The first response should establish the facts and a next step. It should not threaten an eviction process before the account or reason for non-payment has been checked.
Check before sending a reminder
- Confirm the contractual due date and any agreement to change it. Look for payments with an unfamiliar reference or money received by an agent.
- Check bank processing and whether a benefit payment covers a different period. Do not demand the same rent from both the tenant and a direct-payment source.
- Separate a genuinely unpaid amount from a disputed rent increase or correction awaiting allocation.
Make the first message specific
- State the payment expected, due date and amount currently showing unpaid. Ask the tenant to send the payment reference if they have already paid.
- Invite them to explain a difficulty and offer a private way to speak. Avoid mentioning the debt to neighbours, employers or unrelated relatives.
- Agree a response or payment date suited to the circumstances. Record it as an agreed follow-up, not a legal ultimatum.
Decide the next step from the response
- If payment arrives, reconcile it and confirm the remaining balance. If it was an error, correct the record and acknowledge that.
- If the problem will continue, move to a payment-plan discussion and independent advice rather than repeating the same reminder.
- If there is no response, use proportionate further contact and the country-specific arrears guide. Keep repairs and safety duties running.
Use a factual first message
Adapt this wording after checking the account: “Our records show that the rent due on [date] has not yet reached us. The unpaid amount shown is [amount]. Please let us know if you have paid, using the payment date and reference, or if there is a problem we should discuss. I have attached the rent statement and will check the position again on [date].”
- Remove statements you cannot substantiate and send only to the correct tenant or authorised contact. Do not include another household's statement.
- Use the response to correct a payment error or arrange a conversation about affordability. Record the agreed next step without treating the first message as a statutory notice.
- If there is an active debt respite or adviser contact restriction, follow that process before sending a collection message.
Example: a useful first message
Suggested wording: “Our record shows £800 due on 1 November and no matching payment yet. If you have paid, please send the date and reference so I can check. If there is a problem making the payment, please contact me so we can discuss the next step.” Replace the figures with verified information.
What to do
- Reconcile the expected payment with actual receipts.
- Send a factual reminder and invite correction.
- Record the promised payment or next contact date.
Evidence to keep
- Due date, rent amount, receipts and any agreed credit.
- Reminder, tenant response and follow-up record.
Sources and guidance
- Universal Credit: rented housing guide for landlordsDepartment for Work and Pensions · checked 20 October 2026
- What a private landlord must do about rent arrearsScottish Government · checked 20 October 2026
- Standard occupation contracts: guidance on the termsWelsh Government · checked 20 October 2026
- Giving notice to evict tenants in EnglandUK Government · checked 20 October 2026