Raven Housing Trust Raven Housing Trust
MyRaven

Welcome to Raven

Everything you need to know about us

A welcome message from our Chief Executive, Jonathan Higgs:

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Getting in touch

Our Customer Hub is your first point of contact and can help with most enquiries, including reporting repairs and booking appointments.

  • Call us on 0300 123 3399
  • Contact us online through our contact us form, here.

If our Customer Hub can’t answer your question straight away, they will direct your enquiry to one of our specialist teams, or your Housing Officer or our Homeownership team.

Our Homeownership team is your specialist support for things like service charges, major works and lease obligations.

Find out more about how this change affects you as a shared owners, leaseholder or freeholder below.

Welcome to Raven – We’re pleased to be your new landlord

As of 12 October 2026, following the transfer of your shared ownership home from Orbit to Raven, Raven Housing Trust is now your landlord.

We know that having a new landlord can raise questions, so we want to reassure you from the start that we’re here to make the change as straightforward as possible.

Your landlord is now Raven Housing Trust. If you want to contact us by post, or issue any formal notices, our address is Raven House, 29 Linkfield Lane, Redhill, Surrey, RH1 1SS. All rent and service charge payments must now be made to Raven Housing Trust.

Raven Housing Trust Limited is a Charitable Benefit Society and is registered as a social housing provider with the Regulator of Social Housing.

The transfer will not affect your home, shared ownership lease or your rights as a shared owner. Raven is simply becoming your new landlord from 12 October 2026.

You do not need to sign a new agreement. Your existing agreement continues as normal.

What stays the same

  • Your account number
  • Your shared ownership lease
  • Your rights as a shared owner
  • Your rent remains the same this financial year
  • Your service charges continue to be reviewed annually

What’s changing

From 12 October 2026 Raven Housing Trust is now your landlord.

This means:

  • You’ll contact Raven instead of Orbit
  • You’ll pay rent and service charges to Raven
  • Raven will provide communal repairs, housing services and support

Rent and service charge payments

All rent and service charge payments due from 12 October 2026 must now be made to Raven instead of Orbit.

The good news: most customers do not need to do anything.

Action required

I receive Universal Credit

You need to report the change in landlord from 12 October 2026

Tell Universal Credit that: Your landlord is now Raven Housing Trust

How to report your change of landlord:

  • Log into your Universal Credit account
  • Or call Universal Credit helpline 0800 328 5644
I pay by Standing Order

You need to remove Orbit as payee. Set up Raven as new payee

Set up future payments to:

Raven Housing Trust Barclays Bank

Sort Code: 20 00 00

Account Number: 73276376

Important: Use your account reference number when making payments

I receive Housing Benefit paid directly to me

You need to contact your Local Authority Tell them that:

Raven Housing Trust is now your landlord

Your account reference number has not changed.

No action required

I pay by Direct Debit

Your payments will move automatically to Raven.

✓ No action needed.

Until Monday 26 October, Direct Debit payments will continue to be collected by Allpay and paid to Orbit before being transferred to us. From Monday 26 October, all Direct Debit payments will be collected by Raven. Allpay will be writing to you to notify you of this change.

My Housing Benefit is paid directly to Orbit

Your payments will be updated automatically.

✓ No action needed.

Need to make a payment?

Pay by phone 24 hour automated payment line 0330 041 6497

Customer Hub 0300 123 3399 (Monday to Friday, 9am to 5pm)

Pay online

We’re currently setting up MyRaven (like your Orbit myAccount). We’ll contact you soon with instructions on how to register.

 

Remember – all rent and service charge payments due from 12 October 2026 must now be made to Raven instead of Orbit.

Welcome to Raven – We’re pleased to be your new freeholder

As of 12 October 2026, following the transfer of the freehold of your home from Orbit to Raven, Raven Housing Trust is now your freeholder.

We know that having a new freeholder can raise questions, so we want to reassure you from the start that we’re here to make the change as straightforward as possible.

Your freeholder is now Raven Housing Trust. If you want to contact us by post, or issue any formal notices, our address is Raven House, 29 Linkfield Lane, Redhill, Surrey, RH1 1SS.

All service charge payments must now be made to Raven Housing Trust.

