Coventry City Council participates in the UK Government’s Household Support Fund (HSF), providing essential financial assistance to vulnerable households across the city. As demand for timely support has increased, the council sought a modern, secure and accessible way to distribute funds without placing additional strain on residents or local services.
Historically, customers sometimes faced challenges in redeeming assistance vouchers, including travelling between shops to find one with sufficient cash available. Coventry City Council wanted a solution that would reduce these barriers, improve customer experience, and streamline internal operations.
The solution
Coventry City Council adopted PayPoint OpenPay vouchers in October 2025, as part of the HSF, to distribute funds quickly, securely, and flexibly. PayPoint OpenPay vouchers empower customers with choice and convenience to cash out in-store, or transfer funds directly into their bank account. The implementation process was smooth and required minimal operational change. From a PayPoint perspective, no issues were reported, and the solution integrated seamlessly with the council’s existing workflows.
The outcome
Since launching PayPoint OpenPay vouchers, Coventry City Council has seen significant improvements in both service delivery and customer satisfaction with:
Our solution has removed major friction points for customers, who now receive funds more reliably, with greater autonomy and less stress; particularly important for households already experiencing hardship.