Important update: Problem with some Direct Debit rent payments

We are aware that some Direct Debits have not been taken from customers’ bank accounts as expected.

This is due to an issue with Allpay, the company that process Direct Debit payments. We are working to fix the problem as quickly as possible We have been advised that your banks won’t charge you for the failure of the DD

We believe that everything will be back to normal from the 17th. You will not need to set up another Direct Debit payment

If your rent payment has not been taken, please don’t worry. We will:

• text you if you have been affected
• call you to arrange payment of any rent that was not collected
• keep you updated while we work to fix the problem

For now, please keep enough money in your bank account to cover your rent payment.

You can also make a payment using the North Star app North Star Online.

Thank you for your patience while we sort this out.

Update 11th August:

We will be texting affected customers a secure payment link to pay the missed rent payment. The text will come from 'NorthStar' and read as follows:

Important rent payment update from North Star Housing
 
Due to an issue with Allpay, your rent payment has not been collected as expected. We’re sorry for any inconvenience this may cause.
 
We will shortly send you a secure payment link so you can make your rent payment online.
 
We understand you may be cautious about payment links. You can verify this message on the North Star website at https://www.northstarhg.co.uk/blog/important-update-problem-with-some-direct-debit-rent-payments/, or alternatively make your payment by calling us directly on 03000 11 00 11.
 
Please do not worry – you will not be penalised for the payment being missed due to this issue.