Help & Support

We’re responsible for:

• Faulty taps - If we need to replace a tap we’ll try to match your existing taps. We will only look to replace taps that are faulty
• Basin, sink, toilet bowl and bath (including sealant and leaks). We won’t repair any cosmetic chips and cracks, and if we need to replace the basin/sink/bath/toilet we'll try to match the rest of the bathroom suite.
• Shower, shower screen (glass) and shower curtain pole - we may recharge if this is due to misuse or accidental damage. If a replacement shower is needed, we’ll replace with a standard item.  
• Kitchen units, doors, drawers, tiles and handles- If we replace a door, drawer front, tiles or handle we'll try to match your existing kitchen but this may not always be possible. We will only replace the faulty items or repair the damaged area.
• Kitchen worktops- We don’t replace worktops due to cosmetic damage or if they’re damaged by you. If we need to replace part of your worktop, we’ll try to match it as closely as possible to the existing worktop. We’ll join worktops using metal running joints.  
• Kitchen and bathroom lino
• Blockages that are not toilet, sink or bath blockages - if you’ve made every effort to clear the blockage or it keeps occurring we’ll attend to repair. (eg, using plunger, hot water and washing up liquid, off the shelf drain unblockers).

You’re responsible for:

• Toilet blockages-  You should make every effort to clear blockages themselves. This may include using a plunger, hot water and washing up liquid. Please be careful using any chemicals to clear blockages and if we do visit after this, let us know. If you have sewage coming out of a drain, the toilet, bath or sink, or if the toilet and another item are blocked we will attend. We’ll also attend if the blockage is caused by faulty pipework. With all blockages, if we find it to be caused by you, we may recharge.
• Sink/bath blockages- For blockages where the sink/basin and bath are blocked, you should be able to clear these with off the shelf drain cleaners. We’ll attend if the blockage is caused by faulty pipework . With all blockages, if we find it to be caused by you, we may recharge.
• Plugs and chains - however we will attend to pop-up plugs (twist and pop)
• Toilet seats- if the toilet seat was fitted as part of a disabled adaption  or is specialist equipment we'll carry out repairs on them
• Shower curtains​​​​​​, hoses and heads
• Cosmetic damage - You may be recharged for damage to items (such as scored worktops from not using chopping boards).

We’re responsible for:

• Smoke and carbon monoxide monitors alarms (battery or mains fitted)
• Electric wiring (plug sockets, light fittings, switches and fuse box/consumer unit). If your plug sockets are surface mounted, we will continue to fit surface mounted sockets should they need to replace them. Any replacement light fittings will be standard pendant.
• Integrated appliances or appliances provided by us (where these have not been gifted). Typically white goods are only replaced or fixed in market rental properties, so please check your tenancy agreement.
• Cooker hoods. You’re responsible for replacing any cooker hood bulbs and filters.
• Extractor fans - We would expect customers to wipe or vacuum dust off the external parts
• Primary heating systems, gas and water pipes, water heaters (including radiators) - We may recharge if these have been damaged by misuse
• Cold water tanks

You’re responsible for:

• Lightbulbs within the home-For our rental customers, if the light is in a sealed unit we may assist if you have no one to help and/or if you’re vulnerable.  
• Resetting trip switches
• Limescale - You’re responsible for cleaning your taps/shower head/ sinks/baths to prevent build-up of limescale.  
• Bleeding radiators
   

We’re responsible for:

• Major plasterwork repairs/cracks in walls and ceilings- We’ll make the surfaces decorative ready (this will include a mist coat) and provide decoration vouchers if damage is because of a water leak that we’re responsible for (in line with our compensation framework).  
• Staircases and stair rails​​​​
• Intercom systems-There'll be a re-charge for broken or damaged handsets
• Excessively loose floorboards- We’ll only repair loose floorboards if they are a trip or slip hazard.  
• Kitchen and bathroom lino in rented homes and all flooring that is end of life in market rental homes (excluding misuse)
• Door handles - We'll try to match as best possible to other door handles if replacing. We won't replace all to match

You’re responsible for:

• Minor cosmetic cracks or damage to walls, floors, and ceilings - we may carry out this work if the property is newly built and in a defects period
• Decorating - This includes filling in any small cracks and holes. We will do any major plaster repairs
• Internal doors, door frames and skirting boards ​​​​​​- we may attend if there is a defect but not for damage due to misuse
• Floor covering and finishes, including laminate flooring - unless your tenancy states otherwise, for example in our market rental homes

We’re responsible for:

• Structural damp (rising or penetrating damp)
• Fill any holes allowing pests to get into home
• Pest control in communal areas or where pests in internal communal area have entered customer home

You’re responsible for:

• Managing day to day condensation. We may be responsible if you’ve still got a problem despite doing all the right things. Please find more tips and advice here or contact us for an appointment with our specialist damp and mould team who can support you.
• Ensuring any infestations are removed from the home, such as mice, rats and bed bugs. We may be responsible for pest control for some old tenancies, so please check your tenancy if this is the case.  We may also assist with cases of serious pest issues - these will be referred to your Neighbourhood Officer for investigation.  
• Pigeons. We aren’t responsible for clearing up pigeon guano, or for pigeons roosting on balconies or sky dishes etc.

