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Genesis uses allpay to speed up rent collection

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Genesis uses allpay to speed up rent collection


Published by 24publishing for allpay Limited in Housing and also in Bill Payments, Central Government, Local Government, Universal Credit

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One of the UK’s leading housing associations is using Callpay, allpay’s payment management system, alongside its paperless Direct Debit service - to improve and speed up the way it collects rent from residents.

Genesis owns or manages approximately 33,000 properties across London and the East of England. Akeem Abiola works as a Collections Manager for the social housing provider and he says it has found Callpay to be quicker, more efficient and more reliable than other systems.

Payment specialists allpay works across the public sector, collecting payments for local authorities, government departments and 75% of the top 400 housing associations.

“It’s simple to use. We download payment files from the Webconnect portal and send them to our colleagues in the finance department. The payments are then credited to tenants’ accounts within a day.

“The system is user-friendly and intuitive for staff - and it doesn’t fail when you’re mid-way through taking a payment, so it’s more reliable. As well as improving our collections process, it’s also helping us to provide a better service to our customers.”

As a result of these improvements and efficiencies, Akeem says that Genesis now puts the bulk of its telephone payments through Callpay. The revenue collected by the housing association via debit or credit card payment has more than trebled – from £250K to almost £850K; with over 90 per cent of these now processed through the system. As a result, they have had to increase the number of Callpay licences to 12, with staff based at four different locations all able to take payments at the same time.

To encourage more customers to sign up to Direct Debit payments, Genesis has been using allpay’s paperless service, which allows it to set up customer accounts over the phone and offers residents the option to choose when and how often payments are collected, so they can work around dates convenient to them.

Akeem said: “We can set new customers up on the system straight away and it takes less than five minutes to sort out Direct Debit payments over the phone.

“What clinched it for us is the fact that with Callpay we can have payments credited within 24 hours; with some other systems it can take between five and six working days before the payments are delivered to our bank account.”

Akeem recommends the system and says Genesis has received first-class customer service from allpay, particularly from their account manager. One of the improvements Genesis would like to see is the introduction of tenants’ names and addresses on Callpay receipts, to help with auditing.


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