Contact us


Struggle to get through on the phones during busy periods?

Our Customer Service line can be very busy,  especially in the winter, before 9.30am and after 4pm. We’d like to make sure we are better placed to answer emergency calls. So, if you have a non-urgent matter, why not try and report it in another way and avoid our peak call times?
There are several other convienent ways to get in contact with us, detailed below, including 'Your online account' - the online resident portal, email, text, the Rent payment line and social media.          


Your online account - our online portal

Log in or register with 'Your online account', our online residents' portal.  From here, you can:

- check your rent statements
- report or track repairs (either to your home or for your building)
- update your contact details
- lodge a compliment or complaint
- make rent payments


Drop us an email

You can use our general enquiry form to get in touch, or alternatively:

To report a repair, contact:

For other enquiries, email:, or (if you'd like to buy a home) 


Text us

You can use our text messsaging service for a variety of things. You'll automatically be opted in if we hold a mobile telephone number on your record. To learn how to opt out and read other commonly asked questions, visit our FAQs page. The number to text is 07860 024380, and here are the keywords to use:

Text us the word ‘balance’ and we’ll provide our current rent balance, last payment amount, and amount/date of last Housing Benefit payment

Text us the word ‘repair’ and we’ll call you by the end of the next working day to discuss your repair needs

Text us the word ‘rebook’ and we’ll note that you want to reschedule a planned repairs appointment, and will call you by the end of the next working day to confirm a new date

Text us the word ‘rent’ and we’ll call you by the end of the next working day to discuss your rent account


Our Customer Service team aim to respond to emails, texts and 'Your online portal' queries by close of business on the new working day.


Keep in touch 

You can also ask us a question on social media, and we'll get back to you as soon as we can within working hours! You can also visit our social media pages for details of local offers, service updates, industry news and an insight into our company. 

Rent payment line

0800 092 8920* (free to call from landlines and mobiles)

Call our automated rent payment number to pay your rent quickly, and easily 24 hours a day 7 days a week. You can also access this by pressing option two on the number below. 

You will need your tenancy reference number and tenancy start date to hand so that we can verify your identity along with your credit or debit card to make the payment. Once your payment has been made you will be given a reference number to confirm your payment.  


Give us a call

0800 328 6461* (free to call from landlines and mobiles)

Our opening hours are 8.30am - 5pm on Monday to Thursday, and 8.30am - 4.30pm on Fridays. We aim to answer your calls as quickly as possible, but during peak times we may experience a high volume of calls. If your repair or query isn't urgent, it may be quicker to raise it through Your online portal, or send us an email. 

For out-of-hours emergencies:

Call 0800 328 6461 (Free to call from both landlines and mobiles. Operates 5pm - 8.30am, Mon to Thurs and 4.30pm - 8.30, Fri to Mon).

When we attend to emergencies, we may be unable to make a full repair at that time. We will make the repair safe, but might have to come back during working hours to complete the work. For more information, please read our Repairs Handbook.

If you suspect you have a gas leak, please ring the National Gas Helpline immediately on 0800 111 999 (free to call from landlines and mobiles).


Press and media enquiries

All press and media enquiries should be sent to our PR & Communications Team, via


VIVID Housing Limited is registered in England and Wales as a registered society under the Co-operative and Community Benefit Societies Act 2014 under number 7544 with exempt charity status and as a registered provider of social housing with the Homes and Communities Agency under number 4850. Our registered office is at Peninsular House, Wharf Road, Portsmouth, Hampshire, PO2 8HB.

All customer contact may be monitored or recorded for training purposes and in appropriate legal situations.