Genesis housing association cashes in with phone payment system

Antony Savvas

London and East of England housing association Genesis is using Callpay, allpay's phone payment management system, to speed up the way it collects rents from residents.

Genesis owns or manages around 33,000 properties across London and the East of England.

Akeem Abiola, collections manager at the social housing provider, said of the system, "It's simple to use. We download payment files from the Webconnect portal and send them to our colleagues in the finance department.

"The payments are then credited to tenants' accounts within 24 hours. The system is user-friendly and intuitive for staff."

Abiola says that Genesis now puts the bulk of its telephone payments through Callpay. The revenue collected by the housing association via debit or credit card payment has more than trebled - from £250,000 to almost £850,000 a month, with over 90 percent of these payments now processed through the system.

As a result, Genesis has increased the number of Callpay licences to 12, with staff based at four different locations all able to take payments at the same time.

In addition, Genesis is encouraging more customers to sign up to Direct Debit payments, using allpay's paperless service.

This allows Genesis to set up customer accounts over the phone and offers residents the option to choose a payment date and frequency that suits them.

Abiola said, "We can set up new customers on the system immediately and it takes less than five minutes to arrange a new Direct Debit over the phone.

"What clinched it for us is the fact that with Callpay, we can have payments credited within 24 hours. Other systems take six working days before the funds are in our bank account."