The Introduction of My Brolly

Why is Southern no longer managing my home?

We recently wrote to you to let you know about an upcoming change to who manages your home. 

Your home is currently looked after by one of our Management Providers – Southern Housing. They’ve been looking after all the landlord responsibilities on behalf of L&G Affordable Homes, including the management of your tenancy or lease agreement.

Following a review of our Management Provider network, Southern Housing have made the decision to leave the network. It is planned that they will exit around March 2026, until then, they’ll continue to provide the same services and support as usual.

Who will be managing my home?

Starting 1st April 2026, Pinnacle Group will manage your home. We have a strong and successful partnership with Pinnacle, and they already manage many of our homes.  

How does this affect the service I receive?

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.   

When is the change happening?  
Changes to the way you access services will start from 1st April 2026 and we will be sending you the registration details for My Brolly mid-April.

How will you keep me updated?  
We will send you emails 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.    

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

Up until 31^st March 2026 you should continue to contact Southern Housing for any general queries or questions relating to your account in the usual way.

If your query is related to this change, please contact us at  mybrolly@landgah.com  

Once you have received you registration details, the easiest way to report or receive answers to any queries you have will be via the My Brolly portal. Please use the Help & Queries section to raise your enquiries.  

From 1^st April 2026, Pinnacle will be your new Management Provider and can be contacted via MyBrolly.

Please note: 

You will still be able to contact Southern Housing in an emergency, by phone on 0300 303 1066.

Why have you introduced My Brolly?  
My Brolly will allow our customers 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.  

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 to 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 at the beginning of April 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 by mid–April, please email us at  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 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 – not to other household members.

How is my data processed?

Protecting your personal information is extremely important to us L&G. It’s especially important for a large company like ours, as our customers trust us to look after a huge amount of sensitive information.

The way we collect, use, store and share your information is equally important. Our customers expect us to manage their information privately and securely.

To learn more about how we use your data, you can find our Privacy Policy at landgah.com/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 on an annual basis.   

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 line with your lease or tenancy agreement.  

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

What about Direct Debits? 

If you already have a Direct Debit, we will aim to transfer this to L&G Affordable Homes.

If we can transfer your Direct Debit, you don’t need to complete a new Direct Debit instruction, we will do this for you automatically. Your bank may also notify you independently of the change.  

If we cannot transfer your Direct Debit, we’ll write to you separately and let you know what you need to do.

If we transfer your Direct Debit, it will be collected by Go Cardless, our Direct Debit partner and ‘L&GAFFORDABLEHOMES’ will appear on your bank or building society statement.   

The new Direct Debit will collect your payment each month, in line with your lease or tenancy agreement. If your payment date 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’ll continue to enjoy the benefits of the Direct Debit Guarantee.  

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

You’ll not be able to set up a new Direct Debit during the transition period, but once you have access to My Brolly, you’ll be able to set one up there if you do not have one already.  

From the 1st April 2026 you will no longer be able to make payments to Southern Housing over the phone, by rent card, or bank transfer. Please cancel any standing orders for ongoing payments and ensure no further payments are scheduled from this date.

When will this change take effect?  

If you currently have a Direct Debit set up, and it is transferred to L&G, the first payment will be taken automatically by Go Cardless for your April rent.

From 1st April, the only payment options available will be via My Brolly. Once you receive your login details, you can pay via the following two methods:  

• Manual debit card payments each month via My Brolly.   You can make manual debit card payments on any day within the month.
• Manually set up a Direct Debit to collect payments on a day of the month which is suitable for yourself.

If we cannot transfer your Direct Debit you will need to make future payments via card in My Brolly.

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 to L&G Affordable Homes directly.   We will write to you separately to let you know what you need to do. 

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.

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, 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 your management provider or call the relevant emergency services 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. 

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.

Privacy policy

Protecting your personal information is extremely important to us L&G. It’s especially important for a large company like ours, as our customers trust us to look after a huge amount of sensitive information.

The way we collect, use, store and share your information is equally important. Our customers expect us to manage their information privately and securely.

To learn more about how we use your data, you can find our Privacy Policy at landgah.com/privacy-policy.