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Search answers about Housing Perks, vouchers, checkout issues, tenancy references, rent contributions and payment cards.
34 questions across 5 categories
Core questions about using Housing Perks and how voucher savings work.
Yes. The Housing Perks app is free for eligible tenants and staff to download and use. There is no subscription or usage fee. When you buy a voucher, you pay for the value of that voucher, with the saving applied at the point of purchase.
Housing Perks gives you access to discounted vouchers and other support. For everyday shopping vouchers, you still pay for the voucher itself, but you pay less than the face value. For example, if a retailer has a saving available, the saving is applied when you buy the voucher through Housing Perks rather than at the retailer checkout.
Retailer availability can change and not every brand is available through Housing Perks. If a retailer is not listed, it may not currently be supported or available for your organisation. You can suggest a retailer to support, but Housing Perks cannot guarantee that every brand will be added.
How vouchers work, where they can be used and what happens to remaining balances.
In many cases, yes. A voucher is usually used as a payment method, so you may still be able to use retailer loyalty cards, reward points, cashback or promotions. However, this depends on the retailer's own terms and conditions, so always check the voucher details and retailer rules before you buy.
You do not lose the remaining balance. For example, if you have a £20 voucher and spend £18, the remaining £2 should stay on the voucher until it is used or expires. Most retailer vouchers can be used more than once until the balance is empty, but you should always check the retailer's terms and the expiry date.
Vouchers appear in the app wallet within a few seconds. If payment has been taken but your voucher is not showing, wait a short time, refresh the app and check your wallet again. If it still does not appear, contact support with your mobile phone number, retailer name, amount and purchase date so the team can check the order.
There is no general Housing Perks limit on how many vouchers you can buy. However, individual retailers, payment providers or security checks may apply limits or restrictions. If a purchase is declined or blocked, contact support with the retailer, amount and any error message.
Yes. A voucher can be printed, saved, or shared to another device. A friend, family member or support worker may be able to help download the app, buy the voucher and print it for you. The voucher can then be used repeatedly until the balance is empty, subject to the retailer's terms. If you cannot access the app or internet, contact your social landlord for help.
Expiry dates vary by retailer. Many vouchers last a long time, typically years, but some may expire sooner. Always check the expiry date and terms shown on the voucher before you buy and before you use it. Once a voucher expires, it may not be possible to recover the balance.
Many retailer vouchers update the balance after each use. The balance may be visible in your Housing Perks wallet, on the receipt of your last transaction, on the voucher itself, or through the retailer's balance-checking page. If you cannot confirm the balance, contact the retailer and they can check.
Some retailers apply minimum spend rules, card limits or restrictions on how vouchers can be used. If you cannot spend a remaining balance, check the retailer's voucher terms and redemption instructions.
This depends on the retailer. Some vouchers work both online and in store, while others are limited to one channel. Check the voucher details before you buy and follow the retailer's instructions at checkout. If you are unsure, contact support before purchasing.
Not always. Some retailers restrict voucher use for marketplace, third-party or verified-seller items even when those items appear on the retailer's website. Check the retailer's terms before buying a voucher for a specific purchase. If you bought a voucher and cannot use it because of a retailer restriction, contact support as soon as possible, but cancellation is not guaranteed.
What to do when a voucher is missing, will not scan, fails at checkout or was bought by mistake.
First check the retailer's redemption instructions and make sure you are using the voucher in the right place. Some retailers require you to choose "voucher" or "gift card" at checkout, and some vouchers can only be used in store or only online. If the voucher still does not work, contact support with your mobile phone number, retailer, voucher value, error message and screenshots if possible. Support can help check whether the issue is with the voucher, the retailer checkout or your account.
Turn your phone brightness up, make sure the full barcode or QR code is visible, and check that your screen is clean and not cracked. If it still will not scan, ask the retailer if they can manually enter the voucher number. You can also print the voucher or open it on another device. If the retailer still cannot accept it, contact support with details of the retailer and voucher.
If payment has been taken but the voucher is not showing in your wallet, refresh the app and check again after a short wait. If it still does not appear, contact support with your mobile phone number, the retailer name, the amount, and the date and time of purchase. Support can check the order and help restore access where possible.
Yes. If a claim link or voucher will not open, try again using a reliable internet connection and the latest version of your browser or app. If it still does not work, contact support with your mobile phone number, the voucher retailer, the value, and a screenshot of any error message.
