Case Study

Working with allpay, Wales’ largest social housing landlord, Trivallis, 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.

Based in South Wales, Trivallis provides housing services to more than 20,000 people of all ages in the Rhondda Cynon Taff region.

Prior to allpay, Trivallis was challenged with the typically complex and fragmented nature of taking rent payments from its tenants, via the local authority. Reporting was often two to three days behind since cash payments came through slowly from the authority.

In addition, direct debit take up was not as high as it was hoped, since many residents felt restricted by the limited number of payment dates available, and there was also an underlying pre-conception that setting them up was a long and complicated process.

Since late 2007, Trivallis has used allpay’s payment solutions.

"When we were looking for a trusted organisation to work as partners for cash collection, I was expecting to find someone who would provide card payments, someone who would provide telephone payments and someone else for direct debits; I did some research and one name came top all the time – and it was allpay.

Now all of our payment collection channels come from a single provider who manage our direct debit payments – providing any day collections and full flexibility on frequencies – text, phone and online payments, in addition to cash payments at both the PayPoint and Post Office networks.

The benefit from having a single supplier is that we receive all the information relating to the payments the following day, so we know by 10am what payments were taken the day before, whereas with the local authority it would take three to four days sometimes to come through."

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