Frequently asked questions about PayPoint

• Can I still use my rent book at the Post Office?

Yes- providing you use the bar coded voucher in the front of the book and not the green giro vouchers. You can also use your Paypoint plastic card at the post office or Paypoint outlets.

• Can you pay at the cashiers with a Paypoint Card?

No - You can pay by the same means cheque, cash or debit card and the cashiers will fill out a paper slip for you. Please take your rent reference with you and keep your receipt.

• Who do I make my cheque out to when paying my rent at the post office?

Make your cheque payable to 'The Post Office'.

• When you pay with the Paypoint card, can you use the telephone hotline and do you get a receipt?

No-with the telephone hotline you can only use your debit or credit card. A receipt number will be given to you and you should keep this as a record.

• How long do I have to keep my Paypoint receipts for?

You would normally have to keep the receipts for 3 months. When your quarterly statement arrives tick off your payments against your statement.

If the payments match you will not need to keep your receipts.

• I have lost/damaged my Paypoint card, can I get a new one?

Yes- just contact the Brent Housing Partnership Rent Office on 020 8937 2480 or rentaccounts@bhphousing.co.uk, your housing officer on 020 8937 2740/2424/2730 or the One Stop Service on 020 8937 1200 and we will order you a new one.

This takes approximately 4 weeks.

If you do not have any other method of payment we will send you some temporary vouchers to pay with.

• What if my Paypoint payment goes missing from my account?

The Co-op bank will guarantee all tenants' payments providing you have kept your receipt as proof of payment.

• What do I do with my old rent book?

Tear out the green giro vouchers and discard them leaving your receipts and the Paypoint bar coded slip in the book.

• When I make a payment how quickly does it get to my account?

It normally gets to your account within 3 working days

• How does the council know the payment is mine?

You have a unique 13 digit number on all of your correspondence and rent accounts with the council. This reference is built into your Paypoint card.

• Can I use my Paypoint card for any other payments?

No - your Paypoint rent card is for rent payments only.

• Is the Paypoint card for rents different to the one I am already using?

No - it is the same card which you can now use at the post office.

• If I lost my card can someone get information from my account?

No - if you report it to the rent office as missing, a note will be put on your account and no information will be given until we have verified it is you.

• If my card was lost and my account was in credit can any one get a refund?

No - other checks and information are required before any refunds are given to tenants.

• My name has changed do I need a new card?

No- you only need a new card if your unique 13 digit rent reference changes.

This would only be if you changed properties within the borough and a new card with a new reference would be sent to you.

• I am a new tenant/I have ordered a new card -what happens now?

If you have nothing to pay with you will be given 5 temporary vouchers.

A new card will be ordered for you and takes up to 4 weeks to arrive.

• What if I leave the borough?

Destroy your card or give it to your housing officer with your keys.

• Can I pay at a bank counter?

Yes- You can still pay at a bank counter, contact the rent section 020 8937 2480 or rentaccounts@bhphousing.co.uk and we will arrange with you how to pay.