Transparency and STAIRs
We’re open about how we provide our services, our actions, spending and performance
We’re open about how we provide our services, our actions, spending and performance
We’re committed to being open and transparent, and making it easier for you to find information about your home and the services you receive.
Social Tenant Access to Information Requirements (STAIRs) make it easier for you to access key information about us, how we operate and the services we provide. This can help you better understand the services you receive and hold us to account.
We’ve brought important information about our housing services together in one place, so you can find what you need without having to ask.
We’ve organised the information into clear sections to make it easy to navigate. We’ll regularly review and update this page to make sure the information remains accurate and add new information when required.
Find out more about who we are, how our organisation is run and how key decisions are made.
You can find information on:
Our Customer Influence Strategy 2024–2028 explains how customers can influence decisions, shape services and help improve homes, communities and neighbourhoods. The strategy sets out our commitment to listen, understand, learn and act on customers' feedback. You can find out more about our Customer Influence Strategy here.
Customers have a clear role within our governance arrangements – find out more about our customer forums below. Minutes for the Resident Groups meetings can also be accessed using the links:
Through VIVID Plus, we provide targeted support and investment to help communities thrive, improve life chances and support customers to sustain their tenancies. You can find more here.
We're committed to keeping our customers information through our regular e-newsletters, printed newsletters and online news stories.
Find out more about how the income we receive is used to manage, maintain, and improve our homes and services.
Housing procurement helps housebuilders and suppliers work together, share information about contracts and tender opportunities. Find out more about our procurement process.
For information about how rents and service charges are calculated, annual rent review arrangements, and current rent levels for social and affordable housing tenures, read:
Find out more about how we maintain, repair, and invest in our homes.
VIVID owns and manages a range of homes, including houses, flats, bungalows, general needs housing, supported housing and specialist accommodation. Find out more about how we manage them here:
Find out how we allocate and let our homes, as well as your options for mutual exchange, shared ownership and home ownership:
Find out how we're performing and how well we're delivering services for customers
The Housing Ombudsman produce an annual summary of our performance for escalated complaint cases, showing how we’ve performed and how we compare to other landlords. Our 2025/26 ‘maladministration’ rate (where the Ombudsman has found failure in our service delivery) was 54% compared to a national average maladministration rate of 62%. View the report here.
We review our complaint processes each year to ensure we meet the requirements of the Housing Ombudsman’s Scheme and accompanying code. The code sets out good practice that allows us and other landlords to respond to complaints effectively and fairly. This includes how we use learning from complaints to drive service improvements. We’ve carried out a self-assessment against the Code, which shows how we comply against the requirements.
The Housing Ombudsman publish decisions on the cases they’ve investigated on their website - follow this link to find our cases.
Find out more about our complaints process and our housing ombudsman orders here.
Information about independent audits, regulatory assessments and external reviews of VIVID's housing management services.
Find out more about our services, as well as the help and support available.
Our policies explain how we deliver our services to customers.
All your feedback matters We want to know what we're doing well and what services you feel could be improved. Let us know...
Find out moreOur Board makes sure we're always one step ahead by looking to the future. This means we’re well set up to keep delivering ‘More homes, bright futures’ for our customers
Meet the team
