Background
Golding Homes is a leading housing association operating across the south-east of England, managing 8,000 properties, and providing affordable housing and community services to 20,000 people.
The challenge
In April 2025, Golding Homes faced a significant challenge when their previous payment service provider announced the decommissioning of its solution. They needed a secure, compliant alternative for handling customer payments without disrupting operations. Already partnered with allpay for swipecard services and our branded gateway, Golding Homes chose to extend this relationship to include allpay’s Callpay, Call Masking (DTMF) and Pay-by-Link solutions. Integration with their existing PCI PAL telephony system was essential to avoid outsourcing to additional third parties.
Golding Homes required:
- A seamless transition from the incumbent before its October decommissioning.
- Secure payment solutions for both call centre and ad-hoc payment scenarios.
- Compliance with PCI DSS standards while maintaining operational efficiency.
The solution
In October 2025, Golding Homes implemented:
- Callpay and Call Masking for their in-house Customer Services Team, ensuring PCI-compliant phone payments integrated with existing telephony provider, PCI PAL.
- Pay-by-Link for Income Officers handling occasional payments or conducting arrears chasing, providing a secure and flexible solution for seamless transactions.
The onboarding process was seamless, successfully meeting Golding Homes’ tight deadline, with weekly management calls to keep the client informed, combined with proactive support to triage and resolve any issues quickly, providing reassurance throughout the project.
Client feedback from onboarding survey:
- Overall onboarding experience: Excellent
- Communication from onboarding specialist: Excellent
- Felt supported throughout the process: Yes
- Questions and concerns addressed promptly: Yes
Results
Since implementation, Golding Homes has processed 69 Pay-by-Link transactions between October and December 2025, totalling £17,605 in collection. These payments were primarily for rent in advance and arrears, handled by Onboarding and Income Collection Teams.
Candace Bookal-Myles, Golding Homes commented: “We’ve seen steady usage and no negative feedback on Pay-by-Link so far. Once teams got used to the new flow, it quickly became a reliable, secure option for sending payment requests.”
Callpay has also seen strong adoption, with 720 transactions completed since go-live in October 2025, collecting a total of £298,032.21. This demonstrates the effectiveness of the solution for secure, PCI-compliant phone payments integrated with PCI PAL.
Keely Hoadley, Customer Service Team, Golding Homes shared: “Since adopting the allpay system, the Customer Service team has experienced significant improvements in efficiency. It streamlines the payment process by reducing unnecessary steps for advisors, improving efficiency, and sending receipts to customers is now much simpler.”
Golding Homes has also achieved enhanced PCI compliance, enabling around 20 additional colleagues to have calls recorded securely. Operational efficiency has improved thanks to consolidated transaction reporting, eliminating the need for multiple file downloads. Overall, the new solutions have delivered improved security and flexibility for both staff and customers.
Summary
Overall, feedback from the teams at Golding Homes to allpay has been positive, highlighting the benefit of integrating with PCI PAL without involving another third-party, with a smooth transition. Pay-by-Link has been praised as a flexible solution that allows anyone within the housing association to send a payment link once set-up, and usage has grown steadily. While there was an initial adjustment period for process changes, teams are adapting well and appreciate the added security and convenience.
Craig Marks, Golding Homes commented: “One of the biggest benefits to Callpay and Call Masking for us is that around 20 more colleagues can now have their calls recorded securely, which wasn’t possible before due to PCI compliance. That’s a huge improvement for our processes.”
Cloey Horton, Onboarding Team, Golding Homes shared: “allpay’s Pay-by-Link solution is quick, efficient, and simple to use. It’s also customer friendly. I like that you can see if the payment link has been opened or paid by the customer which is quite helpful and allows us to move on with the next process of lettings.”