Raven Housing Trust Limited is a Charitable Benefit Society and is registered as a social housing provider with the Regulator of Social Housing.

The transfer will not affect your home, leasehold agreement or your rights as a leaseholder. Raven is simply becoming your new freeholder from 12 October 2026.

What stays the same

  • Your account number
  • Your lease agreement
  • Your rights as a leaseholder
  • Your service charges continue to be reviewed annually

What’s changing

From 12 October 2026 Raven Housing Trust is now your freeholder.

This means:

  • You’ll contact Raven instead of Orbit
  • You’ll make service charge payments to Raven
  • You’ll contact Raven for communal repairs, services and support

Service charge payments

All service charge payments due from 12 October 2026 must now be made to Raven instead of Orbit.

The good news: most customers do not need to do anything.

Action required

I pay by Standing Order

You need to remove Orbit as payee. Set up Raven as new payee

Set up future payments to:

Raven Housing Trust Barclays Bank

Sort Code: 20 00 00

Account Number: 73276376

Important: Use your account reference number when making payments

No action required

I pay by Direct Debit

Your payments will move automatically to Raven.

✓ No action needed.

Until Monday 26 October, Direct Debit payments will continue to be collected by Allpay and paid to Orbit before being transferred to us. From Monday 26 October, all Direct Debit payments will be collected by Raven. Allpay will be writing to you to notify you of this change.

Need to make a payment?

Pay online

We’re currently setting up MyRaven (like your Orbit myAccount). We’ll contact you soon with instructions on how to register.

 

Remember – all service charge payments due from 12 October 2026 must now be made to Raven instead of Orbit.

Welcome to Raven – We’re pleased to be your new estate freeholder

As of 12 October 2026, following the transfer of the freehold of your home from Orbit to Raven, Raven Housing Trust is now your estate freeholder.

We know that having a new freeholder can raise questions, so we want to reassure you from the start that we’re here to make the change as straightforward as possible.

The estate freeholder is now Raven Housing Trust. If you want to contact us by post, or issue any formal notices, our address is Raven House, 29 Linkfield Lane, Redhill, Surrey, RH1 1SS.

All service charge payments must now be made to Raven Housing Trust.

Raven Housing Trust Limited is a Charitable Benefit Society and is registered as a social housing provider with the Regulator of Social Housing.

The transfer will not affect your home, leasehold agreement or your rights as a freeholder. Raven has simply become the freeholder of your estate from 12 October 2026.

What stays the same

  • Your account number
  • Your title covenants
  • Your rights as a freeholder
  • Your service charges continue to be reviewed annually

What’s changing

From 12 October 2026 Raven Housing Trust is now the estate freeholder.

This means:

  • You’ll contact Raven instead of Orbit
  • You’ll make service charge payments to Raven
  • You’ll contact Raven for estate services

Service charge payments

All service charge payments due from 12 October 2026 must now be made to Raven instead of Orbit.

The good news: most customers do not need to do anything.

Action required

I pay by Standing Order

You need to remove Orbit as payee. Set up Raven as new payee

Set up future payments to:

Raven Housing Trust Barclays Bank

Sort Code: 20 00 00

Account Number: 73276376

Important: Use your account reference number when making payments

No action required

I pay by Direct Debit

Your payments will move automatically to Raven.

✓ No action needed.

Until Monday 26 October, Direct Debit payments will continue to be collected by Allpay and paid to Orbit before being transferred to us. From Monday 26 October, all Direct Debit payments will be collected by Raven. Allpay will be writing to you to notify you of this change.

Need to make a payment?

Pay online

We’re currently setting up MyRaven (like your Orbit myAccount). We’ll contact you soon with instructions on how to register.

 

Remember – all service charge payments due from 12 October 2026 must now be made to Raven instead of Orbit.

team member

Repairs and maintenance in communal areas

When something needs fixing in your building’s communal areas, we want getting help to be straightforward. That’s why we have an in-house team of skilled tradespeople who carry out the majority of our repairs and maintenance. This helps us manage the repairs from start to finish.

If you have already reported a communal repair to Orbit, you do not need to report it again to Raven. Our teams will be carrying out these repairs. This may take a few weeks, as we will prioritise the repairs based on the urgency of the repair and when it was first reported.

