How to pay

Our Direct Debits are managed by our partner Allpay. Direct Debit is the way we prefer to receive payments.

How do I set up a Direct Debit?

To set up a direct debit, either download, complete and send a paper mandate form, or call us on 0333 0124307 to set it up over the phone. This gives your bank the instruction to make the payment. You can decide to pay us fortnightly, 4 weekly or monthly.

You will receive a letter from Allpay telling you when the Direct Debit will start and how much your payments will be.

It takes about 14 days from your request to a payment being made, so please make alternative arrangements to pay whilst this is completed. 

What if the amount I need to pay changes?

Unlike a Standing Order, there is no need to contact your bank if the payment to us needs to change. With a Direct Debit, we will notify you in advance of any changes and the Direct Debit will change automatically.

However, it is important to know that you are always in control of your money. You can cancel the Direct Debit at any time.

What happens if my account doesn’t have enough money to pay for my direct debit?

Allpay will attempt to collect the agreed amount as instructed.  If the payment is not collected, a further 2 attempts will be made before the Direct Debit is automatically cancelled.  If your Direct Debit is cancelled or you’re having difficulty meeting the payments, please get in touch with us on 0333 0124307.

What is the Direct Debit Guarantee?

All Banks and Building Societies taking part in the Direct Debit Scheme offer the guarantee. The efficiency and security of the Schemes monitored are protected by your own Bank and Building Society.

If the amount to be paid or the payment dates change, Allpay.net will notify you 10 working days in advance of your account being debited or as otherwise agreed.

If an error is made by Allpay.net Limited or your Bank or Building Society, you are guaranteed a full and immediate refund of the amount paid..

You can cancel a Direct Debit at any time by contacting your bank or building society. Written confirmation may be required. Please also tell us if you intend to cancel your Direct Debit.

We will offer you the option of having a payment card when your tenancy is set up. If you do not have a card and need to make regular payments to advance please email us or call on 0333 012 4307 and we can order a card for you.

A payment card offers many ways of making payments to us. You will need a payment card if you want to pay us online, through the mobile app or using the telephone service. Advice on how to use these services is given in the sections below.

If you feel more comfortable using your card and paying your charges at a shop or a local post office you can.  A list of shops where you can make a payment is provided here and at any Post Office.  If you see either of these logos, you will be able to make a payment

The minimum you can pay in these locations is £5. If you need to pay us less than £5 please get in contact with your Housing Officer on 0330 012 4307.

You can pay your rent at a time that suits you by using our online payment service with Allpay on www.allpayments.net

To make payments with Allpay online you’ll need to sign up using the instructions through the website.

You will need:

• Your email address
• Your payment card provided by us. If you can't find your card number or you've lost your card, please email us or call 0333 012 4307 and we can order a new one.
• To create a password

Each time you pay your rent online, you’ll need to remember your login information.

Once you’ve signed into your account, you’ll be greeted with a message confirming you’re making a payment to ADVANCE. Enter the amount you want to pay and the details of your debit card and then click ‘Pay Now’.

When the payment is complete, a confirmation page will appear with a payment reference and authorisation code. You will also receive a confirmation email.

Working with our payment partner allpay, we can now offer the option of payment services using a mobile app.

Allpay have apps set up with iTunes, Android or Google Play. Search for “Allpay” in your app store and download the app to your phone  or tablet.

Once the app is installed, you can sign in using the information you signed up with online. If you have not signed up before you can register for an account within the app.

You will need:

• An email address
• Your payment card  provided to you by us. If you can’t find your payment card number or you’ve lost your card, please email us or call on 0333 012 4307 and we can order a new one.
• To create a password

After registering you will be able to pay your rent wherever you are and whenever you want.

Working with Allpay we can offer you the option to pay via the telephone. There is an automated option, or you can speak to a person if you’d prefer.

Please be aware that charges apply to all calls so please check with your phone provider first.

The payment process is straight forward. There is guidance throughout, and there’s no need to register before using the service. You can pay using the telephone 24 hours a day, 7 days a week, with customer service assistance available from Allpay during office hours.

You will need a payment card to process this payment so if you can’t find your payment card number or you’ve lost your card, please email us on customer.services@advanceuk.org or call on 0333 012 4307 and we can order a new one.

To make a payment using the telephone, you will need

• Your payment card, you will be asked for the (PRN) which is the 19 digit number on the card.
• Your debit card
• Your password (or to create one)
• An email address (if you have one) where you can receive a payment confirmation.

The phone number for Allpay is: 0844 557 8321

If Direct Debit isn’t the right choice for you, there are 2 other ways to transfer money from your bank account directly to us. You can use a Standing Order or pay us directly using your own Bank’s internet banking or telephone options (where available).

If you would like to use either of these methods please get in touch with us on 0333 012 4307 and we will send you some more information.

You will need to use this information to set us up as a payee with your own bank.  You can then arrange a standing order to send a regular amount automatically to us, or set up a bank transfer each time you’d like to send money to us.

We can accept payments by cheque, but it is important for you to know that this method of payment takes longer to process and you may not see your payment on your account as quickly.

You can pay your rent and any other Advance invoices by cheque. To do this you can either use your payment card at any post office or paypoint outlet, or you can send your cheque to us by post.

Cheques should be made payable to: Advance Housing and Support Ltd 

Cheques should be sent to:

Advance

2 Witan Way

Witney

Oxon

OX28 6FH

Please include your Tenancy Reference or Account Number with your cheque so we can transfer the money into your account.