Help & Support

• 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’s 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

You’re responsible for:

• Kitchen worktops, units, doors, drawers and handles
• Faulty taps, plugs and chains
• Basin, sink, bath, toilet bowl and toilet seats
• Cosmetic damage
• Shower, shower screen or curtain, curtain pole and hoses and heads
• Limescale
• Blockages - in a flat 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. Depending on your lease we may 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

You’re responsible for:

• Smoke and carbon monoxide monitors alarms - either battery or mains fitted
• Electric wiring - such as 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 - this includes radiators
• Cold water tanks
• Lightbulbs within the home
• Resetting trip switches
• Bleeding radiators

We’re responsible for:

• Intercom systems -  there will be a recharge 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 your home

You’re responsible for:​​​​​​

• Structural damp (rising or penetrating damp) - we may be responsible for this for some leaseholders, so please check your leases. Shared owners and leaseholders will need to get their own damp survey if they’re experiencing issues and if the cause is something we’re responsible for we’ll repay the costs of this 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
• Filling any holes allowing pests to get into home - we may be responsible for this, so please check your lease
• Ensuring 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 a 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
• Non communal water butts and washing lines
• Tree stumps
• Garages and stores

We’re responsible for:

• Blocked drains in communal areas

You’re responsible for:

• Blocked drains 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 - mainly for flats as opposed to houses, however please 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 aerials - we’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 communal 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