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Introduction of My Brolly

Questions & Answers

Q&A’s

We’re Listening: Your Questions About Our Recent Provider Change Answered

We understand that any change to your home can raise questions, and we’re committed to open communication and ensuring a smooth transition for all our customers. That’s why we’ve dedicated this space to addressing your top concerns and providing clear, informative answers about what to expect from this change.

Dive into this Q&A section below to find answers to your specific questions and learn how we’re here to support you every step of the way.

My Brolly Overview

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) 

Rent Account and Payment Information (applicable to all customers)

Will the way I pay my rent change? 

Yes.  You will be able to pay Legal & General by Direct Debit (see below)  

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? 

If you already have a Direct Debit, as part of the change to My Brolly we will move your Direct Debit to our new supplier – Go Cardless. You will receive direct communication from them as we make that change. 

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

Once transferred, you will be able to see details of your direct debit in My Brolly. 

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 

When will this change take effect? 

From 1st August 2024, you will need to make payment directly to Legal & General Affordable Homes, online in My Brolly, once we have sent you your log in details. 

If your Direct Debit is moving, the first payment taken by the new supplier will be for your August rent, due on the 1st August 2024 . 

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’. 

Reporting Repairs or defects

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 Raven by telephone or call the relevant emergency service straight away. 

Changing my details 

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.

Updating your Household 

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.  

We hope this question and answer document has helped answer any questions.

If you have any further queries, please do contact us.