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Posted on November 16, 2023

Universal Credit Update

We recognise that this is a worrying time for people struggling to pay rent and bills. Many customers will be impacted by a planned move to Universal Credit (UC). 

More than 144 customers who have claimed UC within the last 6 months, have been contacted to complete a survey around their experience.  With their help we now have more support for customers, including a ‘To Do’ checklist along with video guidance on how to make a claim: at



“Kelly rang me at a tough time. I had just lost my dad and was bed bound after knee surgery. Being stuck in bed grieving, I did not want to talk. Kelly understood and took the time with me to help. She supported with food vouchers and got us in touch with UC and even gave me a number if we were struggling with school uniforms, I never would have done this.

“I was worried about my mother and her money too, so I spilt my heart to Kelly when she asked “Is there any thing else I can help with?” She gave me so much advice, I managed to get my mum enough money that she thought she won the lottery!

“Kelly, you have been amazing and ‘thank you’ is all I can say.  It may not feel like you did any more than your daily job, but this has been life changing for my mother and it will never been forgotten.”



It is now easier than ever, for customers to pay rent, with the introduction of convenient payment options available 24/7 including the Allpay app and Pay by link. 

These options are now available on our website, and more information can be found at

You will need your 19-digit Payment Reference Number if you are unsure of this number, please contact the income management team:

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