There are several ways that you can contact us: 

• Online account – read more below 

• 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 (open conversation by saying Hi, Hello) 

• 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 (see times in next section below) 

• Phone – you can call us on 0800 652 0898. We’re open 8.30am - 5pm Monday to Thursday, and 8.30am - 4.30pm on Friday. If you do call us by phone, please do listen carefully to all the options before making your choice 

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 enquiries 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.  

Your online account is the best way for you to raise repairs, pay your rent, check your balance, and much more. 

It’s quick and simple to set up. You’ll need your tenancy reference number which we’ll send to you by letter in the next week or so. 

• Go to https://customer.vividhomes.co.uk and click ‘Create an account’  

• In customer reference number, enter your tenancy reference (found on any letters we’ve sent you)  

• In email, enter your email address - please note this must be the same email address that we hold for you. If we don’t already have your email address then (refer to steps in last newsletter) 

• In password, create a secure password that meets the criteria shown, then confirm it in the next box  

• Click ‘Create account’ to finish. You will then be sent an email to validate your email; once this is done you will be able to log in and use your account 

If you need an emergency repair, or have another emergency, please call us on 0800 652 0898.  An emergency repair is something that’s causing danger to you or your home.  There’ll be someone to take your call, any time day or night. Remember, if we come to your home and the repair isn't an emergency, you may be charged an emergency call-out fee. 

The terms of your tenancy agreement or lease will not change in any way. Your tenancy agreement or lease will be transferred to VIVID and your rights and responsibilities will remain the same unless you agree to any changes. 

When your Assured Shorthold Tenancy ends, A2Dominion’s current policy is that it will change to an Assured Tenancy. VIVID will do the same. 

We have various options for making payments which you can find here https://help.vividhomes.co.uk/my-account/make-payment/how-do-i-pay-my-rent#top 

• Direct debit – Direct Debit is the easiest way for you to pay. If you usually pay by direct debit, you’ll need to set up a new direct debit; you can set this up on your online account, or you can complete a form on our website at  https://www.vividhomes.co.uk/direct-debit-form 

We will set this up to start on your first charge date 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. 

We offer multiple payment methods to fit your schedule: 

• Monthly Direct debits on the 1, 8, 15, 22, or 25 of month 

• Weekly Direct debits on Monday or Friday 

• Make a payment through your online account under the ‘payments’ section 

Setting up a standing order using your tenancy reference 

If you choose to pay on an alternative date to that agreed in your tenancy, you must ensure all charges are covered. For example, if you have a weekly tenancy charged every Monday but choose to pay on the 1st, you’ll be paying for the month ahead to ensure you’re compliant with all payments due and your account doesn’t fall into arrears at any point. 

• Online account - You can pay online through your online account via your 'Payments' section. You'll need your customer reference to register – which we will send to you separately. You can pay 24 hours a day, 7 days a week  

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

• Standing order/bank transfer - 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: 40614026 

Sort Code: 52-41-07 

Reference: Your new tenancy reference number (this will be sent to you separately) 

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

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

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. 

If there are any arrears associated with your home, we’ll have already been notified of this by A2Dominion. If you have an agreement to clear the arrears please continue to make payments in line with that. We will contact you over the next few weeks to check if the arrangement is still right for you as well as discussing any other support that might be useful. 

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. 

This will transfer to VIVID and will be updated as of 19 August. 

If you’re struggling to pay rent or worried about debts, it’s important that you speak to the income team as soon as possible so we can help you to try and find a solution. 

You can call us on 0800 652 0898 – we’re open 8.30am-5pm Monday to Thursday, and 8.30am - 4.30pm on Friday.  

You can also contact us through Live Chat on the website, and WhatsApp on 07401 329880. 

We offer a range of support services via our money and benefits team so please get in touch if you’re worried. 

There are many different ways you can tell us if something needs fixing. The best way is to use your online customer account (once it's been set up). 

Online account - You can report non-emergency repairs through your online account by going to 'Manage repairs' and selecting 'Report a repair' 

Chat online – accessible via the website 

Phone - call us free on 0800 652 0898 and speak to our friendly Customer Experience team. We're open 8.30am - 5pm Monday to Thursday, and 8.30am - 4.30pm on Friday (unless there’s a bank holiday) 

If it's an emergency, please call us free on 0800 652 0898. If it is Out of Hours our team will be on hand to support and raise any emergency works, see below. 

If you need an emergency repair, or have another emergency, please call us on 0800 652 0898. There’ll be someone to take your call, any time day or night. Remember, if we come to your home and the repair isn't an emergency, you may be charged an emergency call-out fee. 

If you previously asked A2Dominion to carry out a repair before the transfer to VIVID but the repair hasn’t yet been started or completed, A2Dominion will be providing us with any outstanding repairs you have raised in your homes which we will process. We’ll be in contact to arrange an appointment. If you have any concerns, please let us know. 

When you tell us about a repair, we’ll ask you all the details and give the job to 1 of our 300 tradespeople. The repairs we can’t do are done by carefully selected specialist contractors. We keep a close eye on contractors to make sure they deliver the same high standardsthat we expect from our tradespeople 

Check here for details on what repairs we and you are responsible for.  

If you’re not happy with our service to you, we have a variety of ways you can contact us to find an answer to your query or ask for the matter to be reviewed. 

• Online account - a great way to contact us and get regular updates is to register for an online account. Once set up, in the Virtual Assistant Chat function, type the word “dissatisfaction” and that will take you through the process to log a complaint  

• WhatsApp - you can also use our chat function in WhatsApp on 07401 329880 

• Phone – you can call us on 0800 652 0898. We’re open 8.30am - 5pm Monday to Thursday, and 8.30am - 4.30pm on Friday. If you do call us by phone, please do listen carefully to all the options before making your choice 

• Chat Virtual Assistant - when we’re open the virtual assistant will ask you a few questions before connecting you with a staff member to Live Chat 

• When we’re closed, the chat Virtual Assistant will capture the details of your complaint ready for when we’re open 

If you have an open complaint with A2Dominion, this will remain their responsibility right through to conclusion. This applies to all complaints, including stage 1 and stage 2 complaints. They will only involve VIVID if necessary to reach a successful outcome.

If you are waiting for a ruling by the Housing Ombudsman about a complaint against A2Dominion, this will remain the responsibility of A2Dominion.