Roof repairs
If you're experiencing a problem with your roof, guttering, or certain outside structures, we're here to help. We'll carry out repairs that are our responsibility and make sure your home remains safe and weatherproof.
We look after repairs to:
Roofs on VIVID homes
Guttering and downpipes
Roofs on brick sheds and garages owned by us
Awnings that were originally installed by VIVID (not customer-installed improvements)
If you're unsure whether we're responsible for a repair, contact us and we'll let you know.
We may not be responsible for:
Awnings or structures installed as a home improvement
Repairs that are the responsibility of a shared owner, leaseholder or another organisation
Damage caused by customer-owned fixtures or alterations
If you're unsure whether we're responsible for a repair, contact us and we'll let you know.
When you report a roof leak, to help us understand the issue and make sure the right repair is arranged as quickly as possible, we need to know:
How bad the leak is
Whether the water can be safely contained
How quickly any container is filling with water
Whether you've experienced similar problems before
Which rooms are affected
Whether there is clear access around the outside of the property for inspection
The more information you can provide, the easier it is for us to diagnose the problem and arrange the appropriate repair. Once raised, our roofing operative will attend first to inspect and arrange the next steps.
If it's safe to do so:
Place a bucket, bowl or container under the leak to catch water
Move belongings away from the affected area
If water is close to electrical fittings, switches or appliances, avoid using them and report this to by phone immediately
If the leak is causing an immediate risk to your safety or your home, please call us so we can look into raising this as an emergency repair.
Repairs to roofs on blocks of flats are managed slightly differently from repairs to individual homes.
If you live in a block and notice a roof leak, let us know:
Which flat is affected
Whether any communal areas are affected
If you’re aware of any neighbouring properties experiencing the same issue
This helps us investigate the problem more efficiently.
For some taller buildings, we may need specialist access equipment such as scaffolding or a cherry picker before repairs can be completed.
In these cases:
A roofing operative will inspect the problem first
Any additional access equipment required will be arranged
Follow-on repairs will then be scheduled
We treat roof repairs as emergencies when there is a risk of serious harm to people or significant damage to property.
In some situations, we may only be able to carry out a temporary make-safe repair during the initial visit. This can happen because of:
Severe weather or high winds
Poor visibility or lack of daylight
Safety restrictions
Limited access to specialist equipment or materials
A make-safe repair helps reduce the immediate risk and prevent further damage while permanent repairs are arranged.
You can report a repair online through your online account or contact us if the issue is urgent and needs immediate attention.
