UPDATE 14 October 2025 – We’re sorry if you’re yet to receive your new rent card. These are being delivered now and you should receive yours soon.

If you have a MyHomeOnline account, you can find your payment reference number there. See the Frequently Asked Questions at the end of this article for more info.

If your rent is due and you haven’t had your new card yet, please don’t worry – it’s fine to wait till you get your new rent card and pay then. You can find more details below in our original news post.

If you pay you rent (or other charges) by Direct Debit, or if all your rent (or other charges) are paid for by benefits, you do not need to do anything. These arrangements will continue as normal.

You may have seen our recent news posts that we switched payment provider from AllPay to PayPoint on Wednesday 1 October 2025.

While Direct Debits will continue to run as usual from this date, the AllPay card, and reference number, will no longer work.  

We had arranged to send all residents a new PayPoint card and reference number before the systems switched over.  

We’re very sorry to say that, due to circumstances beyond our control, there has been a delay in getting the new rent card and reference number to you.  

Cards are now being delivered to residents through the post. Once you receive your new card you will be able to make a payment in the normal way, whether that’s online, by phone or at a local PayPoint outlet.  

We apologise if this situation has caused you any problems or concerns. We’ve had lots of calls from residents about this issue, so please accept our apologies if you’ve tried to call and been on hold for longer than usual.  

We’ve pulled together a list of questions that residents have been asking us about rent payments. If you have any other queries, please email info@tch.org.uk 

Frequently Asked Questions 

Q – Why has my AllPay card/reference number stopped working?  

A – We switched payment providers from AllPay to PayPoint on 1 October 2025. Your AllPay reference is no longer valid, and you need to use your new PayPoint reference number.  

We’re sorry that you haven’t had this yet – you should have received a new rent card showing your reference number by now, but due to circumstances beyond our control these have been delayed. They will start to be delivered from Monday 6 October.  

Q – My rent is due today and I don’t have my reference number.  

A – It’s fine to wait till you get your new rent card and pay then, or you can email info@tch.org.uk and ask for your reference number.  

Due to the high number of queries we’re receiving if you do email us it could take up to a couple of days before we can reply. Please do bear with us, we will reply as soon as we can.  

Q – My rent is due soon and I still haven’t had my new rent card.  

A – We’re very happy for you to wait for your rent card to arrive in the post, and pay then.  

Q – I should have paid my rent by now but I couldn’t because of this problem. What should I do?  

A – First of all, please don’t worry that you’ve missed your payment date. You can either wait for your new rent card to arrive, or you can email us via info@tch.org.uk and we’ll send you your reference number.  

Due to the high number of queries we’re receiving if you do email us it could take up to a couple of days before we can reply. Please do bear with us, we will reply as soon as we can. 

Q – Because I couldn’t pay on the right day I’ve now not got enough to cover my rent. What can I do?  

A – Please contact your Income Manager. They will be able to talk to you about your rent account and how you can catch up with any payments. We will make sure that this is affordable for you.  

If you don’t know how to contact your Income Manger, please get in touch with our Customer Service Team by phone or email: Contact us – Town & Country Housing  

Q – How do I pay my rent once I get my new rent card?  

All that’s changed is your rent reference number, you can still pay your rent in the normal ways – via your online customer portal, from our website or at any PayPoint retail outlet.  You can find out more about the different wats to pay your rent here: https://tch.org.uk/your-home/#rent-and-service-charges

Q – I already pay by Direct Debit, what do I need to do?

Your Direct Debit will continue to operate as normal so you don’t need to make any changes, but please do put your new rent card somewhere safe should you need it in the future.

Q- All of my rent is covered by benefits. Do I need to do anything?

No, your rent will continue to be paid in the normal way, so you do not need to do anything. However, please put your new rent card somewhere safe should you need it in the future.

You can see full information on ways to pay on this webpage and you can find our local PayPoint retail outlet here: PayPoint Store Locator – find your nearest store  

Q – How do I find my Payment Reference number on MyHomeOnline?

If you have a MyHomeOnline account you can find your rent payment reference number by following these steps:  

• Sign into MHOL 
• Click the three lines in the top right to expand the header menu:

• Click on My Rent Account to find your Payment Reference in the box marked red below:

You can then use the Payment Reference number to pay online, over the phone or at a local PayPoint outlet as normal.