Help & Support

1. Set up your VIVID online account
2. Choose your payment method (Direct Debit, Standing Order, Alternative Payment Arrangement)
3. Apply for welfare benefits if eligible
4. Take initial meter readings (gas, electricity, water) and set up your utilities
5. Ensure benefit claims are in process to cover rent and Council Tax
6. Register on the electoral roll
7. Understand your 14-day post void repair warranty and report any new repairs
8. Contact your Income officer if you have concerns about paying rent

• Start by creating your VIVID online account. Click on "Create Account," and follow the steps to enter your details such as your tenancy reference number
• This will help you manage your repairs, rent and tenancy online

If you're unable to view the above video, you can also check it out on YouTube too.

• Choose your payment method: Make sure your payment method is sorted (Direct Debit, Standing Order, Alternative Payment Arrangement)
• Apply for welfare benefits if eligible: If you qualify for welfare benefits, apply right away to help with your rent. You can do this online or by visiting your local benefits office. If you need assistance, your Income officer can help you with the application
• Income team welcome call: Our Income team will give you a friendly call to introduce ourselves and discuss your rent account. It's just a quick chat to make sure everything is set up correctly
• Contact your income officer if you have concerns: If you're worried about paying rent, talk to your Income officer as soon as possible. We're here to help and can offer solutions to make things easier for you. In your online account, you'll find an income case that you can message your income officer direct

If you're unable to view the above video, you can also check it out on YouTube too.

• Take meter readings: When you move in, take readings from your gas, electricity, and water meters. Write down the numbers and contact your energy provider to give them these readings. This ensures your bills are accurate from the start
• Set up your utilities: Contact your utility providers (gas, electricity, water) to set up your accounts. Give them your meter readings to ensure accurate billing
• Apply for social tariffs: If you're eligible, apply for the social tariff for your water and broadband services. You can apply for fresh water and waste water separately or together. Contact your providers to find out how to apply

If you're unable to view the above video, you can also check it out on YouTube too.

• Ensure benefit claims are in process: Make sure your benefit claims are either being paid or are in the process of being approved to cover rent and Council Tax. If you need help with this, your Income officer can assist you
• Get help with setting up bills: If you need help setting up your bills, such as rent, energy, water, and Council Tax, ask your Income officer. Let us know and we can get you the help you need
• Register on the electoral roll: Don't forget to register on the electoral roll. It's important! You can do this online or by filling out a form from your local council

If you're unable to view the above video, you can also check it out on YouTube too.

• Post void repair warranty: If you notice outstanding repairs when you move into the property, our Empty Homes team will rectify these within a 14 day warranty period if we haven’t notified you already
• Reporting new repairs: Make sure to report any new repairs after the initial 14 days
• Utility information provided: When you move in, you'll receive information about your utilities (gas, electricity, water). This will help you set up your accounts
• Gas and electricity setup: Gas and electricity are usually set up with British Gas, but you can choose other providers if you prefer. Shop around to find the best deal for you
• Provide previous bills: Provide any previous bills in VIVID's name from the former energy provider. This helps us ensure everything is set up correctly

If you're unable to view the above video, you can also check it out on YouTube too.