Customer case studies

The allpay difference

Unlike other service providers, we specialise in bill payments and develop and manage our payment collection solutions in-house - giving you and your customers a single point of contact.

Our payment solutions have also been developed in partnership with clients and utilise the latest technology – whether that’s allowing you to process credit and debit card payments over the phone yourselves or enabling your customers to make a payment through the allpay Payment App.

Case Studies

 

Ealing Council is utilising allpay’s prepaid cards to disburse Local Welfare Assistance payments to residents maintaining an independent life or facing immediate financial crises. In the last 12 months, it has issued nearly 1,200 prepaid cards allowing claimants to purchase items that they were eligible to claim for without the need of cash.

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Following a competitive tender, allpay was awarded the contract to supply bill payment services to the London Borough of Hammersmith and Fulham in 2016. Following a robust migration procedure, the services were implemented in time for its go-live date of June 2016.

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allpay work alongside PSI-Pay to launch their ecoCard which meets ISO 14001 environmental accreditation standards.

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Adactus Housing Group has been utilising allpay's payment solutions for 20 years with allpay providing it with its fully managed direct debit service, range of debit/credit card services and access to both Post Office and PayPoint for bill payments.

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The NHS Business Services Authority (NHSBSA) - an Arm's Length Body of the Department of Health - went live with allpay's fully managed Direct Debit service in February 2017, allowing it to collect Prescription Prepayment Certificates (PPCs) in England via direct debit.

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City of Edinburgh Council required a new prepaid card supplier following the withdrawal of the service from its current supplier. The cards are provided to designated members of the public who receive a Direct Payment to purchase services identified within their care plan. The types of services purchased vary per person however broadly covers care providers, individual Personal Assistants, respite facilities and day centres.

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Starling Bank has shaken up the banking industry with its mobile-only bank, putting people back in control of their money. However, to support its UK launch last year, the UK's fastet growing card manufacturer, allpay Card Services, carried out the production of its eye-catching contactless card, implementing the bank in just eight weeks.

 

 

 

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Following the Co-operative Bank’s exit from the Bill Payments market, Northumberland County Council required a new payments supplier allowing its citizens to continue paying their bills, such as housing rents and council tax, via cash, cheque or debit card over the counter at UK Post Offices and PayPoint. allpay re-routed the Council’s Issuer Identification Number (IIN) in just 12 weeks, ensuring that the current 23-digit barcodes council citizens had for payment could continue to be utilised by citizens, but processed through allpay. 

 

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allpay was successfully re-awarded its contract in 2016 via the Government’s G-cloud framework, allowing the department to call off allpay’s services for a further two years.

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Corporate and Legal (C&L) went live with allpay in May 2007 utilising its fully managed Direct Debit service and Post Office and PayPoint services, allowing its clients to make re-payments via automated schedules and via nearly 40,000 UK outlets.

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Housing Association, The Hyde Group, began using allpay’s Bill Payment services in 2000, providing residents with a wide range of payment collection channels to pay their housing rent.

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As a result of the implementation, allpay has completely removed Great Places’ contact centre from the PCI DSS audit scope and has significantly reduced the risk of fraud and data breach – which was the group’s primary objective. This allows the group to comply with PCI DSS through completion of SAQ-A only, dramatically reducing its compliance requirements.

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After a successful period trialling allpay’s Direct Debit service, Bron Afon has now been live with the service since October 2016. In that time it has increased its direct debit take-up by more than 20%, reduced arrears by £50,000 and is saving more than £16,000 per annum in staff time.

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The London Borough of Hackney will continue to offer its citizens maximum convenience and choice for the payment of council bills after signing a three-year contract with payment specialists allpay.

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Monmouthshire Housing Association (MHA) went live with allpay’s cloud-based Direct Debit service in February 2016, allowing the organisation to set-up direct debits online with customers and offer them full flexibility on payment collection dates and frequencies.

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Havebury Housing Partnership went live with allpay in September 2015, utilising its cash, debit/credit card acceptance and fully managed Direct Debit services through the South East Consortium Framework.

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Bernicia Homes owns and manages more than 8,000 homes in the North East of England. Since implementing allpay’s fully managed Direct Debit service more than a year ago, it has increased take-up and reduced arrears.

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allpay’s variety of payment channels and Direct Debit flexibility is providing increased payment choice for tenants of Dunedin Canmore group, ensuring the landlord offers payment options that suit the needs of its tenants

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Severn Vale Housing Society, which owns and manages nearly 4,000 properties, has been utilising allpay’s payment services for the last 15 years.

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allpay powers payments for UK’s first local authority-owned energy supplier.

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Working with allpay, Wales’ largest social housing landlord, RCT Homes, has enhanced its rent collection processes from a fragmented approach through the local authority, to offering a full range of payment options across cash, online, mobile and paperless direct debits.

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Established in 1962, Mount Green is an independent housing association with homes in Surrey, Kent, Richmond and Kingston-Upon-Thames. It owns and manages approximately 1,400 homes.

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Your Homes Newcastle manages around 26,000 homes on behalf of Newcastle City Council and was the first ALMO in the North East to achieve a three-star excellent rating with the Audit Commission back in 2008.

