Supporting Families Faster with PayPoint OpenPay (PayIn) Vouchers

Vouchers PayPoint OpenPay

London Borough of Hammersmith & Fulham


The London Borough of Hammersmith & Fulham partnered with PayPoint to enhance the delivery of emergency financial support for children and families in need. By adopting PayPoint OpenPay, the council has streamlined the distribution of urgent funds, ensuring faster, more flexible, and more accessible support for vulnerable residents.

 

The Challenge

Children’s Services teams often need to provide same-day emergency payments to families facing immediate financial hardship. Traditional methods, such as cash-out vouchers, can limit flexibility (especially for those with mobility requirements) and may not always align with how people prefer to receive and manage money today.

The council required a solution that would:

  • Deliver funds quickly in urgent situations
  • Offer flexible ways for recipients to access their money
  • Reflect the growing shift toward cashless payments
  • Maintain inclusivity for those who still rely on cash

 

The Solution

PayPoint OpenPay, and PayIn vouchers, were introduced to support same-day emergency payments. These vouchers allow recipients to access funds either via bank transfer or by cashing out at any one of the many PayPoint stores in the Hammersmith and Fulham area, giving them choice and control over how they receive support.

 

Implementation

Over the past 24 months, PayPoint OpenPay vouchers have been fully embedded within the council’s Children’s Services. The rollout has been smooth, with the service operating effectively and without concerns or queries.

Key adoption highlights include:

  • 4 out of 5 service users received a PayPoint OpenPay (PayIn) voucher
  • 1 in 5 continued to receive a traditional cash-out voucher

This blended approach ensures that all service users are supported, regardless of their financial preferences or access to banking.

The Results & Impact

Faster access to emergency funds

PayPoint OpenPay vouchers have enabled the council to deliver financial support more quickly, ensuring families receive help when they need it most.

Greater flexibility and choice

Among those receiving PayPoint OpenPay vouchers:

  • 2 out of 3 chose to redeem their voucher via bank transfer
  • 1 in 3 opted to cash out in-store

This demonstrates the value of offering choices tailored to residents’ individual circumstances.

Supporting a cashless transition

As society increasingly shifts toward digital and contactless payments, PayPoint OpenPay vouchers help service users adapt, while still preserving access to cash where needed.

Fully adopted and trusted

The solution is now fully adopted across the London Borough of Hammersmith & Fulham’s Children’s Services, with strong performance and no operational concerns reported.

PayPoint OpenPay, as a solution, has made a real difference to how we support vulnerable children and families in our borough. Being able to provide emergency funds on the same day, with the flexibility for residents to receive money in a way that works best for them, has been invaluable. It allows us to respond quickly to urgent needs while giving families greater dignity and choice during difficult times.
Team Manager, Children’s Services, London Borough of Hammersmith & Fulham

Conclusion

The adoption of this service has transformed how the London Borough of Hammersmith & Fulham delivers emergency financial support. By combining speed, flexibility, and user choice, the partnership ensures that vulnerable families can access funds in the way that works best for them. 

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