PayPoint Rent Card Frequently Asked Questions
We’ve put together this page to answer questions residents may have after receiving their new rent card from PayPoint. If you have a question that isn’t covered here, please email info@tch.org.uk and we’ll get back to you.
Q: I’ve now got more than one rent card. How do I know which is the right one to use?
The new PayPoint card looks like this:
The old PayPoint Card looks like this:
Please destroy the card with the teal stripe across the top, and keep the white card.
Q: Why do I need a new rent card?
There was an error with the 19-digit rent reference number on the old card we sent you. This error allows payments to be made to both Pay Point and AllPay, our former provider.
Rents already paid through AllPay will be credited to individuals’ Town & Country Housing account. However, to avoid any future confusion we’re sending you this new card.
Q: I never use my rent card. Why have you sent me a new one?
We know that many people don’t use their rent card to pay their rent – for example, those who pay by Direct Debit. However, there may be times when people may prefer to pay in a different way. That’s why we’re sending all our residents this new card.
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.
Q: Why can’t I carry on using AllPay?
It’s much more efficient for all rent payments to be processed by one company, rather than two. Following the move of payment provider from AllPay to PayPoint, we’re asking residents to pay all rent and services charges through PayPoint.
Q: I’m worried that I may have paid my rent via AllPay. What should I do?
If you are worried about missing rent payments you can check your rent account through your online account, or you can email info@tch.org.uk and we can check for you. We are expecting a number of queries about this issue, so it may take us up to two weeks to get back to you.
Q: Can I speak to someone about this issue?
We are always happy to speak with residents, and we are expecting to receive a number of calls about these new cards. To help us manage the level of calls, if your question isn’t answered on this webpage it would really help if you could email us at info@tch.org.uk. We’ll aim to reply within two weeks. But of course, if you do need to speak to us the please do call us on 01892 501480.