Rent card issues
Originally posted on Town & Country’s website on 3 October 2025
UPDATE 7 October 2025
We’re sorry if you’re yet to receive your new rent card, but we do know that cards have started to reach residents through the post today.
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.
You may have seen our recent news posts that we switched payment provider from AllPay to PayPoint on Wednesday 1 October 2025.
Update 9th October
To all our residents,
You may have seen our recent news posts that we switched payment provider from AllPay to PayPoint on Wednesday 1 October 2025.
As part of this process we have sent all residents a new PayPoint card and reference number. Your new card is currently on its way through the post.
If you pay your rent by Direct Debit, or if all your rent is paid for via Universal Credit or Housing Benefit, you do not need to do anything when you receive your new card. The way you pay your rent will continue as normal.
The new card and reference number is only needed by residents who pay their rent over the phone, online or at a local PayPoint outlet. However, please do put your new rent card somewhere safe should you need it in the future.
You can find more information on our switch to PayPoint here.
~ Love Living Homes
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.
We have been assured that the cards will start to reach residents next week. 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, especially if you’ve been trying to pay your rent over the last few days. 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 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