A customer recently told us about a frustrating experience when paying a bill online. They copied their account reference number from their PDF bill into our payment page — something many of us do. But instead of working, the form returned an error.
The reason? The reference number on the bill includes spaces by design, for readability. Great for humans, but not for the form, which rejected it.
We knew this was a barrier, so our digital team acted fast. They found the issue, built a fix, and released it quickly. Now, when you copy-paste your reference number, spaces and all, the system automatically cleans it up behind the scenes. No more errors, no extra steps.
It’s a simple change that makes paying your bill easier and faster. And it started with one customer’s feedback.
This improvement shows what matters most: listening to customers and working together to make every experience smoother.
Have feedback for us or want to share your experience? Join the conversation here on Neighbourhood!