How to report a communal repair

Call us on 0300 123 3399, or complete an enquiry form on our website www.ravenht.org.uk/contact-us-form

Emergency repairs

If there is an emergency repair required in a communal area, please call us on 0300 123 3399.

Outside normal office hours, this number will connect you to our emergency out-of-hours team.

For specialist work, we work with trusted contractors for services such as health and safety checks, roofing, lifts and grounds maintenance.

Keeping your building safe

Ensuring your building is safe is one of our top priorities. As your landlord we are legally required to carry out health and safety checks and inspections in communal areas. These include areas such as electrical, fire and building safety. If you have any concerns about a possible health and safety issue in your building, please report it to us as soon as possible.

clean team

Estate services

We believe in being visible, approachable and connected to our communities.

We organise and take part in community events and do regular estate walkabouts, giving you opportunities to ask questions, raise concerns and share your views.

We have an Estates team that includes Caretakers, Cleaners and Grounds Maintenance Management. You’ll see members of the Estates team regularly out and about as they carry out inspections to keep your neighbourhoods clean and safe. These teams work across set patches, so you’ll see familiar faces regularly. Our grounds maintenance contractor, Groundscapes, regularly attends the communal land Raven is responsible for, to help keep neighbourhoods tidy and well maintained.

Extra support when you need it

We understand that sometimes people need additional support. As a Raven customer, you have access to a range of specialist services.

Moneywise

Moneywise

Our Moneywise team is here to offer all customers free and confidential support with:

  • Budgeting support, to help you manage your money
  • Benefits advice, to help make sure you’re getting the benefits you’re entitled to
  • Applications to our Customer Support Fund and signposting to other funding that may be available to you
  • Energy and utility advice, to help you get the best deals

Call the Moneywise team on 0300 123 3399 to book an initial conversation.

customer and team member

Welfare team

Our dedicated Welfare team is here to offer specialist support when you or your family are facing difficult circumstances, including:

  • Mental or physical health concerns
  • Domestic abuse
  • Substance misuse or addiction
  • Financial, physical or emotional abuse
  • Hoarding
  • Unsafe living conditions

If you would like to find out how we can help, please contact our Welfare team by calling 0300 123 3399. If you have concerns to raise with us, you can contact us in confidence and confidentiality. If there’s an immediate risk to someone’s safety, always contact the police first on 999.

Anti-social behaviour

We take anti-social behaviour (ASB) very seriously. Everyone deserves to feel safe and comfortable in their home and community. When you report ASB to us, we take time to understand what is happening, how it’s affecting you and what outcomes would improve the issue. We will work with you to gather all the information and evidence we need and will keep you informed about the progress of the case.

You can find out more about ASB on our website – www.ravenht.org.uk/asb

Report ASB by calling 0300 123 3399.

Your voice. Your home. Your say.

We want customers to play an active role in shaping our services. There are many ways you can get involved, depending on what areas you are most interested in, and how much time you have available.

Whether it’s providing feedback on our services, taking part in focus groups, or joining our Customer Voice Panel, we would love you to get involved.

Raven Customer Voice Panel

Our Customer Voice Panel works closely with Raven’s leadership team and Board. It is made up of a mix of customers, with various tenancy tenures. It offers you the opportunity to help to influence decision-making and ensure customer views are heard throughout Raven.

As a member, you can:

  • Get involved in the topics that matter most to you
  • Learn new transferable skills
  • Receive financial recognition for your time
  • Help shape services for customers
  • Take part online or in person

To find out more about becoming a member of the Customer Voice Panel call 0300 123 3399 or email customervoice@ravenht.org.uk

Dedicated Customer Scrutiny Panel

We are setting up a dedicated Customer Scrutiny Panel to help ensure your smooth transition from being an Orbit customer to a Raven customer. The aim of this panel is to provide independent challenge, assurance and feedback on the customer experience during the transfer and first 90 days of becoming a Raven customer. Members will help us to identify issues early, improve communications, test customer journeys and ensure that your customer voice is embedded throughout the transition programme.

If you would be interested in becoming a member of this Customer Scrutiny Panel call 0300 123 3399 or email customervoice@ravenht.org.uk

 

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