Duplicate payments

We have been made aware by Allpay, our Direct Debit provider, that a number of our customers who pay their rent via Direct Debit may have had duplicate payments withdrawn from their accounts.

If you pay your rent via Direct Debit, this means that two payments may have been debited from your account today, rather than just one.

We apologise for any inconvenience or worry this error may have caused you, and please be assured that we are working closely with Allpay to investigate the issue and provide further information to our residents.

Allpay has advised that all affected customers should contact their bank immediately and claim a refund via a Direct Debit indemnity if this is the case.

You are entitled to a full and immediate refund of the amount paid from your bank or building society if an error has been made in the payment of your Direct Debit by Allpay or your bank/building society.

If you have any concerns about this matter, please don’t hesitate to contact us by calling us on 0800 5335 442. Our income management and money advice team are available to help any affected residents.