The Introduction of My Brolly

When is the change happening? 
Changes to the way you access services and pay your rent will start from 1 October 2024 and we will be giving you access to My Brolly shortly after that.  

How will you keep me updated? 
We will send you emails and letters in the run up to the change, to keep you updated on progress. 

Who should I contact if I have a question about this change? 
If you have questions, please contact us at mybrolly@landgah.com and one of the team will be happy to help. 

Will the services you offer change? 
No, all services currently offered will continue. 

In future, you will be able to request services via My Brolly, our online customer portal. You will be sent details, by email, of how to log into the system soon. Some services will be transferred to My Brolly, and we thank you for your patience during this transition.  

Can I still telephone or email Pinnacle or do I only use My Brolly to contact them? 

After the 1st October 2024, My Brolly will provide the easiest way to report or receive answers to any queries you have. Please use the Help & Queries section to raise your enquiries. 

You will also still be able to contact Pinnacle in an emergency, by phone on 0203 701 3514.

Why have you introduced My Brolly? 
My Brolly will allow tenants and shared owners living in one of our homes to log on at any time and manage 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 to see your current balance and payments, set up a Direct Debit and download a rent 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 that you think is incorrect, please notify us through the Help and Queries 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 (but not before the 1^st October 2024). 

Can anyone else in my household also register so we have more than one account? 
Yes, if there is a joint tenant or shared 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 tenant or shared owner and no other household member. 

How is my data processed?
Your data is processed in line with our privacy policy.

Will my rent change?  
Your rent will not change as a result of My Brolly, it will continue to be reviewed in line with your lease or tenancy agreement.  

If I pay a service charge, will it change?   
Your service charge will not change as a result of My Brolly, it will continue to be reviewed in April as normal and be 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 Saxon Weald were managing your home and tenancy.

If you are a Shared Owners and pay a Management Fee as part of your service charge it 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 Saxon Weald charged for managing your home on our behalf. The fee Pinnacle charge is higher and therefore the cost you pay will increase. Please see table below.

This increased fee will be included when the 24/25 Service Charge year is actualised, you will be notified of this in September 2025.  It will also be included when your new Service Charge estimate is issued in February 2025 for the 25/26 Service Charge 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 have been contacted as part of that process so that you are aware of what is happening. 

Will the way I pay my rent change?
Any manual or additional payments can be made through ‘My Brolly’. If you pay via Direct Debit, please see further information below.  

What about Direct Debits? 
If you already have a Direct Debit, it will be necessary for your Direct Debit to transfer to Legal & General Affordable Homes. You do not need to complete a new Direct Debit instruction, as details of the change will be supplied by us to your bank. Your bank may also notify you independently of the change. 

The new Direct Debit will be collected by Go Cardless and ‘L&GAFFORDABLEHOMES’ will appear on your bank or building society statement.  

The new Direct Debit will collect payments 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. 

Go Cardless will notify you each month when they are taking the payment, and you will continue to enjoy the benefits of the Direct Debit Guarantee. 

Once transferred, you will be able to see details of your Direct Debit in My Brolly. You will receive more detailed communication from us about your direct debit in due course. 

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. 

When will this change take effect? 
You will be able to pay your rent through ‘My Brolly’ from early October.  

If you currently have a Direct Debit set up, the first payment taken by Go Cardless will be for your October rent, due on the 1 October 2024. 

I am in credit/arrears on my rent account, will this all transfer to My Brolly? 
Yes, your current balance and account history will be transferred to My Brolly. 

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’. 

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 might need to take action to ensure that it is paid Legal & General Affordable Homes directly. 

If you need to take action we will write to you separately to let you know what you need to do.   

Can I report my 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, and 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 don’t use our online customer portal to report an emergency, please report any emergency directly to Pinnacle by telephone on 0203 701 3514 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.