Rent Review · Troubleshooting
Rent Review: troubleshooting
Fixes for common Rent Review problems and error messages. For how Rent Review works, see Rent Review; for step-by-step instructions, see Rent Review: how-to.
I did a rent review but the tenant’s rent hasn’t changed
Section titled “I did a rent review but the tenant’s rent hasn’t changed”Why it happens:
- Schedule rent change wasn’t ticked. Without it, a review is only a record.
- The Rent change date is in the future. The rent changes on that date.
- You did a room review (Units to Review). That changes the room’s target rent, not the tenancy’s rent.
How to fix it: check the tenancy summary on the room page. If it says “Rent will increase to [amount] on [date]”, the change is scheduled. If not, review the tenancy rent again with Schedule rent change ticked, or use Change the rent in Rent Collection.
The rent records don’t show the new rent
Section titled “The rent records don’t show the new rent”Why it happens:
- Rent records that already existed are only changed if they were shown and saved on the review form. The form only shows them when Schedule rent change is ticked, a date is chosen and the new rent is different.
- Rent is managed outside COHO for this tenancy, so COHO doesn’t keep its rent records.
- Rent records due on or after the change date are added once the change has taken effect, at the next automatic update.
How to fix it: open the tenancy’s Rent Collection panel and check the records from the change date. Edit any at the old amount, or add missing ones. See Rent Collection: how-to.
“Cannot set a rent change while there is currently a pending rent change”
Section titled ““Cannot set a rent change while there is currently a pending rent change””Why it happens: a tenancy can only have one scheduled rent change at a time, and there’s already one waiting.
How to fix it:
- Cancel the scheduled rent change from the tenancy summary.
- Check the review history. If the review you were saving appears there, remove it.
- Review the tenancy rent again.
The review won’t save because a tenant has no email address
Section titled “The review won’t save because a tenant has no email address”Why it happens: you uploaded a Rent change notice, and COHO emails it to every active tenant. A tenant without an email address can’t be served.
How to fix it: add an email address to each tenant on the tenancy, then save the review again. Or remove the notice, save the review, and send the notice another way.
I can’t find the notice I served, or I want proof it was sent
Section titled “I can’t find the notice I served, or I want proof it was sent”How to fix it: open the room page and its Communications panel. The notice is listed as a Rent Change Notice with the date it was sent; click it to open the document. The tenancy history also shows “Rent change notice served” for each tenant.
The tenant didn’t get a notification about the rent change
Section titled “The tenant didn’t get a notification about the rent change”Why it happens: COHO only contacts the tenant when you upload a Rent change notice. A scheduled rent change on its own isn’t sent. Notices go by email only, not by SMS or WhatsApp.
How to fix it: ask the tenant to check their spam folder, and their rent panel in COHO (the notice shows there for 30 days if the property uses Rent Collection). To send a notice after the review, review the tenancy rent again with the notice attached and the same rent (this adds another review to the history), or send it by message.
The Section 13 form has blank fields
Section titled “The Section 13 form has blank fields”Why it happens: COHO only fills in what it holds. It doesn’t fill in the proposed new rent, the date it starts, a signature or date, or rent increase dates it can’t confirm from applied rent changes. The landlord’s details come from the property owner (or your organisation, for a property you own), and the agent section only from your organisation when the property is managed for an owner.
How to fix it: complete the blank fields in a PDF editor. To fill more in next time, add the missing details to the property owner or your organisation, then download the form again. See The Section 13 form.
I keep getting “Rent review due” Actions I don’t want
Section titled “I keep getting “Rent review due” Actions I don’t want”Why it happens: Rent Review is on (Manual) for the property, and next review dates are coming up. The Action has no dismiss button; it clears once a review is done.
How to fix it:
- To keep reviews but get fewer reminders, change How regularly do you want to carry out rent reviews?. See Set up Rent Review settings.
- To stop them, turn rent review reminders off for the property or all properties.
- For one review you’ve already done outside COHO, record it in COHO so the next review date moves on.
