Welcome to VIVID

Everything you need to know about us and our services

As you’ll be aware, Grainger has consulted with you about a transfer of landlord, and we’re delighted that they have chosen us to be your new landlord from 11 September 2023.

You may already know that we're a leading provider of affordable homes in Hampshire and the surrounding counties and have a large number of properties in the Basingstoke and Deane Borough with one of our offices situated at Houndmills.  You can find out a bit more about us below, as well as answers to some questiosn that you may have.

Who are we? 

We believe that everyone has the right to a safe and secure place to call home and as one of our customers you’ll also have access to a wide range of tailored support to sustain your tenancy and look after your wellbeing. This is summed up in our vision “More homes, bright futures”.  You can find more details here.

What next? 

Please find below the information that you will need to know to be ready for 11 September:

  • Your tenancy agreement/shared ownership agreement will remain the same – so there is nothing for you to do.
  • If you need to contact us from 11 September 2023, you can call us on 0800 652 0898 (we're open 8.30am - 5pm Monday to Thursday, and 8.30am - 4.30pm on Friday) or you can send us a message using our online form here.
  • You’ll have a dedicated Neighbourhood Officer for your area (Carly Potter), an income officer (Sophie McGowan for our rented customers and Emily Gledhill for our shared ownership customers), and a service charge and leasehold officer (Kate Horwood).  
  • If you paid a deposit to Grainger at the start of your tenancy, this'll be honoured by us. We’ll be in touch in the next couple of weeks to confirm this.
  • We will be in contact after 11 September to confirm the balance on your rent and service charge account that has been transferred over by Grainger.  Grainger will collect your rent and service charge payments for September and will transfer monies to us for the period 11 September to the 30 September. If you pay by Direct Debit you’ll need to complete this form. Please complete this as soon as you can so we get this set up in time for your October payments.
  • If you pay by standing order you’ll need to contact your bank to cancel your current schedule and request a new standing order is set up using the following details: (Account Number: 4061 4026. Sort Code: 52-41-07. Reference: Your new tenancy reference number.)
  • If you pay by phone card, we’ll be in touch with you to confirm what options there are to pay from October.

We’ll be in contact with you again in a few weeks but if you have any concerns in the meantime, please either contact us or Grainger.

Your questions answered

We'll be notified by Grainger if there are any arrears when your home is transferred to us and what payment arrangement you have in place. We aim to contact you in the first few weeks to make sure that arrangement is right for you and discuss any other support that might be useful.

There are a number of ways that you can contact us – either by calling us on 0800 652 0898 or you can send us a message using our online form.

You can also use our online account where you can raise repairs, pay your rent and check your balance. 

You’ll have a dedicated Neighbourhood Officer for your patch, Sophie McGowan ad also a dedicated Service Charge and Leasehold officer, Emily Gladhill. There is also a dedicated income officer.

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 advise 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 are changing landlord, we'll verify your rent through the landlord portal, and this will create a notification on your journal.

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

If you’ve asked Grainger to undertake a repair which hasn’t been completed, please let us know and we’ll raise a repair request with our Repairs team.

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 is between the lender and the purchaser, the landlord is not a party to it.  The change of landlord does not impact the lender. You may wish to advise your lender of the change just for information.

We’d be happy to help should 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 on our website and gives all the information you need about selling your property.