Background
Accent Housing Ltd has been providing homes and services across England for nearly 60 years. Since 1966, they have delivered tens of thousands of affordable, high-quality homes to families nationwide. Today, they support more than 40,000 customers, maintaining a strong commitment to safe, accessible and well-maintained housing. Their inclusive values and customer-driven approach ensure services continue to evolve in response to resident’s needs.
The Challenge
Operating in a sector where affordability, accessibility and regulatory compliance are paramount, Accent required a secure, user friendly payment solution. This solution needed to accommodate vulnerable residents, streamline the payment journey and ensure a full compliance with industry standards. Additionally, Accent sought a long-term solution that would strengthen the organisations flexibility and it’s ability to respond quickly to evolving customer expectations.
The Solution
allpay partnered with Accent to implement Pay-by-Link Plus, a secure digital payment solution designed to reduce friction and support digital inclusion. This technology enables Accent to send personalised payment links via SMS or email, allowing residents to make fast, secure payments without needing to log in to an online portal or mobile app. This approach aligned directly with Accent’s strategic goals while addressing the needs of it’s diverse customer base, improving accessibility and delivering meaningful operational benefits.
The Result
Since March 2025, Accent’s customers have completed 3,638 Pay-by-Link Plus transactions, generating £862,308 in collected payments. This strong adoption rate demonstrated both effectiveness of the solution and the ease with which residents have embraced the new payment method.
By minimising barriers to payment and supporting digital inclusion, Accent has seen improvements in tenant satisfaction and internal efficiency. Through close collaboration, allpay delivered seamless integration, compliance with regulatory requirements, and a solution tailored specifically to Accent’s operational processes. This partnership showcases allpay’s commitment to delivering measurable outcomes and empowering housing providers to enhance services for the communities.
Amanda Oakley, Head of Housing Services at Accent shared: “Pay-by-Link Plus has transformed how we engage with customers around payments. The simplicity of sending a secure link by SMS or email has improved the customer payment journey and its adoption has exceeded our expectations. allpay’s understanding of the social housing sector and their commitment to delivering measurable results made them a trusted technology partner.
The onboarding process was structured, collaborative and efficient. allpay’s team worked closely with us to configure the system to our workflows and ensured our staff felt confident using the platform from day one. Training was clear and practical, and the dedicated account management support meant we could quickly refine processes as usage grew. The speed of implementation and ongoing performance insights have enabled us to embed Pay-by-Link Plus into our income management strategy with minimal disruption.”
Summary
Accent Housing continues to see meaningful benefits from adopting Pay-by-Link Plus, with residents now able to make payments quickly, securely and with far greater ease. The streamlined process has reduced barriers for customers, supported digital inclusion and strengthened operational efficiency across the organisation. With high levels of engagement and hundreds of thousands collected through the service, the solution has become an integral part of Accent’s modern, customer-focused payment solution.
This growing partnership reflects both the reliability and adaptability of allpay’s digital solutions, as well as their commitment to supporting housing providers in delivering accessible, compliant and future-ready services. By prioritising simplicity, security and user experience, allpay continues to help Accent enhance the way residents manage their payments while reinforcing the organisation’s dedication to safe, inclusive, customer-driven services.
Amanda Oakley, Head of Housing Service at Accent: “What sets allpay apart is their proactive and partnership-driven approach. In addition to delivering a reliable payment tool, they provide strategic insight, real-time reporting and continuous optimisation support. We have seen improved tenant engagement, and greater flexibility in how customers choose to pay. The collaboration has strengthened our digital transformation journey and delivered tangible operational and financial benefits.”
