For most residents, there will be little or no change to how payments are made. However, if you use a payment card or certain payment methods, there may be some action you need to take.
Please read our FAQs carefully for more details:
If you use your Online Account to make rent or service charge payments, you may have already noticed that the payment provider has changed to allpay.
You don't need to do anything differently. Simply continue making payments through your Online Account as normal.
The change to allpay has already been made for Online Account payments, so the process should remain familiar and straightforward.
However please note: Any payments that you may have made since Sunday 16 August may not be showing on your balance within Online Account. You don’t need to worry, as any payments made will be reflected in your balance within the next few days. We’re sorry for any inconvenience caused. If you’d like an up to date rent balance please get in touch.
Any payments that you may have made since Sunday 16 August may not be showing on your balance within Online Account.
You don’t need to worry, as any payments made will be reflected in your balance within the next few days.
We’re sorry for any inconvenience caused. If you’d like an up to date rent balance please get in touch.
If you currently pay your rent or service charge by Direct Debit, you do not need to do anything.
Your Direct Debit will continue as normal and your payments will be collected automatically. We will update your payment references automatically.
If you currently pay by standing order, you do not need to take any action.
Any existing standing orders you have set up with us will continue as normal, so there's no need to cancel or make any changes as this is not impacted by any of the updates we're making.
If you've made a rent or service charge payment through PayPoint or the Post Office within the last 18 months, we'll send you a new allpay payment card before 1 September 2026.
When your new card arrives, please:
- Start using your new card straight away.
- Destroy your old PayPoint card.
If you don't currently have a payment card but would like one, you can request one through your Online Account or by calling us on 0300 303 1066.
Important
After 1 September 2026, you should no longer use your old PayPoint card. Payments made using an old card may be delayed or may not reach your account correctly.
As part of these updates, we’ll write to you or email you with:
- A new Payment Reference Number (PRN)
- A new Tenancy User Code (TUC)
We'll contact you separately with these details.
Your Payment Reference Number (PRN) is the number you'll need when making payments through:
- The allpay mobile app
- The allpay website
- Our automated telephone payment service.
Your Tenancy User Code (TUC) is unique to you and helps us identify and track payments made to your account throughout your tenancy.
Please keep your PRN and TUC somewhere safe, as you'll need them when making payments from 1 September 2026 onwards.
If you have any questions about these changes or need support with making payments, please contact us on 0300 303 1066. We're here to help.
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