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Vivid repairs: how to report a repair, phone numbers and timescales
How to report a repair to Vivid: the repairs phone number and emergency line, reporting a repair online, and how long Vivid has to fix it. Vivid’s own target for routine repairs is 28 days.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: help.vividhomes.co.uk
Has Vivid been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Vivid’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Vivid’s emergency line is here.
How to report
Reporting a repair to Vivid
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Vivid misses its own target, complain. You may also be able to claim.
- WhatsAppMessage 07401 329880 and send ‘Hi’. Advisers are available 8.30am to 5pm Monday to Thursday and 8.30am to 4.30pm Friday.
- Web chatChat on the VIVID website. Outside opening hours it logs your query and someone gets back to you by the end of the next working day.
Emergency repairs
When to call Vivid straight away
Phone Vivid straight away if anything puts someone in danger or leaves your home unsafe. Free to call. Open 8.30am to 5pm Monday to Thursday and 8.30am to 4.30pm Friday; emergencies answered 24 hours a day. The number is in Vivid’s repair contacts.
- 01A severe leak or burst pipe that can’t be contained
- 02A leak affecting the electrics
- 03An electrical fitting that is sparking or smoking, or bare wiring
- 04Your home isn’t secure because of a damaged front door or ground-floor window
- 05Total loss of electricity, water or gas (when the supplier has no fault)
- 06A sewage leak
- 07A leaking roof or unsafe structure
- 08No heating or hot water between 1 October and 31 March when someone in the home is vulnerable
What counts as an emergency, from help.vividhomes.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Vivid.
Timescales
How long Vivid has to fix it
Vivid’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Vivid’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Lift breakdown | 4 hoursWithin 1 hour if someone is stuck in the lift. | No fixed legal limit unless it’s a hazard |
| Emergency | 24 hoursSometimes only made safe within 24 hours, with the full repair later. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 calendar days | No fixed legal limit unless it’s a hazard |
| Routine | 28 daysComplex jobs may take longer. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Visits within 10 working days when you report damp, mould or another serious hazard, with a summary of findings within 3 days. If a health hazard is found, repairs start within 5 working days; emergencies are made safe within 24 hours. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from help.vividhomes.co.uk and Vivid’s damp and mould page, checked 7 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 days ago? That’s past Vivid’s own target. You could claim compensation.
Start your claimYour options
If Vivid doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Vivid for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Vivid
This can get Vivid to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Vivid to put things right.
How to complain to VividYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Vivid
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Vivid
Acknowledged within 5 working days, with a full reply within 10 working days.
- Stage 2
Ask for a review
Ask within 15 working days of the stage 1 reply. You’ll hear within 5 working days if it’s accepted, then get a reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Vivid to put things right.
Vivid’s record
How Vivid performs on repairs
of Vivid tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Vivid in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Vivid
- How it handled damp and mould.Maladministration
Sources: Vivid tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Vivid’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Vivid repairs: questions
What is Vivid’s repairs number?
0800 652 0898. Free to call. Open 8.30am to 5pm Monday to Thursday and 8.30am to 4.30pm Friday; emergencies answered 24 hours a day.
What is Vivid’s emergency or out of hours repairs number?
0800 652 0898 (Repairs and emergencies). Free to call. Open 8.30am to 5pm Monday to Thursday and 8.30am to 4.30pm Friday; emergencies answered 24 hours a day.
Can I report a repair to Vivid online?
Yes, at customer.vividhomes.co.uk. Report non-emergency repairs in your online account (Manage repairs, then Report a repair). You need your customer reference number to register.
How long does Vivid have to fix a repair?
Its own targets run from 4 hours (lift breakdown) to 28 days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Vivid tenants?
Since 27 October 2025, Vivid must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Vivid’s own damp and mould commitment: Visits within 10 working days when you report damp, mould or another serious hazard, with a summary of findings within 3 days. If a health hazard is found, repairs start within 5 working days; emergencies are made safe within 24 hours.
How do I complain about a repair to Vivid?
Complain to Vivid first, online. Acknowledged within 5 working days, with a full reply within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Vivid?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Vivid for you. It’s free to check.
Start your claimIs Report Repair part of Vivid?
No. Report Repair is independent and not part of Vivid or any council or housing association. We show Vivid’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Vivid has to fix, by problem
Not Vivid?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
- Waverley Borough Council repairsCouncil
- Wealden District Council repairsCouncil
- Welwyn Hatfield Borough Council repairsCouncil
- West Kent repairsHousing association
Reported a repair to Vivid and still waiting?
About 2 minutes. No documents. Free to check.