Reviews are being flagged too soon (for example after 6 months)
Section titled “Reviews are being flagged too soon (for example after 6 months)”Why it happens: the property’s review interval is set to 6 months, or the tenancy’s next review date was set from a short fixed term.
How to fix it: set How regularly do you want to carry out rent reviews? to 1 year, then change the next review date on any tenancy that’s already wrong.
A tenancy shows a review due years ago, or has no due date
Section titled “A tenancy shows a review due years ago, or has no due date”Why it happens: the next review date came from the tenancy’s start, fixed term or agreement, and no review has been recorded in COHO since (common for historic tenancies). A tenancy with no fixed-term end and no review has no due date. COHO doesn’t create Actions for reviews due before 1 February 2026, so old ones only show in the lists.
How to fix it: review the tenancy rent, clicking Change to set the Review date to when the rent was last really reviewed and the Next review date you want.
I’m not getting any rent review Actions
Section titled “I’m not getting any rent review Actions”Why it happens:
- Rent Review is Off for the property, or hasn’t been configured yet.
- The next review date is further away than your reminder period.
- The tenancy or room has no next review date.
How to fix it: check Services > Rent Review on the property is Manual and saved. Check the reminder weeks. Use the No due date filter on the Rent Review panel to find tenancies and rooms with no date.
I can’t see the Rent Review panel, or its buttons
Section titled “I can’t see the Rent Review panel, or its buttons”Why it happens: your role doesn’t include Rent Review, or only lets you view it (for example Restricted credit control). The panel also needs at least one property in your account. The Rent Review link on a room’s menu is hidden when Rent Review is Off for the property.
How to fix it: ask an admin to give your role view or edit permission for Rent Review. To change settings or complete Actions from the Actions list, you also need edit permission for Rent Collection.
A tenancy isn’t in Tenancies to Review
Section titled “A tenancy isn’t in Tenancies to Review”Why it happens: only active tenancies are listed, and the list opens on Due only.
How to fix it: change the due filter to All. If the tenancy is future or ended, it can’t be reviewed here; for a future tenancy, check its rent on the tenancy itself.
I removed a review but the rent change still happened
Section titled “I removed a review but the rent change still happened”Why it happens: removing a review only removes the record. A rent change, rent records or a notice it created stay.
How to fix it: cancel the scheduled rent change if it hasn’t taken effect. If it has, use Change the rent to set the right rent, and check the rent records.
Error messages
Section titled “Error messages”| Message (as shown) | What it means | What to do |
|---|---|---|
| “New Rent is required” | The new rent is empty | Enter the new rent |
| “New Rent has to be a different value to current rent when scheduling a rent change” | Schedule rent change is ticked but the rent is the same | Enter the new rent, or untick Schedule rent change |
| “Cannot set a rent change while there is currently a pending rent change. Please remove that first.” | A rent change is already scheduled | See the entry above |
| “[Name] does not have an email address. Add an email address before serving a rent change notice.” | A tenant can’t be emailed the notice | Add their email address, or save without the notice |
| “There are no active tenants on this tenancy to serve a rent change notice to.” | No active tenants to send the notice to | Check the tenants on the tenancy, or save without the notice |
| “Next rent review date must be after last rent review date” | The next review date is before the review date | Pick a later next review date |
| “Review date cannot be earlier than the previous rent review” | The edited date would put the latest review before the one before it | Pick a later date, or edit the earlier review |
| “You do not have permission to add a rent review for this tenancy” (or “…for this room”) | Your role can’t change Rent Review | Ask an admin for edit permission for Rent Review |
| “You do not have permission to edit rent reviews” | As above, when editing | Ask an admin for edit permission for Rent Review |
| “You do not have the permissions necessary to complete this action” | Shown on a Rent review due Action | Ask for edit permission for Rent Collection, or review from the Rent Review panel |
| “Your selection criteria has filtered out all rent reviews.” | Nothing matches the filters | Change the due filter to All, or clear the property filter |