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Cornerstone Housing - Exeter’s largest independent affordable housing provider - has been live with allpay’s cloud-based Direct Debit service for the last 12 months and has experienced both efficiency savings and a reduction in arrears as a result.

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AmicusHorizon, which owns and manages nearly 28,000 homes across London, the South and South East of England, has been working with bill payment specialist allpay for nearly 15 years and is a member of the G15 group of London’s largest landlords.

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In a bid to increase convenience for its customers and modernise its online payment services,Orbit Group – which owns and manages nearly 40,000 homes – turned to allpay to create an integrated online payments process for its customers, reducing the barriers of paying online.

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One of the UK’s leading housing associations is using Callpay, allpay’s payment management system, alongside its paperless Direct Debit service to improve and speed up the way it collects rent from residents.

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"allpay’s new Direct Debit Platform further enhances the control and visibility we have of our customers and their payments"

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Southend-on-Sea Borough Council has been utilising allpay’s instant issue prepaid card solution for the last two years – allowing it to issue funds to applicants deemed to be in financial crisis.

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Kirklees Neighbourhood Housing (KNH) is an Arms Length Management Organisation (ALMO) which has been managing homes on behalf of Kirklees Council since 2002. It currently manages more than 23,000 properties.

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Payments specialist allpay has been awarded a five-year contract by British Telecommunications to provide payment services to citizens and businesses in Northern Ireland.

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Designed to reduce energy consumption, carbon emissions and ultimately fuel poverty, Ecopod is a packaged optimised energy and controls system for multi-tenant buildings which provides highly efficient, safe and controllable heating and hot water for the residents.

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Chelmsford City Council has been live with allpay since 2005, with allpay processing Council Tax, Business Rates and Housing Benefit Overpayments through both the Post Office and PayPoint networks on behalf of the city council.

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Utilising allpay’s Fully Managed Direct Debit service, Coastline can now set up direct debits with residents over the phone, paperlessly - saving time and resource associated with sending out paper mandates.

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Payment specialist allpay has secured a five-year contract to continue providing payment services to one of the largest housing associations in Scotland.

Dumfries and Galloway Housing Partnership (DGHP), which owns and maintains more than 10,300 homes, selected allpay following competitive tender.

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Family Housing Wales, which manages approximately 2,600 homes, recently switched to allpay’s paperless direct debit system, after initially processing them internally through its Capita housing management system.

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Using allpay’s direct debit service, First Ark Group is now prepared for welfare reform and the rollout of Universal Credit – as well as improved customer experience within its contact centre – thanks to the ‘any day’ collections facility, which enables tenants to quickly and easily set up direct debits straight after their income is paid.

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New energy start-up Future Energy is set to be the new face of energy in the North East, offering competitive energy and gas tariffs to the region’s customers, with fair and transparent billing.

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A leading housing association in Somerset and the West of England will continue to offer the widest range of payment options to its tenants after signing a four-year contract with payment specialists allpay.

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Residents of Origin Housing will continue to be able to pay their rent using the widest range of online and mobile payment options, following the award of a three-year contract by the housing provider to payment specialists allpay.

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Wales’ largest social landlord has seen a surge in its online payments in the first eight months of the year, as a result of rolling out its own online branded payment pages.

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North Hertfordshire Homes is reaping the benefits of installing cashless payments in its Flexicare service as it has put residents in control of their meal accounts and reduced the risk of financial abuse.

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allpay has delivered a seamless transfer of electronic payment services for the London Borough of Wandsworth, allowing council bills to be paid at both PayPoint and Post Office outlets and branches.

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Since switching to allpay’s fully-automated bill payments service, West Devon Borough Council has expanded the number of payment outlets for residents to pay at and streamlined reconciliation processes.

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Utilising allpay's Direct Debit service has allowed Plymouth Community Homes to nearly treble its take-up among tenants in the last 18 months ahead of Universal Credit which will see housing benefit paid directly to claimants.

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Surrey County Council (SCC) has saved approximately £100,000 in annual administration costs by using prepaid cards to deliver emergency grants to vulnerable groups.

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Shropshire Council says using allpay's payment cards has reduced the cost of processing cash and cheques.

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Octavia Housing is saving £4,000 a year after moving to direct debits with allpay and using its Callpay system to process debit and credit card payments.

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Your Homes Newcastle, Paragon Community Housing Group, Freebridge Community Housing, Muir Group and Thames Valley Housing Association identify value for money savings from outsourcing their direct debits to allpay.

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Client Survey

allpay works with more than 750 public and private sector organisations. In our 2014 customer survey, we achieved:

  • 99% satisfaction for our range of payment options

  • 99% would recommend or consider recommending allpay for bill payment collection

  • 95% satisfaction rating for arrears reduction 

Paragon was also attracted to allpay’s other payment options as we already had an agreement with allpay for Post Office®/local shops, telephone and internet payments. It made sense that our residents would then be able to use allpay’s payment App alongside all payment options, and that our residents could begin to recognise the allpay brand alongside the Paragon brand.

Thurle Phillips, Paragon Community Housing Group