FAQ’s

What is the automated telephone payment service?

Our automated telephone payment service enables customers to make secure payments either from a landline or mobile phone, 24 hours a day, 7 days a week.

How do I make a payment using this service?

You can call our dedicated telephone line on 0330 041 6497 (*see below). This is a service managed by our payment company; allpay.

What information do I need to make a payment?

You will need to have your debit or credit card and your allpay payment reference number (PRN). This is the long 19 digit payment reference number on your Payment Card, issued to you by allpay.

You will be prompted to enter your card details by using the keypad on your handset.

What happens if I do not have a payment reference number?

You can speak to us. Please call us on 0345 266 9760 and select option 1

We can check our records to see if we have a allpay payment reference number (PRN) for you. If we do, we can give this to you over the phone to help you to use this service.

What happens if I need to pay for a repair or a recharge bill?

You can speak to us and we can take this payment for you.   Please call us on 0345 266 9760 and select option 1.

I am a former tenant, can I use this service?

Yes, if you have your allpay payment reference number (PRN) and your debit or credit card details then you can use this service.

I am a shared owner, can I use this service?

Yes, if you have your allpay payment reference number (PRN) and your debit or credit card details then you can use this service 

I am a leaseholder, can I use this service?

Yes, if you have your allpay payment reference number (PRN) and your debit or credit card details then you can use this service 

What happens if something goes wrong when I am using the payment service? 

You will be guided through the process. If you are unable to use the service, our colleagues at allpay will speak to you and process your payment for you.

I am behind with my rent payments and need advice?

We need to speak to you urgently so we can help you. Please call us on 0345 266 9760 and select option 1.

What if I have received a Notice or a Court Order or being faced with an eviction?

You need to speak to a member of our Income Recovery team urgently. Please call us on 0345 266 9760 and select option 1 

Why can’t I speak to someone to make a payment?

We are continually looking at ways to improve service options for our customers. Paying your rent by the automated, telephone payment system, means no more waiting in the queue for an advisor to become available. It's also secure and an easy way to pay.

Our automated telephone payment service will be available for our customers from Monday 5 August 2019.

We appreciate that some customers will need time to get used to this new way of making payments. Our Service Centre and Income Recovery team will be available to assist you if you need any help.

What happens after Friday 6 September 2019?

From Friday 6 September 2019, if you are calling us to make a payment by phone, you will need to use our automated telephone payment service.

If you require assistance with making your payments, there are several ways you can pay

You can also speak us to set up a Direct Debit to help you make regular payments without having to contact us by phone. This is a secure and reliable way to pay your rent and its hassle-free. To find out more please call us on 0345 266 9760 and select option 1.

* Please note:  Calls are charged at the same rate as normal landlines starting with "01" or "02", whether you call from a landline or a mobile.  If your phone tariff offers inclusive calls to landline numbers, calls to numbers starting "03" will be included on the same basis.