This article addresses how to investigate incorrect tenant arrears balances.
1. Tenant arrears
A property's tenant arrears figure can be viewed on Lettings properties > Property balances under the Tenant arrears column.
If the Tenant arrears column shows £0, the tenant is up-to-date with their payments.
If the Tenant arrears column shows a negative amount, this is the amount of money overpaid by the tenant. This may appear due to the tenant paying early or paying the incorrect amount of rent.
If the Tenant arrears column shows a positive amount, this is the amount the tenant owes. This is affected by the rent transactions imported into the system versus the rent due. So, arrears balances will show against properties where the rent payment is one day late or greater.
2. Ledger date range
Incorrect arrears balances may be caused when the date range on the ledger is set to default to a period that does not include all rent paid by the tenant. If rent was received or assigned to a rent period before the start of the date range, it will not reflect on the arrears balance on the ledger.
If the date range is set incorrectly, the arrears balance on the property balances page may differ from that on the tenant's ledger:
The property balances page will show an arrears figure comprising every rent line assigned to the property and the due dates shown on the ledger.
The tenant's ledger will show an arrears figure comprising every rent line and due date within the date range set on the ledger.
To change the date range on the tenant ledger:
Go to Lettings properties > Property balances and locate the property
Click the balance against this property in the Tenant arrears column to access the tenant ledger
Select Change date range on the top left, and amend the start date to default to a date that includes all payments.
3. Rent due dates
Incorrect arrears balances may be caused when the Rent due dates are set up incorrectly. These may also be referred to as rent invoices or rent periods.
To view the rent due dates:
Go to Lettings properties > Property balances and locate the property
Click the balance against this property in the Tenant arrears column to access the tenant ledger
The due dates can be reviewed from the tenant ledger to ensure that the amounts are correct, everything is set for the correct date, and no due dates are missing.
To amend, remove or add due dates, please follow the steps here.
4. Incorrectly assigned rent
If a balance has been incorrectly assigned to rent but not yet paid out, users can reassign the rent by locating the bank line, clicking the pencil icon and amending the category and subcategory.
Please click here for further information.
If a balance has been incorrectly assigned to rent and paid to the landlord, users must follow these steps to recoup it.