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Service updates

As we return to normal, here's how you can contact us:

We are now starting to contact customers to rebook missed repair appointments.

Service updates here


You can pay your rent quickly and easily in the following ways:

From April 2021, there will be changes to your rent and/or service charges, find out more on changes to your rent.

Direct Debit

We're in the process of launching our customer portal, during this process you will be unable to setup, amend or cancel a direct debit from the 8th June until the 24th June. You can find out more information on our customer portal launch page.


  • Certain banks now have MasterCard debit cards - this may apply to you, please check the logo on your card, and when making payment select the MasterCard option to complete your payment.

    You can pay your rent quickly and easily online in just a few easy steps. 

    Click here to pay your rent online.

    If you are a legacy Merlin or Severn Vale customer, you can pay your rent online by following the links below:


    Severn Vale

  • If you have lost or damaged your swipe card , unfortunately  we  are no longer able to replace or issue swipe cards as a method of payment .  However there are other ways to pay your rent which you will find much more convenient and easy to use.  These are listed above  with guides on how to use them.  

    Your Neighbourhood Coach will be happy to talk you through any of these methods if you need further assistance.

    Search for your neighbouhood coach and their contact details here.

Phone - Severn Vale customers only

  • Call 01684 272727, press option 1, then option 1. To use the Allpay automated payment line you will need to have your rent card ready.

    By contacting Allpay via 01684 272727, you will not be charged their call rates.

Building up credit in your rent account

When you live in one of our homes we will always advise you to pay a little extra on top of your normal rent if you are able to. This will help you build up credit on your account that you can then use on a rainy day or if your circumstances ever change unexpectedly so that you have some money to help with your rent. We will always make sure that paying this little extra is not leaving you short and that you can afford it. To find out more take a look at the short video below.