Raising a grounds and estates job
A grounds and estates job is work that is needed to your communal area, that's maintained by VIVID, and needs to be completed by our caretaking or landscaping teams.
These could be jobs such as:
- Cutting back a tree
- Removing graffiti
- Removing any fly tipping
There's a few options to do this, such as:
- You can report routine jobs through your online account by going to 'Manage property' and selecting 'Grounds and estates'
- You’ll be able to see updates to your request and message the team direct in your active case, once you've raised your job
- You can login 24 hours a day, 7 days a week
- Login or register today to get started. If you're registering, you'll need your customer reference number to hand
If you're unable to view the above video, you can also watch it on our YouTube page.
- You can find the chatbot on the right hand side on the website and in your online account
- During opening hours, if our chatbot is unable to solve your query, your chat will be passed to a member of our Customer Experience team
- If our offices are closed and our chatbot is unable to solve your query, a case can be raised and a member of our Customer Experience team will be in touch by end of the next working day
- If your chat is passed to an advisor and we don’t hear back from you within 4 minutes, we’ll move on to the next customer. Our advisors will let you know before this happens
- We're open 8.30am - 5pm Monday to Thursday, and 8.30am - 4.30pm on Friday (unless there’s a bank holiday)
- Call us for free on 0800 652 0898 and speak to our friendly Customer Experience team
- We're open 8.30am - 5pm Monday to Thursday, and 8.30am - 4.30pm on Friday (unless there’s a bank holiday)
- Our busiest times are between 9am and 10:30am and 2pm and 4pm. Mondays tend to be busy all day, so you might find it quicker to call us outside of these times
- If it's an emergency, our Out Of Hours team will be on hand to support and raise any emergency works
There may be different reasons for why you're not able to raise your grounds and estates job, such as:
We complete some work on a planned maintenance appointment. This means that we schedule in appointments to regularly attend set jobs, such as grass or hedge cutting.
In your online account you can view your planned maintenance under 'Manage property'.
You can find out more about planned maintenance in this video:
If you're unable to view the above video, you can also find it in YouTube too.
Some grounds and estates jobs may be urgent due to the health hazards they pose.
Please give us a call on 0800 652 0898 and we can look into this with you.
When you're in a new build property, there will be a defects period on the property. During the time, the developer of your home will be responsible for the grounds and estate and they'll put a managing agent in place to run this service.
Some properties, like houses, won't have a communal area for grounds and estates are the property private gardens would be customer responsibility. We're aware that some houses might be part of a larger estate that we're responsible for, so we will be launching this soon.
If you have a managing agent in place, then you won't be able to raise a grounds and estates job with us, as the managing agent would be responsible.
Our teams will review the job and be in touch with you if there are any queries or more information needed.
They will then book the job in for it to be either inspected or actioned.
