Introduction of Call Masking for Telephone Payments

Posted on 17th Jul 2026

Call Masking

Oak Tree Housing Association is pleased to announce the introduction of call masking technology for all telephone card payments from Tuesday 4 August 2026.

The new system has been introduced as part of our ongoing commitment to protecting customers' financial information, whilst continuing to provide a safe and secure payment experience.

Call masking is an industry recognised security solution that ensures sensitive payment information is entered securely without being heard by a member of staff. This helps protect customers' card details and supports Oak Tree's compliance with Payment Card Industry Data Security Standard (PCI DSS).

What does this mean for our customers

The payment process will remain almost exactly the same.

The only change you will notice is that, when making a payment over the telephone, you will enter card details using the telephone keypad as opposed to reading them aloud.

Our team will continue to guide customers through the payment process and will remain on the line throughout the call to provide assistance if required. No other part of the payment experience will change.

Why we are making this change?

Protecting personal information remains one of our top priorities. As technology continues to evolve, organisations must continually strengthen the way personal information is protected.

Introducing call masking will help Oak Tree to:

  • Protect customers' payment information
  • Reduce the risk of sensitive card data being exposed
  • Meet recognised PCI DSS security requirements
  • Continue to provide a safe, secure and trusted payment service

We're here to help

We understand that introducing a new payment process may raise questions for some customers. Our staff will continue to provide the same support throughout every telephone payment, ensuring the process remains simple, straightforward, and secure.

If you do have any questions regarding this, you can contact us on 01475 807000 or email info@oaktreeha.org.uk.

Alternatively you can fill out our contact us form, where a member of staff will be of assistance.