Customer account (MyRaven) FAQs
Rent and charges FAQs
Home safety FAQs
Estate services FAQs
Employment support FAQs
How do I access Raven out of hours?
How do I apply for a Raven home?
If you would like to live in a Raven home you should apply to join your local council’s housing register. Our Allocations policy about who we can home work together with your council’s allocations policy, so checks are done to ensure you meet all of these conditions. For more information see applying for a home.
How do I book a repair?
The easiest way to report a non-urgent repair is through the MyRaven customer portal.
If you have an emergency repair please call 0300 123 3399. If this is outside of our usual opening hours (Monday to Friday 9am-5pm), please follow the instructions on the telephone. To see what is classed as urgent and non-urgent repairs see maintaining my home.
As a tenant, what repairs am I responsible for?
See my repair responsibilities for a list of examples that you are responsible for. We are responsible for repairs to the structure and outside of your home and for the supply of water, gas, electricity, heating and toilet sanitation.
How do I register on the MyRaven customer portal?
Registering is quick and easy. Use the below ‘Register’ button and follow the onscreen instructions. You will need to use the email address you have already given us. You will also need either:
- Your ‘Tenancy reference number’ which is a 7-figure number and will begin with the numbers ‘50’ e.g. 5012345
- Or your ‘Agreement number’ which starts with a ‘T’ e.g. T000054321.
If you cannot find either of these, please refer to your tenancy agreement or contact us and Customer Services can help.
You will then be sent an email with a link to activate your account. Once done, you’ll be able to log in straight away!
This quick video shows you how easy it is:
What happens if I've forgotten my MyRaven password?
You can recover your password using the following link.
What happens if my account on the MyRaven customer portal is locked?
After 10 failed attempts on a smartphone or 5 on any other device, you will be locked out of your account for 15 minutes, after which time you will be able to attempt to login again.
How do I make a complaint?
Can I keep a pet and how do I get permission?
In the first instance please check your tenancy agreement to see if this is allowed. Some homes are on managed estates and these have additional rules which may prohibit pets. In other places, certain pets may be permitted on application through the MyRaven customer portal (link below). Please note, where permission is granted, this only applies to the specific pets mentioned.
How do I report anti-social behaviour?
Can I buy my home?
Your tenancy agreement will detail whether you have any Right to Buy or Right to Acquire your home. For more information see can I buy my home.
How do I apply to swap my home?
Can I sublet my home as a leaseholder?
Most of our leasehold homes can be sublet but we will need an address and contact details from you. Please note, shared ownership homes and retirement scheme homes cannot be sublet.
How do I pay my rent?
How do I check my rent balance or get a copy of my rent statement?
A quarterly rent statement will be posted to you or you can check anytime on the MyRaven customer portal. Log into the portal using the below link, select ‘Manage agreement’ on your property address, then you will see your account details, statements and charges breakdown.
I’m struggling to pay my rent, what should I do?
If you are struggling to pay your rent it is important that you speak with your income officer who can support you through this time. There are lots of different ways we can help through offering advice and support. We have a whole section on our website dedicated to this – help with money and benefits.
I need furniture and household items, where can I get help?
I have no heating or hot water, what should I do?
If your gas boiler, central heating or hot water is not working please call our gas contractor Smith & Byford directly on 0800 917 8335.
How can I book my annual gas safety check?
Why do I have to let you into my home for safety checks?
It is our legal duty to gain access to your home to undertake certain work. This ‘essential maintenance’ work includes gas and electrical safety checks. Your tenancy agreement also states you must allow us in to carry out these important safety checks.