Questions

 

Answers

1) What will I be able to do with my OneCard?

  • Currently you can use your OneCard to make Council Tax and rent payments. The OneCard has replaced the Allpay card for these payments
  • The OneCard is also being used as an ID and access card for council staff
  • From September, the OneCard will be used in Frederick Bremer and Kelmscott Schools for cashless catering, e-registration and access.
  • In the future, OneCard may be used to access other Council services such as libraries and leisure services.

 

2) Who do I contact if I have any questions?

 

3) Is the OneCard free?

  • Yes, the OneCard is completely free to those who need one.
  • Some paid-for applications may be added to the OneCard in future.

 

4) Can I still use my old AllPay card(s) and what should I do with it?

  • You should no longer use an AllPay card for council payments. You can dispose of your old Allpay card by cutting it into pieces, or by returning it to the council.

 

5) Does the OneCard hold personal information?

  • No personal data is currently being stored on the cards

 

Issuing OneCards

 

6) What if my OneCard has not arrived?

  • OneCards for Rent and Council Tax payments are sent directly to your home address.
  • If you think you should have been sent a card and you have not received it within 10 days, please contact us on 020 8496 3000, or visit one of the WFD Shops in Walthamstow, Leyton or Leytonstone.

In the meantime, you may need to make payments using an alternative method. If you are in temporary accommodation, you may have a letter with a barcode on, instead of a plastic card. The payment method is the same.

 

7) Why have I not  been issued with a card?

  • OneCards have only been issued to people who pay rent to the Council.
  • These people will also be able to pay their Council Tax and some other payments using their OneCard. The letter with your card will show the accounts that can be paid.
  • If you have not paid rent with an Allpay card in the past, you will not receive a card. If you are in temporary accommodation, you may have a letter with a barcode, in place of a plastic card.  Please use this to make payments as normal, at a Post Office or PayPoint outlet.

As more applications are added to the OneCard, they will be issued to more residents.

 

8) I pay by Direct Debit, so why have you sent me this card?

  • Our records show that you have used an AllPay card to make payments to the Council in the past. If you now pay by Direct Debit, you do not need to take any action.
  • But please keep your OneCard safe, as you will be able use it when other Council services are added in the future, such as libraries and leisure services.

 

9) What should I do if my details are wrong on the OneCard?

 

10) How do I order a new or replacement card?

  • To request a replacement OneCard, please call Waltham Forest Direct on 020 8496 3000 or visit one of the WFD Shops in Walthamstow, Leyton or Leytonstone.

 

11) How long does it take for a replacement card to arrive?

  • Once you order a replacement OneCard, you should receive it within 5 working days

 

Using the OneCard

 

12) Where can I pay using my OneCard?

  • You can use your OneCard at any PayPoint outlet in the country. There are more than 200 in Waltham Forest alone.
  • To find your nearest PayPoint location, visit the Paypoint page on the Council's website, or go to www.paypoint.co.uk.
  • You can also use your OneCard to make payments at any Post Office counter.

 

13) How do I make a payment using my OneCard?

  • It's easy to start using your new OneCard:
    • just visit any PayPoint shop or Post Office
    • give the cashier your card
    • tell the cashier what your payment is for: Rent, Council Tax or Sundry Debt. Sundry Debt includes Garage Rents
    • then make your payment.
  • You should be given a receipt that will show all the details of your payment. We recommend that you keep this receipt for your own records in case you have any queries as it is your proof of payment.
  • The letter you receive with your OneCard will give more details about the accounts on your card.

 

14) How will the cashier in the shop or Post Office know what I want to pay?

  • When the cashier scans your card, they will ask you which service you want to pay for and how much you want to pay.
  • The options available may be Rent, Council Tax or Sundry Debt. Sundry Debt should be used to pay Garage Rents.
  • Tell the cashier which service you are paying for, and how much you want to pay.
  • You should then be given a receipt with the details of your payment. We recommend that you keep this receipt for your own records.
  • The letter you receive with your OneCard has more details of the accounts on your card.

 

15) Why isn't my account reference number on the card?

  • The OneCard can be used for several services, so it would need all those reference numbers to be printed on it.
  • Instead, your OneCard identifies you to Council systems, which contain all your account reference numbers.
  • If you need to find your account reference numbers, you can find them on statements and other related correspondence. You will need this reference number to pay at the cash office.

 

16) Can I share my OneCard?

  • The OneCard is designed to be a card for individual residents.
  • As with the old AllPay cards, the new OneCards have been produced with just one tenant’s name on them, even where there is a joint tenancy. The name on the OneCard does not affect the terms of your tenancy. Both tenants can use the OneCard to pay rent and Council Tax.
  • It is expected that when more Council services such as library and leisure services are added at a later date, all residents, including tenants, will have their own cards if requested.

 

17) Can I use my OneCard to pay at a Handitill?

  • No - the Handitills do not take OneCards.
  • But you can still pay your rent at a Handitill.  Just write the payment reference from your statement or barcoded letter on the envelope.  Do not enclose your OneCard.

 

18) Can I pay without my OneCard?

  • Yes! Direct Debit is the easiest way to pay. Phone Ascham Direct on 020 8496 4197 to ask for a Direct Debit form to pay your rent.
  • You can set up a Direct Debit online to pay your Council Tax or phone Waltham Forest Direct on 020 8496 3000 to ask for a Direct Debit form to be posted to you.
  • You can also pay at the Cash Office with your payment reference number, and by Handitill (write your payment reference on the envelope. Please do not enclose your card with your payment).
  • It is still possible to pay by cheque. Please post cheques to:
    PO Box 6938, Walthamstow, E17 3SD
  • You can also pay online using a debit card (sorry, we don't take credit cards for rent payments).
  • Or you can pay over the phone  - please call Waltham Forest Direct on 020 8496 3000 and have your debit card ready.

