Performance & feedback · Troubleshooting
Performance & feedback: troubleshooting
Fixes for common problems with the Performance and Feedback panels. For how each figure is worked out, see Performance & feedback; for step-by-step instructions, see Performance & feedback: how-to.
I can’t see the Performance or Feedback panel, or a section is missing
Section titled “I can’t see the Performance or Feedback panel, or a section is missing”Why it happens: each part needs a permission. The Performance panel needs at least one of View rent collection, View tenancies, permission to view tenants, or View tenant feedback, and each section only shows if you have its permission. The Feedback panel needs View tenant feedback.
How to fix it: ask an admin in your organisation to add the permission to your role. See Who can use it for which permission each section needs.
Rent Roll says “No Rent”
Section titled “Rent Roll says “No Rent””Why it happens:
- Rent Collection isn’t switched on for the property (or any of the properties you’ve filtered to), so COHO has no charges to count.
- The tenancies’ rent is managed outside COHO, or no rent schedule has been set up.
- You don’t have View rent collection.
How to fix it:
- On the property page, scroll to Inactive services, click Read more on Rent Collection, and choose Automatic or Manual.
- Set up the rent schedule for each tenancy. See Rent Schedules & Rent Collection.
- Reopen the Performance panel.
The Rent Roll is lower or higher than I expect
Section titled “The Rent Roll is lower or higher than I expect”Why it happens: the Rent Roll is the total of charges due in that calendar month, not your contracted rents or what was paid. It’s lower when:
- some tenancies have no rent schedule, or their schedule doesn’t reach this month yet;
- some properties don’t use Rent Collection;
- a tenant pays weekly or four-weekly, so the number of charges in the month varies;
- rent was due on the 31st of one month and the 1st of the next, which shifts it between months.
It’s higher when Other (Non-Rent) charges, such as bills or fees, were due that month, or when charges include VAT.
How to fix it: compare with the charges due that month on the Rent Collection panel. Add any missing rent schedules. If the figure includes charges you didn’t expect, check the tenancy’s rent schedule.
The Rent Roll percentage is over 100%, or the target looks wrong
Section titled “The Rent Roll percentage is over 100%, or the target looks wrong”Why it happens: the target is the total of each room’s target rent (or the room’s own rent if it has no target), for every active room in your selection, let or empty. It isn’t adjusted for tenancy dates, voids or mid-month changes, and it’s the same for both months. The percentage goes over 100% when the rent due is more than the rooms’ targets, for example when tenancies pay more than the room’s target, or other charges were due.
How to fix it: check each room’s target rent in Rent Review, and update it with a room rent review if it’s out of date. See Rent Review.
Rent Paid on Time is lower than I expect
Section titled “Rent Paid on Time is lower than I expect”Why it happens:
- It compares the date each charge was paid in full with its due date, and ignores the grace period. A payment that arrived within the grace period but after the due date counts as late.
- A payment was logged with the date it was recorded rather than the date it arrived.
- Unpaid and part-paid charges that are past their due date count as not on time. Bad debt counts too.
- It counts Other (Non-Rent) charges as well as rent.
How to fix it: if a payment was really on time, open the charge on the Rent Collection panel and use Override Paid Late, or correct the payment date. For future payments, tick Override ‘Paid Late’ status to show as paid on time when logging, or use Mark £X paid on time. Reopen the Performance panel.
Rent Days Late doesn’t match the late payments I can see
Section titled “Rent Days Late doesn’t match the late payments I can see”Why it happens: it’s the average across every charge due in the period. On-time charges count as 0 days, which brings the average down. Unpaid overdue charges add the days they’ve been overdue so far, which pushes it up every day until they’re paid.
How to fix it: nothing is wrong. To find the late charges themselves, use the Rent Collection or Credit Control panels.
Rent Paid on Time or Rent Days Late says “No Rent Due”
Section titled “Rent Paid on Time or Rent Days Late says “No Rent Due””Why it happens: no charges fell due in that period (for this month, none due before today), or Rent Collection isn’t switched on.
How to fix it: if rent should have been due, check the rent schedules and that Rent Collection is on, as for “No Rent” above.
Occupancy is lower than I expect
Section titled “Occupancy is lower than I expect”Why it happens:
- A room has no tenancy in COHO for part of the period, for example a tenancy that was never added, or a gap between move-out and the next move-in.
- A tenancy is still being onboarded. Prospective tenancies don’t count until the contract is confirmed.
