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Change of your Landlord

Questions & Answers


Transfer of your property to Legal & General Affordable Homes

You might have questions about the change to your landlord. We hope this document will provide clear answers about what to expect from this change.

Legal & General Affordable Homes is a Registered Provider of affordable homes. We provide a range of services to you through our Management Provider, Pinnacle.

Pinnacle Group is a housing provider, they also manage properties on behalf of a number of Local Authorities and Registered Providers. For Legal & General Affordable Homes, Pinnacle oversee all landlord related services on our behalf, and they are your main point of contact for any general queries.  They work across the country and have built strong relationships with local partners and communities.

Customer Portal – My Brolly

My Brolly is our online housing customer portal, where you can manage every aspect of your home. You will be sent login details by email to set up your access for My Brolly. Once you have received this you can log in at any time and raise requests for services, from reporting a repair, paying rent, to making a general enquiry for further information or help – everything is in one place.

Can I report issues in my home using My Brolly?

If you rent your home, you can raise a repair by logging into My Brolly and click on the ‘Report a New Fault’ button. This will be picked up by Pinnacle who will book an appointment for you.

If you are a shared owner, most repairs that occur in your home will be your responsibility to fix. If you have an issue in your home that you think we are responsible for, please use the ‘Raise a Query’ option in My Brolly and we will look into it further.

Can I edit my contact details in My Brolly?

It’s important to keep your contact details up to date. You can update your email and/or phone number by clicking on the Account & Profile section in My Brolly.

Can I update who lives with me in My Brolly?

You can directly update your household members. You can visit the Account & Profile section and navigate to ‘Household Members.’ Here you can click ‘Add more’ to let us know that someone else has moved in with you, or ‘Remove’ if someone has moved out.

What if I don’t have a login or password to use My Brolly?

If you have not received a link to log into My Brolly, please email and we will arrange to re-send the details to you.

Can anyone else in my household also register to use My Brolly so we have more than one account?

Yes, if there is a joint shared owner/tenant, they can also have full access to My Brolly. To do this, the current account holder can visit the Account & Profile page and click ‘Provide My Brolly Access.’ Access can only be provided for another joint owner and no other household member.

Rent and Service Charge Information

Will the way I pay my rent change?

Yes, you will no longer pay your rent and service charges to Orbit. You will be able to pay us in one of two ways – either by Direct Debit (see below) or by card directly online in My Brolly.

What will happen with my current Direct Debit?

As part of the transfer from Orbit, we will need you to set up a new direct debit. This can be done easily through My Brolly once we have sent you your login details. To ensure your account doesn’t fall into arrears, please don’t delay setting this up.

The day of the month we ask you to pay might change – we collect all Direct Debit Payments on or shortly after the 1st working day of the month.

I am in credit/arrears on my rent account, will this all transfer to Legal & General Affordable Homes?

Yes, your closing balance with Orbit will be transferred to us. If you had a credit on your account with Orbit you will still be in credit with us and if you are in arrears, Pinnacle will work with you to agree a plan to bring payments up to date.

Can I download a copy of my rent statement?

Yes, once you are registered on My Brolly, you can visit the Account & Profile page and click on ‘Rent Statements’ at the top of that page.

Will my rent and service charge change?

Your rent and service charge will not immediately change as a result of the transfer of ownership to Legal & General Affordable Homes Ltd.

Any future rent increase will still apply as per the conditions of your lease agreement.  Your service charges are calculated using the costs for delivering services, which are reviewed and reconciled annually. You will receive formal notification in advance of any increases, in line with your lease agreement.

I receive Housing Benefit or Universal Credit to support with the payment of rent, what should I do?

If either of these payments are paid directly to you, you will need to ensure that you make these payments onto your rent account via My Brolly.

If Housing Benefit payments were being made directly to Orbit, you will need to contact your Local Authority and change the landlord to Legal & General Affordable Homes and provide them with your new account number. This can be provided to you by Pinnacle.

If your Universal Credit payments were being made directly to Orbit, you will need to contact the DWP and change the landlord and account number details to your new management provider Pinnacle, who will provide you with these details. This will ensure that any payments are allocated to us correctly. If you are unsure on how to progress this, please contact Pinnacle and they will explain what needs to be done.

Will my management fee change and by how much?

The management fee you pay as part of your service charge will change when your next annual review is due. It is based on the costs we pay Pinnacle to look after your home. This cost will be different to the charges Orbit applied.

The fee Pinnacle charge for managing your home is £440.75 including VAT per year. This management fee is based on the costs of delivering services, which are reviewed and reconciled annually through your service charge.

This management fee will also increase in line with inflation each year, you will be notified as part of your annual rent and service charge notification.

Will my buildings insurance costs change?

As a result of the sale of your home from Orbit to Legal & General Affordable Homes, your building insurance costs will change when your next annual review is due.

These costs will increase but we are committed to reducing the impact of this for you, so, we will keep the charge for the insurance portion of your service charge the same as it is now until 31 March 2026.

When the new insurance charge is introduced in April 2026 this will be based on the market conditions at the time, and we will notify you what this change in cost will be.

This fee does not include any home contents cover, that is your responsibility to take out for your home.

My lease agreement and household information

It is important to ensure that your contact details are up to date, so please check your phone and email address on the letter we sent and if these are blank or incorrect, please contact Pinnacle so your account can be updated.

Will my lease for the home change?

No, your lease remains the same, we will take over responsibility for this from the transfer date.

Can I still sell my home?

Yes, as your lease conditions are unchanged, you can sell your home as per the clauses in your lease. If you would like to discuss this, you can raise a query via My Brolly and Pinnacle will contact you to discuss the steps needed to progress a sale.

Do I still have the option to staircase and buy more of my home?

This is dependent on your lease conditions and whether there are any restrictions to staircasing. If you can buy more of your home, and your lease allows this, then we can discuss next steps.  You can raise a query via My Brolly and Pinnacle will contact you.

I live in a flat and the block was not owned or managed by Orbit is this now changing?

No, Legal & General Affordable Homes have only purchased the leasehold interest in your specific property, we do not own the freehold. The company which manages your block will remain unchanged, if you contact them directly to discuss any wider estate management matters, you can continue using the same contact provided by Orbit.

If, however, Orbit previously owned the freehold of your block, then this will be transferred to us.

Other general information

Who should I contact if I have a question about this change?

If you have questions, the easiest way is to raise a query through My Brolly.  If you have any urgent queries, you can contact Pinnacle using their contact details below:

How do I contact Legal & General Affordable Homes?

If you have any queries related to your home or the service provided by Pinnacle, the easiest way to contact us is through My Brolly. You will receive login details shortly so you can access this portal.

Once logged in you can use the Help & Queries section to raise your queries.

How is my data processed?

Your data is processed in line with our privacy policy, which you can find here: Privacy Policy – Legal & General Affordable Homes (

We hope this frequently asked questions document has been useful. If you have any further queries, please do contact us.