Introduction of My Brolly

Why have you introduced My Brolly? 

My Brolly will allow customers living in one of our homes to log on at any time and manage most aspects of their home – from reporting a repair, asking a question and paying rent – everything will be in one place. 

What can I do in My Brolly? 

Your rent account – you will be able see your current balance and payments, adjust the amount you pay, set up a direct debit and download a statement. 

Repairs – you can use our online diagnostic tool, request a repair, see the status of a repair you have raised and see the repair history in your home. 

Questions – you can let us know if you have any queries, view your household account, ask for an adaption in your home or permission to keep a pet. 

How do I register for My Brolly? 

You will be sent a welcome email with a link to My Brolly where you can log on and create your password. 

I have logged into My Brolly and I am not sure the information I can see is right? 

If there is anything in My Brolly which you think is incorrect, please notify us through the ‘contact us’ section and one of the team will review your comments and come back to you. 

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 mybrolly@landgah.com and we will arrange to re-send the details to you. 

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

Yes, if there is a joint owner, 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.  

How is my data processed? 

Your data is processed in line with our privacy policy, which you can read here. Privacy policy – Legal & General (legalandgeneral.com) 

Will the way I pay my rent change? 
Yes, you will no longer pay your rent to Raven as you do now. You will be able to pay Legal & General in one of two ways – either by Direct Debit (see below) or you will be able to make card payments directly online in My Brolly. 

I am in credit/arrears on my rent account, will this all transfer to Pinnacle? 
Yes, your closing balance with Raven will be transferred to My Brolly, and Pinnacle will take over any issues relating to credit or arrears on your account. 

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

If you receive either of these payments directly to you, you will need to ensure that you pay Legal & General directly as outlined above.   

If these payments are made directly to Raven we will arrange for this to be transferred and we will write to you separately to let you know what you need to do.   

What about Direct Debits?  

As part of this change, we said we would transfer your Direct Debit to Legal & General Affordable Homes. 
 
Unfortunately, we have not been able to transfer your Direct Debit as planned – we are sorry for any inconvenience this may cause you. 
  

What you need to know:

• Before the transition of the management of your home to Pinnacle we have ensured your existing Direct Debit is cancelled.
• This means that you will need to pay your rent for August via My Brolly, once we have sent you log in details.
• Once you have access to My Brolly you will then be able to complete a new Direct Debit instruction, ready for September (due on the first of the month).
• The new Direct Debit will be collected by Go Cardless and ‘L&GAFFORDABLEHOMES’ will appear on your bank or building society statement. 
• Go Cardless will notify you each month when they are taking the payment.

What do I need to do?

Pay August Rent:

• Please pay the August rent by card when you receive your My Brolly login details (after 1st August).
• We acknowledge this means your rent, due on 1st August, will be late. We understand this will be the case but we want to allow time for you to get familiar with My Brolly and adapt to the new payment process. If paid in August, the late payment won’t affect your account.

Set Up Your Ongoing Direct Debit:

• Once logged into My Brolly please set up an ongoing Direct Debit ready for 1st September.
• The new Direct Debit system can only be set up to take payments on the 1st of each month, in line with your lease or tenancy agreement. If the 1st falls on a weekend or bank holiday, the Direct Debit will be collected on the next working day

The amount of rent you pay will not be affected, but the day of the month we ask you to pay will change – we collect all Direct Debit Payments on the 1^st working day of the month.  

You will not be able to set up a new direct debit during the transition period, but once you have access to My Brolly, you will be able to set one up there if you do not have one already.  

If you pay by Direct Debit, please note final payments will be taken by Raven on 17th July.  

If your Direct Debit is scheduled for any date thereafter, you’ll need to continue to make manual payments to Raven up until the 31st July 2024. 

You can do this using any of the following methods:  

• MyRaven portal  

• Bank transfer  

• Phone  

Can I download a copy of my rent statement?   

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. You can also see a live view of your rent account by clicking on ‘Rent & Payment’.  

Will my rent and service charge change?

Your rent will not change as a result of the transfer to Pinnacle, it will change in April each year as it did with Raven. 

Your service charge will change in April as normal. As this is based on the costs of delivering services, some costs might change. You will be advised about this in the same way as you did when Raven were managing your home and tenancy. 

The Management Fee you pay as part of your service charge will change as it is based on the costs, we pay the Management Provider to look after your home. This is set out in more detail below. 

You say our shared owner management fee will increase, why is this and by how much? 

The management fee you were paying covers the cost Raven charged for managing your home on our behalf. The fee Pinnacle charge is higher and therefore the cost you pay will increase as set out in the table  here. 

The base management fee payable will increase in line with inflation each year and is applied as the service charge increases in April each year. 

If fees increase, aren’t you supposed to consult with customers before you do that?  

As landlord, Legal and General Affordable Homes is required by Section 20 of the Landlord and Tenant Act 1985 to consult with you if it plans to appoint a supplier for more than 12 months that might lead to you being charged more than £100 in a year.  

However, due to the nature of our relationship with our network of Management Providers we do not believe it is possible to do a full consultation when changing Management Provider.  As a result, we have made an application to the First Tier Tribunal to make a decision on whether or not a full consultation is required.  You will be contacted as part of that process so that you are aware of what is happening. 

Can I report issues in my home in My Brolly?  

If you have an issue in your home that needs to be repaired, you can let us know by using our diagnostic reporting tool.  Please visit the Maintenance section in My Brolly, click on the ‘Report a New Fault’ button. 

Do I use My Brolly to notify you of an emergency in my home or neighbourhood? 

Please report any emergency directly to Pinnacle by telephone or call the relevant emergency service straight away. 

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, should anyone move out or if someone moves in with you. 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.