 

19) What if I move from a Council property to a privately owned property, or a Housing Association property, or out of the borough altogether?

  • Feel free to keep your card if you are moving away from Waltham Forest. You will still be able to use it to pay any arrears you may have.  You may also want to use Council services again in the future.
  • If you are moving into a privately owned property, or you start paying by Direct Debit, or you no longer need to use the OneCard to make payments, please keep it in safe place.  You will be able use it when other Council services are added to the OneCard such as libraries and leisure services.

 

20) Can I use my OneCard to pay the rent on my Council garage?

  • Yes. The easiest way to pay is by Direct Debit, but if you want pay your Garage Rent using your OneCard, please use the Sundry Debt option. Just tell the cashier you are paying Sundry Debt when making the payment.
  • The letter with your OneCard has more details about the accounts on your card. It will say if you can use it to pay your Garage Rent as a Sundry Debt.

 

21) What happens if I have more than one garage?

  • Direct Debit is always the easiest option. You simply need to complete a new Direct Debit form for each garage. Contact Ascham Direct on 020 8496 4197 to ask for a Direct Debit form.
  • If you prefer not to pay by Direct Debit, you should use your OneCard to pay for the first garage you rent, and a letter with a barcode on for any other garages or sundry debts.  
  • The letter you receive with your OneCard will explain what accounts you can pay for with it.
  • Please contact us if you have any queries.

 

22) I pay my Council Tax by Direct Debit, and have been sent a OneCard – what should I do?

  • The easiest and most straightforward way is to pay both by Direct Debit. To start paying your rent by Direct Debit, please call Ascham Direct on 020 8496 4197 for a Direct Debit form.
  • If you want to carry on paying paying your rent with a card, just use the OneCard.
  • You can set up a Direct Debit online to pay your Council Tax or phone Waltham Forest Direct on 020 8496 3000 to ask for a Direct Debit form to be posted to you.

 

23) Does the OneCard replace my pop-out barcode card for paying Council Tax?

  • If you have a OneCard, you can also pay your Council Tax with it – please check the letter with your OneCard.  
  • If you would like to add your Council Tax account to your OneCard, or to check Council Tax is set up on your card, call Waltham Forest Direct on 020 8496 3000.

 

24) What do I do if I mix up my payments? (for example, if I pay my Council Tax money into my rent account by mistake)

  • It is important that you have receipts for all payments to show the error.
  • Then phone Waltham Forest Direct on 020 8496 3000, Ascham Direct on 020 8496 4197, or visit one of the WFD Shops in Walthamstow, Leyton or Leytonstone.

 

25) I have not been asked which account I want to pay.

  • Check you are using the OneCard and not the peel-out card sent to you for Council Tax.  
  • Also, when you make a payment, please say which account it is for so that the cashier is clear.
  • If you still have any queries, please contact Waltham Forest Direct on 020 8496 3000

 

26) My name is spelt wrongly on my card

  • Continue using the card as normal for payments.  
  • If you would like a replacement with changed details, please contact Waltham Forest Direct on 020 8496 3000

 

27) I have received 2 OneCards

  • Please contact Waltham Forest Direct on 020 8496 3000 so that all the details can be put onto a single card.
  • Please bring in the spare card to Ascham Homes on your next visit or return to a Waltham Forest Direct shop when convenient.

 

28) I would like the card to show both tenants

  • As with the old AllPay cards, the new OneCards have been produced with just one tenant’s name on them, even where there is a joint tenancy. This name reflects the primary contact information we hold for your tenancy.  The name on the OneCard does not affect the terms of your tenancy.
  • Both tenants can use the OneCard to pay the rent.  However, the OneCard is designed to be a card for individual residents. It is expected that when further Council services such as library and leisure services are added at a later date, all tenants will have their own cards if they so wish.

 

29) Can I pay at the Council Cash Office?

  • Yes - take the Pay Reference with you if you want to pay at the Council’s cash office. Your Pay Reference is on all letters, including the one sent with the OneCard.  
  • You do not need your Pay Reference if you pay at a Post Office or Paypoint outlet – just take your OneCard instead.

 

30) Can I use my OneCard to pay my water bill?

  • Yes – if your water charges are included on your rent statement. Tell  the cashier ‘RENT’ when they ask which account you want to pay.
  • This also applies to you if you get full Housing Benefit for your rent. This is because you still have to pay your water charges to us, as Housing Benefit only covers your rent, it does not cover the water rate part of the charge.
  • The OneCard does not replace non-Council issued Allpay cards.

 

Answers updated in October 2008

31) What else is the OneCard being used for?

  • Since September 2008, the OneCard is used in two secondary schools (Frederick Bremer and Kelmscott School) for payment for school meals, e-registration and access.

32) Will the OneCard be used for transport?

  • Currently, Transport for London are not willing for London Boroughs to issue smartcards with the Oystercard travel functionality.

33) When will I be able to use the OneCard for libraries and leisure?

  • There is no date set for rollout of this functionality. Waltham Forest is working with other London Boroughs to ensure that any smartcard library solution gives the same functionality as we currently have in libraries. For leisure the council is working with our leisure partner, GLL.

34) Is the the OneCard linked to the Olympics?

  • The London 2012 Olympic bid contained a reference to smartcards. However, the OneCard is currently independent of any olympic or paralympic work.  This may change as we move closer to the Games.

35) What are other London Boroughs doing with smartcards?

  • The London Borough of Hillingdon are currently rolling out smartcards for their residents to use for parking. All London Boroughs are working together to ensure that work is not repeated, and to learn from each other.