- We have written to all customers with new account numbers. You will need these numbers when you make a payment online or on the phone.
- If you usually pay at the Post Office or via PayPoint, we will replace your payment card with a unique barcode, which we’ll send you by the end of March. In the meantime, please continue to use your payment card.
- If you pay by Direct Debit you don’t need to do anything. We will update your account automatically.
We have written to all customers about this change, but here are some frequently asked questions:
Why have you changed payment provider?
We have moved to Pay360 because it offers more ways for our customers to make payments than our previous provider, AllPay. We realise some people will be unfamiliar with this new system at first, but we’re confident it will offer you a better experience and more flexibility once you’ve used it a few times.
How does this change affect me?
All customers now have a new ten-digit account number to make payments. This is shown on the letter you received during the first week of March 2022.
This number replaces your old 16-digit account number.
How can I pay my rent and other charges?
You can pay your rent and other charges through any of the payment methods below.
Remember you’ll need your new 10-digit account number.
- Direct Debit
If you already pay by direct debit, you don’t need to do anything. Your payments will continue as usual.
If you want to set up a new direct debt, call us on 01633 381111 and we’ll help you do this.
- Online
Click here to make a payment online.
- Phone
Call us on 01633 381111 and select option 1. This will take you to an automated payment line.
- Post office or PayPoint
You won't be able to use your AllPay card to make payments from 1 April 2022.
If you usually make payments at a post office or PayPoint, you will need to use a new barcode card. We’ll be sending these out in the post by no later than 28 March 2022.
We've included more information on this below.
- Direct payment through Housing Benefit
Your rent and services charges will continue to be paid directly to us as usual.
Can I use a Pay360 app?
No, you can’t pay through an app at the moment.
There are apps called Pay360 on the App Store, but these are not linked to Newport City Homes in any way. If you have downloaded one of these apps to make payments to us, we recommend you delete it.
The only way to pay online is through our website. Click here to make a payment online.
I usually pay at a Post Office or PayPoint. What should i do now?
Your AllPay card won’t work from 1 April 2022, so you’ll need to use your new barcode card to pay at a post office or PayPoint.
It includes a barcode which will need to be scanned whenever you make a payment at a post office or PayPoint.
What do I need to do if I've lost or didn’t receive my barcode card?
If you haven't received your barcode card by the end of March, please call us on 01633 381111 or email us on customer.accounts@newportcityhomes.com so we can send you a new one.
Do I have to make a minimum payment?
No, there is no minimum payment.
Why is my payment being declined?
If you’ve tried to make a payment but it’s been declined, please call us on 01633 381111 so we can check your account is working as it should.
We'll ask you
- How you tried to make your payment
- When you tried to make the payment
- Your new 10-digit account number
- How much you tried to pay
- The last four digits on your debit/credit card
- The card type you tried to use (if applicable).
I usually pay by logging into my account on your website. Can I continue doing this?
Yes, you can log in as usual and it will take you to our online payment page.
I would like to pay by standing order, is this possible?
From April 2022, you won’t be able to set up a new standing order, as we no longer accept this method pf payment.
To set up a direct debit or choose another method of payment, please contact us and we’ll help you do this.
I live in Duffryn. How do I pay for my heating?
If you have a meter in your home, you continue to pay Switch2 for your heating and hot water. If you don’t have a meter, you’ll need to pay us in one of the ways we’ve listed above using your new 10-digit heating account number.
I've tried to email you but it keeps bouncing back, why is this?
We’re aware that some customers with a yahoo email address can’t get through to us on email. We’ve contacted yahoo to fix this issue, but we don’t know how long this will take.
In the meantime, you can call us on 01633 381111 or contact us via our social media channels.