Important message for customers - direct debits

Following our earlier message about the technical system issue by our direct debit facilitator Allpay, we are aware that a small number of customers may have had their rent collected twice in one day from their bank accounts

12 Dec 2017

This has only affected those customers who’s direct debits fall due on a Thursday or on the 7th of the month.

We are advising customers to check their bank accounts and if they have been affected to contact their bank to process an immediate refund under the direct debit guarantee.

We have attempted to contact those customers by phone, email or text if we have their mobile phone number.

We've been advised that refunds will be processed today.  Please could customers check their bank account and if nothing has been credited they should contact their bank direct. If customers incur any bank charges, please be reassured that Allpay will reimburse these charges.

Customers simply need to send a copy of their bank statement showing the additional charges either by email to or by post to Allpay Limited Fortis et Fides, Whitestone Business Park, Whitestone, Hereford Herefordshire, HR1 3SE.

If this has affected you and you need to discuss this with Allpay, you can contact them on 0844 557 8318.

Please accept our sincere apologies for any inconvenience this has caused.