Help & Support

You can find lots of information on our services below, as well as the different help and support that we can provide.


Repairs responsibilities

Being nice and clear on responsibilities means you can stay in control of some of the repairs to your home. It also enables us to fix the issues we’re responsible for quickly and get them right first time.

The type of tenancy you have will affect who's responsible for what. If you're not sure what type you have, check your tenancy agreement or lease. This paperwork will give you full details on repairs responsibilities.
There can be differences in repair responsibilities in some of our tenancies/leases or when a new build property is in defects. Where there are differences, the repair responsibilities outlined in your tenancy/lease or defects arrangements will take priority.
 
Communal repair responsibilities may be different where the building is run and managed by a managing agent.
If something has been installed due to a home improvement, this will be the responsibility of the customer to repair.
 
To report a repair that VIVID is responsible for, please get in touch with us 
 

We’re responsible for:

  • Faulty tapsIf 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
  • 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. If we replace part of your worktop, we’ll try to match your existing worktop. We’ll also join worktops using metal running joints.
  • Kitchen and bathroom lino

You’re responsible for:

  • Blockages- We'll attend if the likely cause of the blockage be due to faulty pipework, or if multiple sinks/outlets are blocked. If you do use chemicals, please let us know before we attend. We find that boiling water and a plunger work well in the first instance.
  • 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

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-if the light is a sealed unit, we may assist if there is noone that can help
  • Resetting trip switches
  • 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 we’re responsible for (as part of our compensation process)
  • Staircases and stair rails​​​​
  • Intercom systems.-There'll be a re-charge for broken or damaged handsets
  • Loose floorboards
  • 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 check your tenancy. We may also assist with serious pest issues and our Neighbourhoods team can assist
  • 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.
  • 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- such as wooden sheds when you move into a property

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
  • Front and back doors, including locks and associated fittings - we do ask customers to regularly oil any hinges or locks. Should the door be damaged due to Police needing to force entry, you'll be responsible for the cost of the repair or replacement
  • 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
  • Communal Glass/Glazing
  • Window frames and associated fittings - we do ask customer to regularly oil any hinges or locks​​​​​
  • Misted / Blown windows

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 aerialsWe’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

You’re responsible for:

  • Kitchen worktops, units, doors, drawers and handles
  • Faulty taps, plugs and chains
  • Basin, sink, bath, toilet bowl and toilet seats
  • Shower, shower screen or curtain, curtain pole and hoses and heads
  • Blockages

You’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)
  • Integrated appliances or appliances provided by us
  • Cooker hoods and extractor fans
  • Primary heating systems, gas and water pipes, water heaters (including radiators)
  • Cold water tanks
  • Lightbulbs within the home
  • Resetting trip switches
  • Bleeding radiators

We’re responsible for:

  • Intercom systems. There will be a re-charge to broken or damaged handsets.

You’re responsible for:

  • Internal doors, door frames and skirting boards
  • Floor covering and finishes, including laminate flooring and loose floorboards
  • Major plasterwork repairs/cracks in walls, floors and ceilings.
  • Staircases and stair rails
  • Minor cosmetic cracks or damage to walls, floors, and ceilings
  • Decorating

We’re responsible for:

  • Pest control in communal areas or where pests in internal communal area have entered the customer's home.

You’re responsible for:​​​​​​

  • Structural damp (rising or penetrating damp) - We will deal with any root cause repairs that we're responsible for. If the root cause isn’t obvious (e.g. water penetration) we would expect you to have your own survey done to establish root cause. If the root cause is our responsibility we may refund the cost of the survey.
  • 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 advice on our website or contact us for an appointment with our specialist damp and mould team who can support you.
  • Fill any holes allowing pests to get into home. We may be responsible for this, so please check your lease.
  • Ensure any infestations are removed from the home.
  • Clearing any pigeon waste - You will be responsible for clearing any pigeon waste from places such as balconies, gardens or sky dishes

Check your lease or land registry to find out if 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. Check your deeds to find out which boundary you're responsible for.

You’re responsible for:

  • Dividing walls or fences between neighbouring VIVID properties. You’re responsible unless stated in your 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
  • Patios and decking, not installed as part of a disabled adaptation
  • Water butts and washing lines (non-communal)
  • Tree stumps
  • Garages and stores
  • House additions not added by us (such as a lean to, conservatory or extension)

We’re responsible for:

  • Blocked drains in communal area

You’re responsible for:

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

We’re responsible for:

  • Meter cupboard doors 
  • Communal doors, locks and door entry systems
  • Communal Glass/Glazing
  • Roof, foundation, and outer walls (check your lease)

You’re responsible for:

  • Front and back doors, including locks and associated fittings
  • Garage doors and brick outhouses (unless you hold a separate garage tenancy)
  • Window glass, any misted or blown windows, window frames and associated fittings - Please check your lease, if it states that VIVID are responsible it will appear in your service charges (unless part of a sinking fund or planned replacement)
  • 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.
  • Chimneys, chimney stacks and flues (unless communal)
  • Primary pathways, steps and other entrances into your home or communal areas (unless communal) 
  • Meter Cupboard doors- please check your lease to confirm

We’re responsible for:

  • Communal heating systems
  • Lighting/electrics
  • Communal washing lines
  • Smoke detectors, fire alarms, vents, and extinguishers
  • Communal gardens
  • Septic tanks
  • Rubbish and fly tipping
  • Communal aerialsWe’re responsible for ensuring that communal aerials are in working order, but not which channels are provided.
  • Staircases, walls, ceilings, floors and rendering. We’ll redecorate to the areas where we have undertaken plastering repairs.

You’re responsible for:

  • Satellite dishes and aerials installed by customers or gifted
  • Solar panels, heat pumps and water pumps - please check your lease to confirm

  • Please let us know as soon as you notice a need for a repair, so we can take appropriate action and prevent it getting worse.
  • You’ll be responsible if a repair is needed due to neglect or damage, including damage caused by household members or visitors.
  • We’ll try to repair rather than replace whenever possible, only looking to replace items where a repair is not possible or it’ not economical to do so.
  • Where a replacement is needed, we may undertake this work as part of our planned works programme.
  • If you’re looking to make alterations to your home, please let us know beforehand so we can check you have all the information you need to do this safely. For certain alterations you may also need to get permission.
  • Anything you’ve provided or fitted yourself will be your responsibility to repair and maintain, unless we’ve agreed in writing to do so.
  • You’re responsible for insuring your belongings.
  • Our communal repairs responsibilities may be different if the building’s managed by a managing agent.
  • When you need to report a repair that VIVID are responsible for, please get in touch with us
     

We offer a range of support. If you need help, please contact us and request a visit from your Neighbourhood Officer. They'll be able to offer information and guidance on how to maintain your home and also make referrals to support services.

We're responsible for most repairs in your home, but there are a few repairs that you can carry out to save time waiting for our Repairs team to come out.  Our step-by-step videos will talk you through the basic repairs around the home, making it easy for you to change a toilet seat, isolate a leak and change the batteries in your thermostat! 

For more information on repairs responsibilities, check out our Repairs and Maintenance policy

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