully until it’s removed again
• We might need to disconnect any lights which are on fixed parts of the building while we work and reconnect once the work’s finished
• There may be some slight disruption to your garden. But don’t worry, we’ll make sure it’s neat and tidy again once the work’s finished
• Inspectors will make sure the work’s finished properly and meets the right standards. They will make regular inspections during the work and one after it’s completed
• We’ll aim to complete the works within 10 working days and our contractor will be in touch to book this in with you.

We regularly check the windows and outside doors in our homes to make sure:

• The windows and doors have been in less than 30 years (we expect our windows and doors to last 30 years)
• The windows and doors cost less to repair than to replace
• If your windows or doors need, or are due, to be replaced, one of our team will be in touch to book in a time to come and talk about it

• We can’t offer you a choice of windows as they’re all white UPVC
• And your back door will be a white UPVC glazed door too
• But you do get a choice of colours and styles, from our available range, for your front door
• Once you’ve chosen your front door, we’ll agree a date with you to start the work. Please be aware though it usually takes around six weeks to make the windows and doors
• Once you have a start date, to help us, please make sure the area is clear for us to carry out the work and any curtains, blinds, and poles have been taken down
• Please remember – when we’re working in your home, we’ll need an adult (someone aged 18 or above) to be there too

• We’ll remove your old windows and/or doors
• We’ll make good any surfaces we disturb
• We’ll install new windows and/or doors and fit white UPVC trim if needed
• Window handles will be our standard specification and may not be the same as your old ones
• You’ll be given a key for every lockable handle on a window and two or three keys for each door
• Where a repair is identified before windows or doors can be replaced, we will arrange for these to be done in advance of your install date
• Sometimes we may need to obtain planning permission before we can carry out replacements on windows and doors. Other times we may need to replace your windows and doors with a different specification, usually, this happens if you live in a listed building or an area with specific conservation requirements. Our team will talk to you about this if it applies to your property.​​​​​​
• If you’re just having your door replaced this should only take a day but we may need to return to do some remedial works afterwards. If you're having your windows replaced, depending on the number of windows, we aim to complete these within 2 days.