Property services: troubleshooting

Fixes for common property services problems. For how services work, see Property services; for step-by-step instructions, see Property services: how-to.

A panel is missing from a property or room

Why it happens:

1. The service is off for this property. It’s listed under Services > Inactive services.
2. The property type doesn’t use it. Short-term lets have no Rent Collection, Tenant Find, Contract, Deposit Management or Right to Rent. HMO Licence starts off on single-lets, blocks and short-term lets.
3. Your role doesn’t include that area, for example Compliance or Rent Collection.
4. It’s a room panel and the room has no tenancy.
5. The property or room is deactivated, or focus mode is on.

How to fix it: open the property, scroll to Services, and check Inactive services. If the service is there, click Read more, choose Manual, accept the terms if asked, and click Save. See Turn a service on. For the other causes, see Why a panel is missing.

A service switched off on all my properties

Why it happens: someone saved the service’s settings with Save for all properties ticked, from a property where the service was Off. That copies Off to every property, so the panels disappear everywhere: for example the Rent Collection panel on every room, or a certificate panel on every property. Your records aren’t deleted.

How to fix it: on any property, set the service to Manual, tick Save for all properties, and save. See Undo Save for all properties. The property’s Audit Log shows when it happened: “mode changed from Manual to Off (saved for all properties)”.

Caution

While a service is off, COHO doesn’t create its reminders. For a certificate, check for anything that expired in the meantime once it’s back on.

The Deposit Management panel is missing, but the service is on

Why it happens: the room’s Deposit Management panel only shows when the tenancy has a deposit. If Tenant money held is None or Rent in advance, there’s no panel.

How to fix it: open the room, click Edit on the tenancy, set Tenant money held to the type of deposit you hold, enter the amount and save. See Deposits.

Rent schedules and rent records have disappeared

Why it happens: Rent Collection is off for the property. The Rent Collection panels are hidden on the property and its rooms, and tenants no longer see their rent. While it’s off, COHO doesn’t add new rent records.

How to fix it: turn Rent Collection back on (Services > Inactive services > Rent Collection > Read more > Manual > Save). Existing rent records show again. Afterwards, check each tenancy’s rent schedule in case rent records are missing for the time it was off. See Rent Schedules & Rent Collection.

I turned Rent Review off but the panels are still there

Why it happens: Rent Review Off only stops the Rent review due Actions and hides the link in the room menu. The Rent Review panels always show to people with Rent Review access.

How to fix it: nothing to fix. With it off you won’t get reminders. See Rent Review.

I turned Tenant Find off but my adverts are still on the portals

Why it happens: turning Tenant Find off removes the property from Find a Home and your website widget, but it doesn’t end adverts on Rightmove, Zoopla or OnTheMarket. It also hides the Availabilities panel where you manage them.

How to fix it: turn Tenant Find back on, end the adverts from the Availabilities panel, then turn it off again. See Property marketing.

I want to hide a panel that isn’t a service

Why it happens: only property services can be switched off per property. Panels such as Actions, Onboarding, Calendar, Credit Control, Finances, Transactions, Property Owners and Communications aren’t services.

How to fix it: to stop someone seeing an area, change their role’s permissions. To hide Viewings, Availabilities and Leads on a property, turn Tenant Find off. To hide Deposit Management, turn that service off.

I can’t find Inventory or Tenant Referencing under Services

Why it happens: neither can be switched as a property service. Tenant Referencing shows as Coming soon; referencing is part of Onboarding. The inventory panels depend on your role’s Inventory permission, not on a service.

How to fix it: for inventories, ask an admin to give your role Inventory access. See Inventories.

I can’t see Rent Review, Rent Collection or Deposit Management under Services

Why it happens: these three cards only show to people with edit permission for Rent Collection.

How to fix it: ask an admin to give your role edit permission for Rent Collection, or ask someone who has it to change the service.

There’s no Configure button, or the form has no Save button

Why it happens: your role can view the service but not change it. Configure only shows if you can change that service, and the form opens read-only.

How to fix it: ask an admin to give your role edit permission for the service’s area. See Who can use it.

I can’t choose Automatic

Why it happens: Automatic is only available for Building Insurance and Mortgage. Elsewhere it’s marked Coming soon.

How to fix it: use Manual. COHO still creates its reminders and panels on Manual.

Save for all properties didn’t change my other properties

Why it happens:

1. Nothing in the form had changed, so nothing was saved or copied.
2. The other properties don’t have this service at all, for example short-term lets and Rent Collection.
3. You ticked Save for all properties in this building, which only changes properties in that building.

How to fix it: change a setting (you can change it back before saving), tick Save for all properties, save and confirm. If a property doesn’t list the service at all under Services, contact COHO support.

A panel says I must accept the terms and conditions

Why it happens: the service is on, but its terms haven’t been accepted for this property. This can happen after the terms are updated, or when a service was turned on without them.

How to fix it: click View or View Terms and Conditions, tick I agree to the terms & conditions and click Save. See Accept a service’s terms.

I have a Configure Action I can’t dismiss

Why it happens: Configure… Actions (for example Configure Rent Review) appear when a service is on but its terms aren’t accepted. They can’t be marked as done by hand.

How to fix it: open the Action, accept the terms and save, or choose Off and save if you don’t want the service. Either clears the Action.

Actions keep appearing for something that doesn’t apply

Why it happens: the service is on for the property, so COHO reminds you when nothing has been added or something is due.

How to fix it: turn the service Off for that property, which also closes its open Actions. For a single Fire Safety or Health & Safety check, switch off Required? for that check instead. See Turn a service off.

Error messages

Message	Why	What to do
“Accept terms is required”	You chose Manual or Automatic without ticking I agree to the terms & conditions	Tick the box and save
“You must accept the terms and conditions before this service can be used”	Property panel: the service is on but its terms aren’t accepted	Click View, accept the terms and save
“You need to accept the terms and conditions before you can use this service”	Room panel: as above	Click View Terms and Conditions, accept and save
“Are you sure you want to save these settings against all properties, overwriting any existing settings?”	You ticked Save for all properties	Confirm only if every property should match this one, including Off
“Are you sure you want to save these settings against all properties in this building, overwriting any existing settings?”	You ticked Save for all properties in this building	Confirm only if the whole building should match
“You do not have permission to change the ‘…’ service for this organisation”	Your role can’t change this service	Ask an admin for edit permission for the service’s area
“Property service not found or not enabled”	A tenant tried to report maintenance on a property where Maintenance is off or its terms aren’t accepted	Turn Maintenance on for the property