Performance & feedback: how-to

Step-by-step instructions for the Performance and Feedback panels. For what each figure means and how it’s worked out, see Performance & feedback; for problems, see Performance & feedback: troubleshooting.

Find your task

If you’re here because…	Go to
You want a quick health check of the whole portfolio	Check your portfolio’s performance
An owner wants figures for just their properties	Filter performance by property or owner
You need to send the figures to someone	Open a report or export the figures
You want to know how one property is doing, or did last year	Check one property’s performance
A figure doesn’t match your records	Check a figure against your records
You want to know how happy tenants are	See tenant satisfaction
You want to read tenant reviews or find testimonials	Read tenant reviews and testimonials
You want more tenants to rate their tenancy	Help tenants give feedback
You want feedback in a spreadsheet	Export feedback

Check your portfolio’s performance

Do this when you want a quick view of how the whole portfolio is doing, for example at the start of each month.

Before you start: you need at least one of View rent collection, View tenancies, permission to view tenants, or View tenant feedback. Each section needs its own permission.

1. From your dashboard, click Menu > Performance.
2. Wait for the figures to load. The line at the top says how many units and properties they cover.
3. Read each section from left to right: this month to date, last month, then Last 90 days and Last year.
4. Click the (i) button beside a heading to see how it’s worked out and what the colours mean.

What happens next: nothing changes in COHO. The figures are worked out live, so open the panel again later to see new payments or tenancies.

Tip

A red card is a prompt to look closer. For rent, go to the Rent Collection panel; for voids, go to Occupancy or Availabilities.

Filter performance by property or owner

Do this when you want figures for some of your properties, such as one owner’s portfolio or one building.

1. Open Menu > Performance.
2. To choose properties or buildings, click All properties and tick the ones you want.
3. Or, to choose an owner, click All owners and pick the owner.
4. The figures reload for your choice.

What happens next: the “Showing performance of…” line updates. If you’ve chosen an owner, the property filter is ignored until you set the owner back to All owners.

Caution

View Report and Export (CSV) use the property filter, not the owner filter. For one owner’s figures in a report or export, choose their properties with All properties instead.

Open a report or export the figures

Do this when you want to share or keep the figures.

1. Open Menu > Performance and set any property filter (see above).
2. Scroll to the bottom of the panel.
3. Click View Report to open the figures as a page in a new tab, which you can print or save as a PDF from your browser.
4. Or click Export (CSV) to download the figures as a spreadsheet.

What happens next: the report or file covers the properties you filtered to, as at today. The CSV has one row, with each figure in its own column, including the occupied and available days behind the occupancy figures.

Check one property’s performance

Do this when you’re looking at a single property, for example before talking to its owner.

1. Open the property page and open its Performance panel.
2. Read the figures. They’re worked out from today.
3. To see an earlier point in time, click the pencil beside Starting from, choose a date, and click Submit.

What happens next: every section is worked out again as if it were that date. “This month” becomes the month you chose. Click the cross to close the date picker without changing it.

Note

The property panel has no Today occupancy, no Tenant Satisfaction, and no report or export. Use the organisation panel, filtered to the property, for those.

Check a figure against your records

Do this when a figure doesn’t match what you expect, for example when reconciling Rent Paid on Time with your bank.

1. Note the period of the card you’re checking, for example September.
2. Open How each figure is worked out and check what’s counted.
3. For rent figures, open the Rent Collection panel for the same properties and list the charges due in that period. Remember:
   • Rent Roll is what was due (rent and other charges, with VAT), not what was paid.
   • Rent Paid on Time compares the date each charge was paid in full with its due date, ignores the grace period, and leaves out charges due today or later.
   • Rent Days Late averages across every charge, so on-time charges count as 0 and unpaid overdue charges add their days so far.
4. For occupancy, voids and tenancy length, check move-in and move-out dates on the rooms’ tenancies, and look for rooms added to COHO part-way through the period.
5. If a payment was on time but shows late, open the charge and use Override Paid Late. See Rent Schedules & Rent Collection.

What happens next: reopen the Performance panel to see the corrected figure.

See tenant satisfaction

Do this when you want to know how tenants feel about their tenancies.

Before you start: you need View tenant feedback.

1. From your dashboard, click Menu > Feedback.
2. Under Tenant Satisfaction, read the monthly cards. Each shows the month’s average Overall rating (1 to 5) and a face.
3. Click a month to see “Feedbacks for [month]”.
4. Use the filters to narrow the list: All Types (Overall, Tidiness, Housemates, Service), All Scores, or All properties.
5. Click a column heading to sort.

What happens next: nothing is sent to the tenant. To follow up a low score, message the tenant from their tenancy.

Tip

For a month-by-month trend on the Performance panel, look at Tenant Satisfaction there: it shows this month, last month, the last 90 days and the last year, and follows the property filter.

Read tenant reviews and testimonials

Do this when you want to see what tenants have said about you, or find a testimonial to use.

1. Open Menu > Feedback and scroll to Tenant Feedback.
2. Click Date, Tenant, Property or Rating to sort.
3. Click View on a review to read its comment. 5-star reviews with a comment are headed Tenant Testimonial.
4. Click the property name to open the tenancy.

What happens next: nothing is sent to the tenant. COHO doesn’t publish reviews; if you want to quote a testimonial publicly, ask the tenant first.

Help tenants give feedback

Do this when you want more tenants to rate their tenancy or review you.

1. Tell tenants to log in to My COHO.
2. For the monthly rating, they tap a face on the Tenancy Vibe Check at the top of their home page. In a multi-let, they can then rate House Tidiness, House Vibe and Our Service.
3. For a review, they open their room page and choose stars beside your organisation’s name, then add a comment if they like.

What happens next: ratings appear in the Feedback panel straight away and count towards this month’s satisfaction score.

Note

Only tenants with a COHO account and an active tenancy see the Vibe Check. Tenants who never log in can’t rate.

Export feedback

Do this when you want feedback in a spreadsheet, for example for a quarterly report.

1. Open Menu > Feedback and scroll to the bottom.
2. Click the export you want:
   • Monthly summaries (CSV): each month’s average score and count, for each rating type.
   • Raw feedback (CSV): every monthly rating, with tenancy, property and room.
   • Reviews (CSV): every star review and its comment.

What happens next: the file downloads. Exports cover all time and your whole organisation; filter them in your spreadsheet.