Coronavirus update

The health and wellbeing of our customers is our top priority. To help keep you informed, please visit our dedicated coronavirus webpage.

Payment methods

We offer a variety of ways for you to pay. Take a look at the options below and see which one is right for you.

Direct debit

What is a direct debit?

A direct debit is an instruction from you to your bank or building society. It authorises the organisation you want to pay to collect varying amounts from your account – but only if you’ve been given advanced notice of the amounts and dates of collection.

Once you have agreed those, the money is deducted automatically. If the organisation you are paying wants to change an amount or date of collection, they have to tell you about it first.

In a nutshell, direct debit is the simplest and most convenient way for you to pay regular bills.​​​ It’s free, simple and convenient to arrange and ensures we receive your payments on time. 

What are the benefits?

Paying by direct debit is easy, and allows you to choose a payment date that suits you. This payment method gives you the confidence that your rent and other monies owed are paid on time and in full. It’s safe and secure, and your payments are covered by the Direct Debit Guarantee. Customers paying via direct debit help Orbit to reinvest in communities, as it is a rent collection method that requires little administration. 

Direct Debit Guarantee

This Guarantee is offered by all banks and building societies that manage direct debit payments. 

  • If there are any changes to the amount, date or frequency of your Direct Debit Orbit Group Limited will notify you a minimum of three working days in advance of your account being debited or as otherwise agreed.
  • If you request Orbit Group Limited to collect a payment, using Allpay as our third party collection service, confirmation of the amount and date will be given to you at the time of the request. A confirmation will also be sent via your preferred communication method - email or letter.
  • If an error is made in the payment of your Direct Debit by Orbit Group Limited or your bank or building society, you are entitled to a full and immediate refund of the amount paid.
  • If you receive a refund you are not entitled to, you must pay it back when Orbit Group Limited asks you to.

You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us by calling 0800 678 1221.

Please see our privacy policy for further information.

How do I set up a Direct Debit?

You can call our Customer Service Centre on 0800 678 1221 to set up a Direct Debit. Make sure you have your Orbit account reference number to hand, which can be found on your account statements.

If your rent increases, direct debits will be automatically adjusted, taking into account the higher payment amount. We will confirm the new amounts to be taken from your account, giving you three working days’ notice of the change. If you receive benefits to help with your rent, and those payments are made directly to us, this might delay the process. Your direct debit won’t be changed until you receive the details of your new benefit entitlement.

You can cancel a direct debit at any time by contacting your bank or building society. Please also let us know by calling 0800 678 1221.

What other accounts can make payments using Direct Debit?

  • Orbit Response – this is a sub account, allowing you to pay for Independent Living costs like the use of your Orbit Response pendant. You should only choose this option if we have told you that you are required to pay for this service. If you are not sure whether you have to pay for this, you can contact us via live chat or give us a call.
  • Court costs – this is where Orbit have taken you to court and we have been awarded costs by the court which you have to pay.
  • Recharging – this is a sub account that allows you to pay Orbit for works for which you are contractually responsible. In addition to repairs and maintenance, Orbit may also undertake removals, store removed items, or replace items such as locks, keys, fobs or vehicle permits. Works and services carried out by Orbit will need to be paid for by you, if they:
    • are your responsibility according to your tenancy agreement
    • arise due to misuse, damage, neglect, non-reporting, unauthorised or poor alterations or improvements
    • result in aborted call outs where an appointment has previously been made
    • require removal of items that have been inappropriately left, stored or disposed of
    • require replacement of items that have been lost, destroyed or stolen

Other payment options

Online payment by debit or credit card

You can make a payment online using a debit or credit through My Account. You can also use our automated phone payment service - please contact us and follow the payment options.

You’ll need your tenancy reference number and your debit or credit card. You must be the card holder to pay using a credit or debit card. 

Pay using an allpay app on your smartphone or tablet

Debit or credit card payments can be made at your convenience 24/7 through the allpay Payment App, available to download for free for Apple, Android and Windows smartphones.

Payment via text

You can register with allpay to make payments via text message. You'll need your payment card and debit or credit card to register with allpay. Text ‘pay’ plus the text code you set up during registration along with the amount you want to pay and your password (the last four digits of your debit or credit card) to 81025. The pay by text service is available 24/7.

Payment/swipe card

A swipe card is a plastic card that holds your name and rent account number. It makes sure that any money you pay to us at a Post Office or PayPoint outlet will reach your rent account. It isn’t a credit card and has no value.

If you lose your swipe card, you can request a new one through My Account.

Standing order

You can pay by standing order if you have a bank account. You have to tell your bank how much you want to pay and when. If any changes are needed you must tell your bank yourself.

If you wish to set up a standing order, please contact us for our bank details for payments. You’ll then need to contact your bank, or use online banking, to set up the standing order.

If your rent or other payments due to us increase, you’re responsible for telling your bank about the changes. If you don’t make these changes you may fall into debt by falling behind with your payments to us. You’ll find the new rent amount on your rent increase letter. This letter will also tell you the date when the new rent amount will begin.

We recommend Direct Debit as a more flexible alternative to standing orders. Direct Debit payments will automatically change if your payment amount needs to increase or decrease and you’ll be informed before any changes are made to the payment amounts.

If there are any changes to the amount, date or frequency of your Direct Debit Orbit Group Limited will notify you a minimum of three working days in advance of your account being debited or as otherwise agreed.