Client Success Story:
Wyedean Housing Association

Wyedean Housing Association needed a reliable solution to process payments
Key IVR identified a need for a secure, out-of-hours payment solution
Key IVR delivered self-service options that drastically increased their ease of taking payments
SFTP integration was also implemented

Services & sector

Housing Association

About Wyedean Housing Association

Wyedean Housing Association is a respected housing provider based in the UK, offering a range of property services and affordable housing solutions to local residents. Their commitment to tenant care and service innovation ensures that residents receive consistent, secure, and accessible services, including the ability to manage rental and property related payments efficiently.

The requirement

As part of its commitment to improving resident experience and ensuring secure financial transactions, Wyedean Housing Association needed a reliable solution to process payments outside of standard working hours.

Traditionally, payments were handled manually by staff, which posed challenges for both availability and security. They sought a secure, automated method that would allow residents to make rent and property fee payments at any time, while also maintaining compliance with industry standards.

The solution

Key IVR reached out to Wyedean Housing Association during routine outreach and quickly identified their need for a secure, out-of-hours payment solution. In response, Wyedean implemented Key IVR’s Secure Web Payments and Automated Payment IVR solutions. These systems enable tenants to make payments 24/7 through user friendly and PCI DSS Level 1 compliant digital platforms.

Secure Web Payments allows residents to pay their rent and fees through a branded online payment portal, offering convenience and peace of mind. The Automated Payment IVR provides tenants with the option to make a payment by calling into the Automated Payment Line and following the guided prompts to make a payment towards their invoice.

To further enhance efficiency, Wyedean also adopted SFTP integration for seamless file uploads. This functionality enables the automatic validation and reconciliation of payment data, reducing administrative overhead and ensuring data accuracy.

“It has been a pleasure to work with Key IVR on this project. They have been attentive, pro-active, and extremely helpful as they have guided us seamlessly through the process to implementation. I thoroughly recommend their service and products.”

Barry Rees
Housing Services Manager
Wyedean Housing Association

The outcome

The implementation of Key IVR’s solutions has significantly improved the way Wyedean Housing Association manages tenant payments. Residents can now make secure payments at any time, without staff assistance. This not only boosts customer satisfaction but also strengthens Wyedean’s compliance and operational efficiency.

The SFTP integration has simplified internal processes, allowing finance teams to quickly validate and reconcile payments, improving accuracy and reducing manual effort.

“Wyedean Housing Association were great to talk to and really responsive throughout the entire project. They actively supported our project management team and helped ensure everything ran smoothly from start to finish. Our partners at Lloyds Cardnet were also fantastic, working closely with us on the payment gateway and acquiring services to make sure Wyedean had a reliable and secure platform in place.”