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