Background
Moat Homes, founded in 1966, has become one of the leading housing associations in the UK, providing affordable homes to over 21,000 families across Kent, Essex, Sussex, and London.
As a not-for-profit organisation, Moat reinvests its surplus income into improving its housing stock, developing new homes, and ensuring the long-term sustainability of its communities.
Moat’s focus extends beyond providing homes; it empowers residents through various initiatives, including employability programs, youth empowerment, and addressing social isolation.
The challenge
Managing payments from thousands of tenants in different regions presented a logistical challenge for Moat. With tenants across diverse demographics and locations, it was essential to offer flexible, convenient payment options.
Moat also needed a solution that would streamline rent collection, reduce missed payments, and provide tools to manage arrears efficiently, without compromising the quality of tenant interactions.
As Moat expanded and developed, its payment processing needs became increasingly complex. To ensure its financial systems could support its growth, Moat needed a reliable, secure partner to manage these payments seamlessly and efficiently.
The solution
Since 1997, Moat Homes has partnered with allpay to implement a comprehensive, tailored suite of payment solutions that cater to its tenants’ diverse needs. Over the years, Moat has adopted a range of allpay’s services, enabling secure and flexible payment options while streamlining internal processes for efficiency.
One of the key services Moat relies on is allpay’s Direct Debit solution, which allows tenants to set up regular, automated payments, reducing the risk of late payments. This has proven to be an effective way to ensure that rent is collected on time while minimising administrative overhead for Moat.
Recognising that not all tenants prefer automated payments, Moat also provides an Over-The-Counter payment option. Through allpay’s partnerships with all three of the UK’s largest OTC networks — Post Office, Payzone, and PayPoint—tenants can pay their rent in cash at over 60,000 outlets nationwide, offering maximum convenience and flexibility.
In addition to these core options, Moat has adopted a range of card payment solutions through allpay, including Callpay for secure payments over the phone, an Internet Payments Gateway for online transactions, and IVR (Interactive Voice Response) for automated phone payments, available 24/7. These services have been key in ensuring tenants can make payments conveniently at any time, whether via the web, phone or in person.
Moat’s digital payment capabilities are enhanced by allpay’s Pay-by-Link and Text Payments solutions, which allow tenants to make payments instantly by following a secure link or sending a text message. These options provide a convenient, on-the-go solution for tenants, contributing to increased on-time payments and reduced friction in the payment process.
Matt Marskell, Sales and Marketing Director at allpay said: “The wide range of payment methods we offer is all about giving tenants choice and control. Whether they want to pay online, in cash, or over the phone, our goal is to make it as easy and accessible as possible.”
Implementing Voicescape’s Caseload Manager for arrears management
To support their arrears management, Moat has also integrated allpay’s solutions with Voicescape‘s Caseload Manager, which utilises an automated system designed to improve engagement with tenants in arrears. By automating outbound contact, Voicescape outbound engagement encourages tenants to engage in productive conversations about their rent arrears, which can lead to sustainable payment plans and resolutions. This allows Moat’s staff to focus on more meaningful, engaged interactions with those tenants who need help the most, improving outcomes for both Moat and its tenants.
Bill Williams, CRO at Voicescape said: “By combining our sector expertise, Voicescape and allpay want to achieve a particular aim: to streamline a process that traditionally has been laborious. The efficiency gains of this partnership can be redeployed into providing services that benefit tenants. The scalability of this digital solution allows landlords to efficiently handle transactions, increase revenue created by self-serving customers and meet enhanced customer expectations; all outcomes that are the focus of social landlords nationwide.”
The Results
The partnership between Moat and allpay has delivered significant benefits for both the housing association and its tenants. The broad range of payment options provided by allpay has made it easier for tenants to pay their rent on time, no matter their preferred payment method. This flexibility has helped Moat reduce missed payments and improve cash flow predictability.
By automating payment collection through Direct Debit and integrating Voicescape for arrears management, Moat has been able to reduce manual tasks and free up staff to focus on providing high-quality support for tenants. The ability to handle payments online, by phone, or via text has also greatly improved the overall experience for tenants, making rent payments hassle-free and reducing the administrative burden on Moat’s finance team.
Voicescape’s contribution to arrears management has been particularly impactful. Through automation, Moat has been able to engage tenants in a more meaningful way, addressing arrears proactively and preventing escalation. The use of Pay-by-Link, integrated with Voicescape, has made it easier for tenants to make payments quickly after discussing their arrears, leading to more sustainable solutions and improved outcomes for both parties.
Looking ahead
With over 27 years of collaboration, Moat Homes and allpay have developed a strong and enduring partnership. As Moat continues to grow, providing much-needed housing and community support, allpay remains committed to delivering innovative, secure payment solutions that meet their evolving needs. Looking to the future, Moat’s sustainability goals, such as increasing energy efficiency in its homes and building for a net-zero carbon future, will benefit from allpay’s continued support in streamlining payments and improving operational efficiency.
The partnership between Moat Homes and allpay exemplifies the value of a tailored, flexible payment solution in the housing sector. By implementing allpay’s comprehensive range of services, Moat has not only improved its rent collection process but also enhanced tenant satisfaction and built stronger relationships with those in arrears. Together, allpay and Moat continue to lead the way in creating innovative housing and payment solutions, ensuring a bright future for the communities they serve.
Lee Day, Income and Advice Services Manager, at Moat said: “Our payment systems are integral to ensuring that we can continue to provide high-quality homes and services to our communities. Our partnership with allpay has been invaluable in helping us achieve that.”
