Contact us
We’ve introduced new ways for you to get in touch, to replace emails and text messages.
We've turned off our email service because emails and text messages often don’t provide us with all the information we need to be able to deal with your query or repair.
So our Customer Experience team can now gather all the necessary information in one go, saving you time and allowing us to answer your query as quickly as possible and provide you with a better service.
The ways to contact us include:
Access your online account 24/7, create an account and log in to:
- Solve queries on the go
- Pay your rent securely (payments may take up to three working days to show on your account)
- Easily set up a direct debit
- Raise and track your routine repairs
- Get the latest updates and respond to your enquiries through your cases
- Send us a message on 07401 329880. The conversation will be between you and our VIVID automated chat and you won't be placed in a group chat with other customers
- Our automated chat will first ask you a few questions to offer you a wide range of helpful articles
- If the articles don't solve your query, when we're open, our automated chat will ask a few simple questions before connecting you with an advisor. When we're closed you can submit a query that we'll answer when we re-open
- When we're open, you'll be able to talk about your account, raise repairs and send over pictures and documents
- The conversation is a secure service so any conversations, documents or other attachments will be safe
- We're open 8.30am - 5pm Monday to Thursday, and 8.30am - 4.30pm on Friday (unless there’s a bank holiday)
- Ask our chatbot a question and it will look through our wide range of articles that will hopefully help resolve your query
- It works best if you use it through your online account
- Each article has a feedback option so that we can hear any suggestions you may have
- Our chatbot and articles will constantly be adapting and evolving so keep an eye out for any changes
- If our articles don't answer your query, during opening hours you'll be offered to live chat with one of our Customer Experience Advisors
- We're open 8.30am - 5pm Monday to Thursday, and 8.30am - 4.30pm on Friday (unless there’s a bank holiday)
- If our chatbot can’t answer your question when we’re closed, your query will be sent to our Customer Experience team who will be in touch by end of the next working day
- Our chatbot will ask you some questions first and if you aren't able to find the answer to your query through chatbot, then you’ll be put through to live chat with one of our Customer Experience Advisors when we're open
- During opening hours, you'll be able to discuss your query and send over any documents/photos that may help to solve your query
- We're open 8.30am - 5pm Monday to Thursday, and 8.30am - 4.30pm on Friday (unless there’s a bank holiday)
- The conversation is secure so any conversations, documents or other attachments will be safe
- So that we can answer all our customer’s enquiries, please be aware that if you don't respond to advisors within 4 minutes of them asking you a question, we may end this chat. We'll let you know if this is likely to happen during the chat
Our Customer Experience Advisors can offer to turn the live chat into a video chat to help resolve your query. Before we start a video call with you, we would need you to agree to the following:
- that the video call will be recorded and retained to help with resolving your query and staff training and monitoring. Our privacy notice is on our website
- that you're appropriately dressed
- that there is nothing in the background you don't want us to see, including children or other family members
- you can turn off your camera at any time, we might turn off your camera if we see anything inappropriate
You can give us a call us on 0800 652 0898. Our options have changed, so you will need to listen fully to all the options before making your selection.
We're open 8.30am - 5pm Monday to Thursday, and 8.30am - 4.30pm on Friday (unless there’s a bank holiday).
- An out of hours emergency repair is something that’s causing danger to you or your home. We’ll be with you within 24 hours to make it safe – usually quicker, but may only be able to do a temporary repair or ‘make safe’
- We’re open 8.30am - 5pm Monday to Thursday, and 8.30am - 4.30pm on Friday. If you have an emergency outside of these times, you can call us for free on 0800 652 0898. There’ll be someone to take your call any time of day or night
- However please keep in mind – if we come to your home and the repair isn't an emergency, you'll be charged an emergency call-out fee
More information about can found in our out of hours emergency repairs article.
You can also write to us at:
VIVID
Peninsular House
Wharf Road
Portsmouth
PO2 8H