We’re responsible for:

• Dividing walls or fences that adjoin land that is owned by someone else, where the Land Registry shows it’s our responsibility. We will fit 3ft chain link fencing as standard.
• Boundary walls and fences (those next to land we don’t own, next to footpaths, public land, rights of way, garage access ways or unadopted highways), or in our communal areas. Typically, we’ll install 3ft chain link fence. Where the boundary is onto a busy highway we may install close board fencing, no higher than 6ft.
• Garages and stores that we’ve provided. We don’t guarantee the inside of a garage or external store is dry, please do not use for storing items that may become damaged if cold or damp. If a solid shed (brick/concrete) is damaged, we may remove it, but may leave the concrete base if this is sound.  
• House additions not added by us (such as a lean to, conservatory or an added extension), unless gifted to the customer. If these structures come to the end of its life or is deemed unsafe, we won’t always replace it and may choose to remove it.
• Trees in communal areas. We’ll remove old unwanted tree stakes and low hanging branches that obstruct access and walkways

You’re responsible for:

• Dividing walls or fences between neighbouring VIVID properties. You’re responsible unless stated in your tenancy agreement, deed, or lease. Where we’re responsible, we will fit 3ft chain link fencing as standard.
• Cutting grass, maintaining flower beds, pruning trees within private gardens. Please seek our permission before removing any trees and check there is no preservation order in place before carrying out any maintenance.
• Patios and decking, not installed as part of a disabled adaptation. We’ll remove (and not replace) any unsafe patio/decking not installed by you.
• Water butts and washing lines (non-communal)
• Tree stumps.
• Sheds that have been gifted to you- All timber sheds are ‘gifted’ to our customers, so they’re your responsibility.
• Driveways - We’ll make safe any health and safety issues or trip hazards.  We won’t complete any cosmetic repairs or light cracking and we won’t replace entire driveways.  Some unevenness is expected on a driveway, especially if the surface is soft, or where a vehicle may be parked. This will not be deemed as wear and tear and is your responsibility.  

We’re responsible for:

• Blocked drain within property boundary where this is not the responsibility of the water company.
• Blocked drain in communal area.
• Gutters and downpipes.

We’re responsible for:

• Roof, foundation, and outer walls
• Chimneys, chimney stacks and flues
• Primary pathways, steps and other entrances into your home or communal areas. We’ll use standard paving
• Meter cupboard doors - Some meter cupboards may be responsibility of utility company, if this is the case, we will let you know, at the time of our visit 
• Front and back doors, including locks and associated fittings - Please make sure door hinges and locks are regularly oiled.  Should the door be damaged due to police needing to force entry, you’ll be responsible for the costs to repair or replace.  
• Communal doors, locks and door entry systems
• Garage doors and brick outhouses. We don’t guarantee that the inside of a garage is dry, so don't store items that may be damaged if cold or damp.
• Dwelling Glass/Glazing - You may be re-charged if the glass was damaged. Please keep a police incident number if the damage is due to a crime or domestic incident.  
• Communal Glass/Glazing
• Window frames and associated fittings - we do ask customer to regularly oil any hinges or locks​​​​​. Please periodically check your window restrictors and let us know if they're faulty
• Misted / Blown windows - Any window units needing replacement, may be placed onto a planned (glazing) programme, to ensure we deliver a more efficient service to you.  

You're responsible for: 

• Replacement keys or door entry fobs. You’ll need to contact us for replacement/extra communal fobs but there will be a charge per fob. If you lock yourself out, you’re responsible.

We’re responsible for:

• Communal heating systems
• Lighting/electrics
• Communal washing lines
• Smoke detectors, fire alarms, vents, and extinguishers
• Staircases, walls, ceilings, floors and rendering-We’ll redecorate if we've completed plastering repairs to communal walls and ceilings.
• Communal gardens
• Septic tanks
• Rubbish and fly tipping
• Solar panels, heat pumps and water pumps
• Communal aerials- We’re responsible for ensuring that communal aerials are in working order, but not which channels are provided. 

You’re responsible for:

• Satellite dishes and aerials installed by customers or gifted - Make sure you have permission before installing any satellite dishes or aerials.