Arrears

Open and read the arrears report

1

Open the report

From the left sidebar, open the Tenancies menu and click Arrears Report. This article covers Keyhook's current arrears report; if your agency hasn't been switched to it yet, your report may look different.

2

Choose how arrears are counted

At the top, switch between the By Period and By Day tabs. They count days overdue differently. See the note below.

3

Read a row

Each row shows the days overdue, the amount owing and how many notices have been sent. Click the Notices count to open that tenancy's notice history.

4

Open a tenancy

Click a property address to slide open the tenancy's overview, where you can see its rent ledger and details.

Note: By Period counts days overdue from the rent period's due date (the RTA convention); By Day counts from the day after the rent-paid-through date (the Tenancy Tribunal convention). The same tenancy can show a different number of days overdue under each, so pick the view that matches how you'll act on it.

Search and filter the list

1

Search for a tenancy

Use the search box to find a tenancy by property address or tenant name.

2

Narrow the list

Click Filters and set any of Priority, Suburb, City and a Min / Max arrears range.

3

Include debtors or noticed tenancies

In the same panel, turn on Show debtors to include tenants carrying debt from a past tenancy, or Notice sent to show only those already noticed.

4

Hide the barely-overdue (By Day only)

On the By Day tab, set Min days over to drop anyone only a few days behind.

Add a note to a tenancy

1

Open the note

On the tenancy's row, click the speech-bubble Add note icon on the right. (This icon only shows while a tenancy has no note yet.)

2

Write it

Type your note (for example a payment arrangement the tenant has agreed to) in the Add arrears note popover that opens.

3

Save

Click Save. The note then shows in a footer under the tenancy's row; use Edit or Remove there to change or clear it later.

Send an arrears notice

1

Start the notice

On the tenancy's row, click Send Notice.

2

Choose the notice type

Pick the notice that fits the situation, Friendly Reminder, 14 Days Notice, Overdue Rent Notice, Second Overdue Rent Notice or Tribunal Notice. Keyhook loads the matching template.

3

Review the notice

Check the Subject and Body and edit them if needed. Yellow placeholders mark details that fill in automatically.

4

Confirm your signature

Make sure your Signature appears at the foot of the notice.

5

Send

Click Send, then confirm. The notice is emailed to the tenant and added to the tenancy's notice history. (For notices that end a tenancy, see Ending a Tenancy.)

Note: A signature must be saved to your account before a notice can send. These are formal RTA communications to the tenant. Send the notice type that matches how overdue the rent is, and escalate in order rather than jumping straight to a Tribunal notice.

Send notices in bulk

1

Select the tenancies

Tick the checkbox on each tenancy you want to notice.

2

Open the bulk send

Click Send arrears notices (it shows the number selected) at the top right of the table.

3

Choose the type and send

Select the notice type, click Send Selected Notice, then confirm. The notices are queued and may take a few minutes to go out.

Note: Every selected tenancy gets the same notice type. Send tenancies at different stages of arrears in separate batches.

Set your agency's default arrears view

1

Open Trust Accounting Settings

In the sidebar, open Agency, then on the agency page click the Trust Accounting Settings card. (This card is only available to Principal users.)

2

Find the setting

In the Accounting settings card, find Default arrears view.

3

Choose the view

Pick Due date or Rent paid through. This sets which view the report opens on across your agency.

4

Save

Click Save.

Note: This only sets the starting view. Anyone can still switch between By Period and By Day on the report itself.

Why does the same tenancy show a different number of days overdue in each view?

Because the two views count from different dates. By Period (Due date) counts from the rent period's due date; By Day (Rent paid through) counts from the day after the rent-paid-through date. Use whichever convention you rely on when you act.

Which arrears notice should I send?

They escalate: a Friendly Reminder first, then a 14 Days Notice (14-day notice to remedy rent arrears), an Overdue Rent Notice and Second Overdue Rent Notice, and finally a Tribunal Notice. Send the one that matches how overdue the rent is.

Do I need a signature to send a notice?

Yes. A signature must be saved to your account first, or the notice can't send. It's placed at the foot of the notice under your name.

Can I notice several tenancies at once?

Yes. Tick the tenancies you want, click Send arrears notices, choose one notice type and confirm. They're queued and may take a few minutes. All selected tenancies receive the same notice type.

What does the Debtor badge mean, and why are some tenancies hidden?

A Debtor is a tenant carrying outstanding debt from a previous tenancy. Debtors are hidden by default. Turn on Show debtors in the Filters panel to include them.

Arrears

Frequently asked questions