Welcome to VIVID

We have a variety of options for how you can pay your rent and service charges which you can find here How do I pay my rent? | Make payment | My account | VIVID  

• If you usually pay by Direct Debit, you’ll need to complete a new Direct debit form as soon as possible. Here's the link to Direct Debit form 

We will set this up to start on your first charge after completion. Please note, new direct debits require a minimum of 10 working days before the first collection. If your direct debit isn’t set up in time, we will contact you to agree the first date and payment.  

• If you pay by standing order you will need to contact your bank to cancel your current schedule and request a new standing order is set up using the below details:  

Account Number: 4061 4026 

Sort Code: 52-41-07 

Name: VIVID Housing Ltd 

Reference: Your new tenancy reference number  

• If you pay via payment card, please contact us on 0800 652 0898 to order a new card. 

• To pay via our payment line please call 0800 092 8920, you will need your tenancy reference number to hand. 

• Yes, your Housing Benefit/Universal Credit arrangements will remain the same. We’ll be contacting the council and the Department of Work and Pensions (DWP) to tell them of the change in landlord and they will contact you if you need to verify this.  

• Once we’ve notified the DWP that you’ve changed landlord, we will verify your rent through the landlord portal, and this will create a notification on your journal.  

• If your housing costs are to be paid to us directly as part of your Universal Credit claim, you’ll see a notification on your journal that we have re-requested this as your preference.  

The terms of your tenancy agreement or lease will not change in any way. Your rights and responsibilities under your tenancy or lease will remain the same.

No, your rent will remain the same, unless you are due for a review in line with your agreement (usually this will happen in April). If you are you will be notified in the usual way. 

If there are any arrears associated with your home, we will have already been notified of this by L&Q as part of the work around the transfer as well as any payment arrangements that are in place. We will contact you over the next few weeks to check if the arrangement is still affordable for you as well as discussing any other support that might be useful. 

There may be changes to the way we deliver the services you receive which may have an impact on what you pay, but we’ll let you know in advance if there are any changes to your service charges. The way your service charges are calculated will remain the same. You can find a full list of the services that we deliver here

We’ll follow the same service obligations set out in your tenancy or lease agreement, and we’ll continue to deliver these services for you. If there are any changes, we’ll be sure to let you know. 

We have dedicated officers who are responsible for the area where you live. 

No, we will uphold the Right to Acquire if you and your property meet the government criteria.

There are no changes to the terms of your agreement and so if you were eligible to exchange previously, you’ll still have this right. We offer free access to HomeSwapper, the national mutual exchange website to support you in finding a swap partner.  If you are already registered on HomeSwapper then you’ll need to update your account to show VIVID as your landlord.  

If you are currently in the process of swapping your home, then we will see this process through still working to your original deadline date.  

Yes, L&Q will let us know the details of the property you’ve been offered and what progress has been made so far on your application, we will then see this process through to you moving in or declining the property.

Please follow the instructions given to you by L&Q when you gave notice on the property. 

Ways that you can contact us: 

• You can use the customer online account where you can raise repairs, pay your rent and check your balance.  The link to the online account can be found here (Link to online account) Your tenancy reference is your customer reference which you will need to register/login. 

• WhatsApp – send us a message on 07401 329880; this is a secure service, so rest assured any conversations, documents or other attachments will be safe 

• Live chat – Our chatbot will ask you some questions first and if you aren't able to find the answer to your query through chatbot, then you’ll be put through to live chat with one of our Customer Experience Advisors when we're open 

• Phone – you can call us on 0800 652 0898. If you do call us by phone, please do listen carefully to all the options before making your choice. If you have a repair emergency out of office hours you can contact us on the number shown and our out of hours contact centre will be there to help you. 

We have a fantastic team of multi-skilled advisors available by phone and chat to help you. They are highly trained and equipped to handle inquiries related to your tenancy, rent account, repairs, and more. Our goal is to resolve your questions through this team, but for more complex issues, we will connect you with a specialist. 

L&Q were responsible for completing emergency repairs on your home until VIVID became your landlord, but if the repair was requested 24 hours or less before the 2 December this repair will pass to VIVID to complete. 

If you raised a non-emergency repair before the 3 November 2024 and this was not completed by L&Q before 2nd December 2024, VIVID will complete your repair.  

For information about our repair response times and repair responsibilities click here. 

We will arrange to do stock condition surveys of your property by July 2025 so that we can ensure that any identified improvements that are needed are added to our planned works programme. You will be notified in due course when this will happen and following the survey we will write to you to confirm our findings. 

Yes, if you currently have the right to staircase this will not change. The conditions of your lease will remain the same. 

You have no obligation to inform your lender as the mortgage agreement is between you and the lender, we as your landlord is not part of that agreement. The change of landlord does not impact the lender. You may wish to tell your lender of the change just for information. 

We’ll be happy to help you if you want to sell your shared ownership home in the future - just email leasehold@vividhomes.co.uk and one of the Resales Officers will be able to help.  Alternatively, our resales leaflet is available here and gives all the information you need about selling your property.