Electronic Payment Systems

We see several trends shaping the future: increasing use of Open Banking and variable recurring payments; greater demand for mobile-first payment channels; enhanced fraud prevention tools (behavioural biometrics, real-time verification); and stronger regulatory oversight especially around user data and safeguarding. Using the PfH framework gives you visibility of suppliers at the forefront of these trends, so you can adopt innovations safely rather than playing catch-up.

Payment systems under the PfH framework are selected for their ability to support flexible payment options and multiple channels (online, phone, mobile, assisted). These features allow housing providers to offer more accessible payment methods and monitor arrears more effectively. When tenants struggle financially, having options and clarity often reduces missed payments; data insights enable targeted outreach and early intervention, reducing administrative burden and improving outcomes.

Suppliers are asked to evidence compliance with relevant industry standards, such as PCI DSS and GDPR, as part of their tender submissions. We also look for strong reliability, fraud prevention practices, and evidence of successful integration with public sector payment systems. These criteria ensure high security, stability and better outcomes for members.

We suggest setting KPIs across areas like payment success rate, cost per transaction, time to settle, rate of failed payments, customer satisfaction and arrears levels. Many suppliers under the framework can generate regular reports or dashboards. PfH encourages members to review both operational metrics (how well payments are processed) and impact metrics (reduced arrears, improved inclusion). Having these measures in your contract or SLA helps you hold suppliers accountable.

Our framework supports suppliers offering recurring payment options, direct debit and flexible scheduling. We require that suppliers delivering these services comply with both regulatory and scheme-level mandates (such as authorisation, transparency of fees, notification of failures). This ensures tenants receive options that suit their financial circumstances while you maintain predictable cash flow and reduce administrative overhead.

Yes. One of our key value points is that many framework suppliers offer integrations or APIs that allow payment data to flow into your housing management, rent accounting or CRM systems. We encourage you to check these technical capabilities when selecting suppliers through the framework. This avoids duplicate work, reduces errors, simplifies reconciliations and gives you better real-time insight into rent collection and arrears.

Not all tenants have bank accounts or access to online payments easily. Under the PfH framework, many of our payment solutions support multiple payment methods ; mobile payments, prepaid options, phone payments or assisted channels. We also evaluate suppliers on how well their systems support vulnerable customers (e.g. multiple payment channels, low minimums, strong customer support). Choosing solutions that are inclusive helps reduce arrears, improve satisfaction, and ensure nobody is disadvantaged.

Open Banking allows tenants to initiate payments directly from their bank accounts or share account information securely, offering faster, lower-cost payment paths. Under our framework, suppliers who offer Open Banking services are assessed for reliability, regulatory compliance and integration capability. We encourage housing providers to consider Open Banking for recurring payments or flexible payment plans because it can reduce fees, improve payment success rates, and offer a better tenant experience.

Fraud often comes through weak control points; diverted payments, phishing, or misuse of payment instructions. Through our framework, we require suppliers to follow best practices like dual authorisation, supplier verification, audits and secure transfer protocols. We also include safeguards such as strong encryption, verification of supplier bank details and secure handling of payment credentials. Using a trusted PfH electronic payment supplier means you’re inheriting those controls rather than having to build them yourself.

PfH’s framework requires suppliers to demonstrate compliance with relevant UK regulatory standards, such as PCI DSS v4.0, giving members assurance that these controls are in place. We review supplier credentials, annual attestations and ongoing audits to ensure sensitive cardholder and transaction data are managed securely. As part of PfH, members benefit from compliant procurement route solutions, which reduces your compliance burden and gives you assurance in both procurement and operations.