Help & Support

• You can report non emergency repairs through your online account by going to 'Manage repairs' and selecting 'Report a repair'
• We've revamped the reporting process so its easier to use
• For some repairs, like fencing, you'll need to get in touch with us as we will need to complete some further checks with you
• You’ll be able to see updates to your repair or amend your appointment in your cases

If you're unable to view the above video, you can also watch it on our YouTube page too.
To find out more about how to raise a repair, check out this article. 

You can now raise a defect through your online account. During your defect period go to 'Manage repairs' and selecting 'Report a repair' where you will see the simplified way to report a defect.
You’ll be able to see updates to your defect request and be able to message your project officer once it's raised.

If you're unable to view the above video, you can also view it in YouTube too. 
To find out more about reporting a defect in your new build home, check out this article. 

We've added the ability to be able to rebook your gas service in your online account. You'll find the gas safety check under Cases from the menu.

• You can rebook the gas safety check up until 6 weeks before the gas service is due
• Our time slots are Monday- Friday with a choice of 8am- 12.30pm, 10am-2pm or 1.30-4.30pm (3.30pm on a Friday)
• You're also able to message us about your gas service to provide updates and our team will review and respond by end of the next working day

If you're unable to view the above video, you can also view it in YouTube too. 
You can find out more about your gas safety check in this article.

You can now 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. 

Planned maintenance can be communal appointments for shared spaces, like bulk rubbish or grass cutting, compliance checks happening in and around your home or estate inspections by your neighbourhood officer. 

• Once logged in, you will see all planned maintenance due for the week on your homepage - you can then click on 'View all planned maintenance' if you would like to see past the week
• Alternatively, you can also view your planned maintenance in the 'Manage property' section of the online account
• Once the planned maintenance is complete you can also give feedback on the work completed
• Any planned maintenance that is scheduled can be added to your device's calendar by clicking on 'Add to calendar'

Check out the below video, which you can also find in YouTube too.
To find out more on planned maintenance check out this article.

When you've been offered a home or a garage, you'll receive an application in your online account. The application will give you insight into your potential new home or garage and let us know more about you.

• If you're an existing customer or new to VIVID- you'll now be able to complete your application inside your online account under the 'Manage property' section.
• If you're new to VIVID, you'll be sent instructions to create an online account and will be able to find your application on the home screen.

If you're unable to view the above video, you can also watch it on our YouTube page too.
To find out more on applications check out this article.

You can give notice  to end your tenancy via your online account. Once you log in, you can go to ‘Manage property’ page and select ‘End my tenancy’.
Once the form is complete, our lettings team will review the information and confirm next steps with you by end of the next working day.
You can also request to change your tenancy end date or cancel your request to end your tenancy.

If you're unable to view the above video, you can also watch it on our YouTube page too.
To find out more on ending your tenancy check out this article.