Rent Arrears Evidence: What to Record and When

A rent-arrears file should be a chronology, not a collection of increasingly frustrated messages. It needs to show what was due, what was received, what was agreed and what happened next.

When a payment first appears missing

1. Confirm the due date, amount and payment reference.
2. Check the bank or payment source for delays or unmatched receipts.
3. Record the shortfall against the correct rent period.
4. Contact the tenant calmly through the agreed channel.
5. Record delivery, reply and any explanation.

The evidence to keep

• The signed tenancy terms and current rent amount.
• A period-by-period schedule of expected rent.
• Receipts, dates, references and allocations.
• Credits, reversals, adjustments and opening balances.
• Messages and attempted contact.
• Any affordability discussion or support signposting.
• Payment-plan terms, approvals and outcomes.
• Notices or professional advice, if the matter escalates.

Use a chronological case note

Each entry should contain the date, author, event, amount affected, evidence and next action. Separate facts from interpretation. “No payment matched by 10:00” is more useful than “tenant ignored rent again”.

When the remaining £250 arrives, record a new receipt against the same period instead of rewriting the first payment or creating another charge. Keep the due amount, actual receipts and unresolved balance separately understandable. A message saying “paid” still needs reconciliation with the payment source.

Keep repairs separate—but visible

A tenant may raise a repair during an arrears conversation. The repair must be logged and handled as its own case, while the arrears timeline links to it. Do not let a money dispute obscure a safety issue, and do not erase the payment record because another issue exists.

Payment arrangements need explicit terms

Record the amount, dates, duration, treatment of ongoing rent, review point and what happens if circumstances change. Note who approved the arrangement and preserve subsequent receipts against it.

Before any formal step

Reconcile the complete ledger, verify the current legal process and take appropriate professional advice. Housing law and forms can change. A system can prepare records and approvals, but it should not decide to begin possession action automatically.

How Tendmere handles arrears

Tendmere keeps expected and recorded rent visible with the tenancy, links communications to the relevant context and can surface a response-required item. Guardian may recommend a next review step, but messages, payment decisions and legal actions remain subject to human approval.

Pair this guide with the heating repair timeline and the rent-tracking workspace.

This is record-keeping guidance, not debt, legal or possession advice. Check the current rules in the relevant UK nation and obtain professional advice before formal action.