Tenant follow-up, risk, and communication

Review contact details, linked leases, payment history, overdue balances, maintenance requests, and operational notes. Do not rely only on the latest conversation.

If the tenant is linked to more than one lease or unit, confirm you are reviewing the correct record before contacting them.

Any risk score or delay alert should be treated as an operational signal, not a final judgment about the tenant. Review context: is the delay repeated, is there a partial payment, or is there a maintenance issue affecting the case?

Start with a polite reminder before the due date, then a clear reminder after delay, then internal escalation if there is no response. Record every step so the team does not repeat the same message or lose context.

Automated risk classification, automated messages, or escalation recommendations should be treated as In Progress or Needs Product Review if they are not clearly visible in the tenant dashboard or Collections Center.

Review contact details, lease, unit, payment history, overdue balances, and maintenance requests before communication or escalation.

If the tenant appears in more than one lease, confirm the intended lease so a payment or note is not recorded against the wrong record.

Turn the article into a small dashboard action: open the related record, review the data, make the appropriate update, then document the outcome so the rest of the team can see it.

If the action involves a financial, regulatory, owner, or tenant-impacting decision, ask the responsible role to review it before final approval.

This feature or workflow is partial. Use only the controls visible in the interface and do not assume every option is available for every agency.

If a step described here is not visible in the agency dashboard, treat it as not enabled for your account and check with your admin or Product.