Welcome to Raven
Everything you need to know about your new landlord
As of 12 October 2026, following the transfer of your 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.
A welcome message from our Chief Executive, Jonathan Higgs
We’re pleased to be your new landlord.
The transfer will not affect your home, tenancy agreement or rights as a tenant. Raven is simply becoming your new landlord from 12 October 2026.
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.
Your home is staying the same
- Your tenancy agreement stays the same
- Your tenancy agreement number stays the same
- Your tenancy rights stay the same
- 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.
- You’ll contact Raven instead of Orbit
- You’ll pay rent and service charges to Raven
- Raven will provide repairs, housing services and support
What do I need to do today?
Most customers only need to do two things:
- Save Raven’s number 0300 123 3399
- Check whether you need to update your payment details
You do not need to sign a new tenancy agreement. Your existing agreement continues as normal.
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.
What do I need to do?
The good news: most customers do not need to do anything. Simply find the option below that applies to you.
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: 83393070
Important: Use your tenancy 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 tenancy 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.
I pay using a payment card
You can continue using your existing payment card, as this is being transferred to Raven.
✓ 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.
Repairs and maintenance
When something needs fixing in your home, 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 your repairs from start to finish, and keep you informed along the way.
If you have already reported a repair to Orbit, you do not need to report it again to Raven.
We will contact all customers who have an outstanding repair to arrange an appointment. This may take up to a few weeks after the transfer of your home, as we will prioritise the repairs based on the urgency of the repair and when it was first reported.
You can find out more about our repairs service, timescales for repairs and to 7 understand what repairs are your responsibility, and what are ours, here.
For specialist work, we work with trusted contractors for services such as health and safety checks, gas servicing and repairs, roofing, lifts and grounds maintenance.
How to report a repair
Call us on 0300 123 3399, or complete an enquiry form, here.
Emergency repairs
Call us on 0300 123 3399 for emergency repairs.
Outside normal office hours, this number will connect you to our emergency out-of-hours team.
Gas, central heating or hot water repairs
If your repair relates to gas, your central heating or hot water we have a specialist gas contractor, Sureserve Compliance – please contact them directly on 0330 002 1169.
Keeping you safe in your home
Ensuring your home is safe is one of our top priorities. As your landlord we are legally required to carry out health and safety checks and inspections. These include areas such as gas, electrical, fire, water and building safety, as well as identifying and addressing any potential risks within your home. Our teams will be in touch when any of these safety checks are due to be carried out. In the meantime, if you have any concerns about a possible health and safety issue in your home, please report it to us as soon as possible.
How we work in your community
We believe being a good landlord means 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.
Your Housing Team
We have a team dedicated to working in your area. They work closely with you and your community to help you manage your tenancy, raise neighbourhood concerns and access support when you need it.
They can help with:
- Questions about your tenancy
- Any changes to your tenancy
- Making sure communal areas are kept clean, clear and well maintained
- Estate inspections and neighbourhood concerns
- Reports of fly-tipping, vandalism or anti-social behaviour
- Money worries, wellbeing needs or other tenancy issues
- Directing you to further support within Raven and with local partners
- Community events, local projects and ways to get involved
You’ll see the team often in your neighbourhood, through regular walk arounds, community events and an annual living well in your home visit.
Estates services
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
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.
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