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Portal

My Brolly

We have started to roll out our customer portal called My Brolly and you can access it using the button above.

 

This allows you to report repairs, manage your payments, and raise a general query on top of other useful features.

 

You will be sent an email with your login details when we are ready to sign you up. Until you have this, unfortunately you won’t have access to My Brolly.

 

We hope to provide access to most customers soon.

Our Resident Engagement Model

Putting customers at the heart of decision making.

Our Approach

We’ve structured our resident engagement model around three recurring stages: Informing, listening and evolving. Our Customer Voice Panel, a scrutiny panel carrying out deep dives into our services and making recommendations for improvement, oversee our resident engagement programme to ensure we’re continuously using your feedback to make positive changes.

Resident engagement model

Customer Voice

Our Customer Voice panel has 12 members, and their role is to scrutinise our services and make recommendations for improvement, keeping track of any action plans and working with us to measure the impact they make. 

The panel meets quarterly and uses information such as customer satisfaction scores and trends, performance, insight from complaints and sector priorities to decide on which services require scrutiny. The panel also have oversight of the whole resident engagement programme at L&G.

Communications Group

Customers can also sign up to be part of a communications group, focused on providing a customer perspective on things like website content, home user guides, information booklets and publications, ensuring they are fit for purpose, convey the right messages and reach the right people. This group also acts as a sounding board for any new communications we’re introducing.

The communications group carry out their activities from home, with a catch up meeting twice per year.

Our Wider Customer Panel

Our customer panel is for those who want to engage with us, and they are contacted every month with a list of upcoming opportunities such as focus groups, policy reviews, user testing and open discussion forums. Joining our customer panel is a flexible way to help shape services and access opportunities to get involved in the service areas that interest you the most. We also update our customer panel on how we’ve been using customer feedback to improve services and the overall customer experience.