We are pleased to inform you that Call Masking will be implemented from Friday the of 15th August. This service has been introduced in partnership with AllPay to enhance the privacy and security of telephone-based payment transactions.

Call Masking ensures that sensitive information is protected during calls, providing an additional layer of security for both staff and service users.

Why is Call Masking being introduced?

The use of call masking is an industry best practice guideline to comply with the Payment Card Industry Data Security Standard (PCI DSS) which is concerned with securing cardholder data from being mis-used. Call masking is a simple step that makes a huge difference in keeping data secure, staying compliant, and protecting you as tenants of Osprey Housing.

 How does it work?

When making a payment over the phone, instead of reading out your details you will be asked to input them through the keypad on your phone. The call masking system automatically blocks or redacts sensitive information even from the agent on the end of the phone, such as the 16-digit card number or CVV. Even if our calls were intercepted and recorded, your card details would not be visible. Once activated this
service cannot be bypassed ensuring all payments are processed in the most secure way possible.

Do I have to use call masking?

If you are making a payment over the phone, yes you will have to use call masking.

Can I pay a different way?

If you do not wish to use Call Masking there are several alternative payment methods, these can all be found at https://www.ospreyhousing.org.uk/your-tenancy/pay-your-rent

If you require more information on this, please contact your housing officer or our customer services team on 01224 548000.