- A room marked unavailable, for example for refurbishment, still counts as empty.
- A past tenancy has the wrong move-out date.
How to fix it: check the tenancies on each room, add any missing ones, and correct move-in and move-out dates. To leave a room out of the figures entirely, deactivate it.
Days To Fill Voids doesn’t look like days between tenancies
Section titled “Days To Fill Voids doesn’t look like days between tenancies”Why it happens: it’s the average number of days each room or unit stood empty in the period: total empty days ÷ number of rooms or units. It isn’t the time from one tenancy ending to the next starting.
How to fix it: nothing is wrong. A lower figure still means rooms stood empty for less time.
Average Tenancy Duration seems too high or too low
Section titled “Average Tenancy Duration seems too high or too low”Why it happens: it averages ended tenancies that overlapped the period, from move-in to move-out, and current tenancies from move-in to today. Long-running current tenancies push it up. Tenancies with a missing or wrong move-out date, or that were never marked as ended, distort it.
How to fix it: check the move-in and move-out dates of your tenancies. See Tenancies.
The figures look different in the report or CSV
Section titled “The figures look different in the report or CSV”Why it happens: View Report and Export (CSV) use the property filter but not the owner filter. If you chose an owner, the report and file cover all your properties (or the properties in the property filter).
How to fix it: set the owner back to All owners, choose that owner’s properties with All properties, then open the report or export again.
The Performance panel doesn’t show profit, expenses or income
Section titled “The Performance panel doesn’t show profit, expenses or income”Why it happens: the Performance panel covers rent, occupancy and tenant measures only. It doesn’t include expenses or profit, and it has no date range or saved reports.
How to fix it: use the Finances panel for income, expenses and owner statements.
Tenant Satisfaction shows a dash or very few ratings
Section titled “Tenant Satisfaction shows a dash or very few ratings”Why it happens:
- Only ratings tenants actually choose are counted. A tenant who hasn’t tapped a face that month isn’t counted, and isn’t treated as “OK”.
- Only tenants with a COHO account and an active tenancy can rate.
- COHO doesn’t reliably remind tenants to rate.
How to fix it: encourage tenants to log in and use the Tenancy Vibe Check on their home page each month. See Help tenants give feedback.
The Feedback panel only shows a few months
Section titled “The Feedback panel only shows a few months”Why it happens: the Tenant Satisfaction cards cover roughly the last six months, and only months with at least one Overall rating get a card.
How to fix it: for earlier months, click Monthly summaries (CSV), which covers all time. On the Performance panel, Last year gives a 12-month average.
A tenant’s review isn’t in the satisfaction score
Section titled “A tenant’s review isn’t in the satisfaction score”Why it happens: star reviews (Tenant Feedback) and monthly ratings (Tenant Satisfaction) are separate. Reviews aren’t included in the score.
How to fix it: nothing is wrong. Read reviews under Tenant Feedback, or export them with Reviews (CSV).
A tenant can’t find where to rate or review
Section titled “A tenant can’t find where to rate or review”Why it happens: the monthly Tenancy Vibe Check only shows on the home page while the tenancy is active. The star review is on the tenant’s room page, beside your organisation’s name, for active and past tenancies.
How to fix it: ask them to log in to My COHO and look in those places. If they have no account, invite them from their tenancy.
I want to reply to a review
Section titled “I want to reply to a review”Why it happens: the Feedback panel is read-only; there’s no reply option.
How to fix it: message the tenant from their tenancy.
I want to give COHO feedback about the app
Section titled “I want to give COHO feedback about the app”Why it happens: the Feedback panel is for your tenants’ feedback about you, not yours about COHO.
How to fix it: use the feedback button (the smiley face) at the top of the screen, or contact support.
Error messages
Section titled “Error messages”| Message | What it means | What to do |
|---|---|---|
| “You do not have permission to view tenant feedback for this organisation” | You tried to open or export feedback without View tenant feedback | Ask an admin to add the permission to your role |
| “You have no tenant satisfaction scores yet.” | No tenant has given a monthly rating in the last six months | Encourage tenants to use the Tenancy Vibe Check |
| “You have no tenant feedback yet.” | No tenant has left a star review | Encourage tenants to review you from their room page |
| “There is no feedback” | No ratings match your filters for that month | Change All Types, All Scores or All properties |
| No Rent / No Rent Due / No Voids / - | Nothing to measure for that card | See the entries above |