Vouchers are issued by the retailer, and each retailer may have its own redemption process. At checkout, choose "voucher" or "egift card" as the payment method and enter the voucher details where requested. For retailer-specific instructions, check the retailer's website or search for how to redeem that retailer's voucher. If the retailer says there is a problem with the voucher itself, contact Housing Perks support with the details.
First check whether the voucher was applied correctly at checkout. Some retailers require you to enter the voucher in a specific voucher field before paying any remaining balance by card. If you believe the voucher was accepted but your bank card was still charged for the full amount, keep screenshots or receipts and contact the retailer first, as they control their own checkout. You can also contact Housing Perks support with the retailer, order value, voucher value and evidence so the team can advise.
Contact support as soon as possible with your mobile phone number, retailer, amount, purchase date and a screenshot of the duplicate or failed payment. The team will review what happened. Cancellations depend on the retailer, payment status and whether the voucher has already been issued or used.
Please contact support straight away with your mobile phone number, the retailer, the amount and the retailer you intended to choose. Once a voucher has been issued, it may not always be possible to cancel or swap it, especially if it has been viewed, claimed or used. In some exceptional cases, the retailer may approve a cancellation, but this is not guaranteed. See our terms and conditions for more information.
Usually no. Vouchers are issued for a specific retailer and normally cannot be switched to another retailer once issued. If you are unsure where you want to shop, check the available options carefully before buying, or contact support before purchasing.
The saving is usually applied when you buy a discounted voucher through Housing Perks, rather than as a discount at the retailer checkout. Housing Perks regularly runs promotions and it is important to check whether that promotion is no longer available as that may be the cause. If you think a saving has not been applied correctly, contact support with your mobile phone number, the retailer, amount and purchase date.
Help with references, manual verification, one-time passcodes and rent contribution settings.
First check that you have selected the correct social landlord or organisation and entered the reference exactly as it appears on your letter, email or rent statement. Some social landlords use more than one type of reference, so your tenancy reference, payment reference and rent account reference may be different. If it still does not work, contact Housing Perks support and include your mobile phone number, social landlord name and a screenshot or copy of a recent social landlord document showing the reference.
Your reference is usually shown on letters, statements, emails or documents from your social landlord. It may be called a tenancy reference, rent account number, payment reference or housing reference. If you cannot find it, your social landlord should be able to confirm the correct reference for you. If you have received a voucher or payment card email, you may be able to use the claim link in that email without entering a tenancy reference.
New tenancy details may not be available in Housing Perks straight away. Your social landlord may need to send or refresh its tenancy data before your reference can be verified. If you have recently moved in and your reference is not accepted, contact support with your social landlord name, move-in date if relevant, and a recent document showing your tenancy or payment reference.
Use the reference requested by your social landlord for Housing Perks. In many cases this is your tenancy reference or payment reference, but some social landlords use a rent account number instead. If you have more than one reference and are unsure which to use, contact support with the references you have and the name of your social landlord so the team can confirm the right one.
Select the social landlord, housing association or council that gave you access to Housing Perks. If your reference is valid but sign-up still fails, the wrong organisation may have been selected. Try signing up again and choose the organisation named in your Housing Perks invitation, social landlord email, tenancy letter or staff communications.
Yes. If automatic verification does not work, support may ask you to send a screenshot or copy of a recent letter, statement or document from your social landlord showing your tenancy or payment reference. Please also include the name of your social landlord. This helps the team review your details manually.
If your social landlord has enabled rent contributions, you will be able to opt in through the Housing Perks app. If the option is not visible, your social landlord may not have enabled this feature yet. Contact support or your social landlord to check whether rent contributions are available for your account.
Check that your phone number or email address is entered correctly, then wait a few minutes and try again. Also check spam, junk or blocked-message settings. If the code still does not arrive, contact support with your name, phone number or email address, social landlord or employer, and any mobile phone number shown in the app.
Questions about decorating cards, virtual Visa cards and card balances.
If you received an email with a claim link, you may be able to claim the payment card directly from that link without registering for the app or entering a reference number. Open the email and select the claim link to access the card details. If the link does not work, contact support.
A virtual Visa payment card is normally intended for online or over-the-phone purchases with retailers that accept Visa card payments. It may not work in a physical shop unless the retailer can manually enter card details at checkout. We recommend using virtual cards online unless your retailer confirms they can accept manual card entry in store.
Open the app or the original voucher link and check the wallet or card details screen. If you cannot see the balance, contact support with your mobile phone number and the phone number or email address linked to your Housing Perks account so the team can locate it.