Our new payment options are off to a strong start, giving customers more choice over how they pay and helping our colleagues spend more time supporting customers who need extra help.
Customers have already made 598 payments worth £145,714 through our automated payment service and secure payment links sent by text message.
Making payments simpler
Following a successful pilot in August, we introduced Voicescape Automation.
The service automatically contacts customers and gives them the option to make a payment using a secure Pay by Link.
Since its introduction:
- 161 automated Pay by Link payments worth £39,788 have been made without customers needing to speak to a colleague to make their payment.
- Around 700 cases are completed automatically each week, giving colleagues more time to focus on customers who need additional help.
- Our team supports around 200 customers each week following automated contact, helping customers access further support when they need it.
More choice with payment links by text
We’ve also introduced secure payment links by text message, giving customers another quick and convenient way to make a payment using their mobile phone.
Since it launched on 3 September, customers have made 437 payments worth £105,926 through the service.
These new options make payments easier while giving our team more time to support customers who need a conversation, advice or extra help.
A reminder: how to recognise contact from us
Our automated calls come from 0191 574 0128. Our text messages may show Gentoo as the sender or come from 07860 021 199.
If you’re unsure whether a call or message is from us, please call 0191 525 5000 before clicking any links or making a payment.
Need help or prefer to speak to someone?
If you have a question or need support with your rent payments, call 0191 525 5000 and select option 3. We’re here to listen and help.
