Right to Rent: troubleshooting

Fixes for common right to rent problems and error messages. For how right to rent works, see Right to Rent; for step-by-step instructions, see Right to Rent: how-to.

I can’t see the Right to Rent panel

Why it happens:

1. The Right to Rent service is Off for the property.
2. The room has no tenancy, or you’re looking at a room with no tenancy selected.
3. The room is deactivated.
4. Your role can’t view right to rent checks.

How to fix it:

1. Check the room has a tenancy. If it has more than one, use Switch under the header to choose the right one.
2. If the service is off, open the property and scroll to its services. Switched-off services are listed under Inactive services. Open Right to Rent, set it to Manual and save (see Turn Right to Rent on or off). You need the “Record right to rent checks” permission.
3. Ask an admin to give your role “View right to rent checks”.

The panel says “You need to accept the terms and conditions before you can use this service”

Why it happens: the Right to Rent service is on for the property, but its terms haven’t been accepted. You’ll also see a Configure Right to Rent Action.

How to fix it: click View Terms and Conditions on the panel, accept the terms and save. COHO starts creating right to rent Actions for the property after that.

The panel says “You need to add right to rent documents”, but I can’t see who’s missing

Why it happens: the panel only lists tenants who have a record. A joint tenant with no record isn’t shown, but the closed panel still warns you.

How to fix it: click Add new proof and open the Tenant list: compare it with the tenants on the panel, and add a check (or a “not required” record) for whoever is missing. Their Add Right to Rent Documents Action also names them.

“Select tenant is required” when I save

Why it happens: no tenant was chosen at the top of the Add Right to Rent form. On a joint tenancy you have to choose one.

How to fix it:

1. Choose the tenant in the Tenant list at the top of the form, then click Save.
2. If you chose a tenant and still see the message, reload the page (press Ctrl+F5, or Cmd+Shift+R on a Mac) and try again.
3. If it still happens, contact support with the tenant’s name and property.

“Right to rent documents are not saved”

Why it happens: a document section hasn’t been saved with Save document, or you changed a document after saving it.

How to fix it: open each Document section, check the fields, and click Save document. Then click Save. If a document shows “Documents are required”, upload at least one file for it.

I can’t edit a check or change its share code

Why it happens: saved right to rent records can’t be edited.

How to fix it:

• Applicant’s proof, not yet verified: send the application form back with Request More Info so they can correct it, or, if you’ve already accepted the form, click Edit on the application form and correct the details. The record stays Awaiting for you to validate.
• Accepted check, or one you added: add a new record with Add new proof, then Remove the wrong one.

See Correct a share code or document.

I edited the application form, but the right to rent didn’t change

Why it happens: the right to rent proof was already verified (accepted). Once it’s accepted, changes in the application form don’t update it.

How to fix it: add a new record on the room’s Right to Rent panel with the correct details, and remove the old one if it shouldn’t be kept.

The application form review asks me to verify right to rent

Why it happens: the form collects right to rent proof and the proof is Awaiting. You must choose Verify proof now or Leave it for later before you can submit.

How to fix it: choose Leave it for later to accept the form without verifying, and validate the check later. If the review shows “Right To Rent: Verify Proof is required” but you can’t see the Verify Right To Rent Proof section, your role can view but not record right to rent checks: ask an admin for “Record right to rent checks”, or ask a colleague who has it to review the form.

The proof shows as Failed

Why it happens: the application form was sent back with Request More Info while Verify proof now was chosen. The review form says: “Right to Rent proof was rejected. If you don’t resend the application form, you will have to enter a new one yourself.”

How to fix it: wait for the applicant to correct and resubmit the form; the proof goes back to Awaiting and you can verify it. Or record the check yourself with Add new proof.

The tenant says they uploaded proof, but there’s nothing to verify

Why it happens:

1. The application form you chose doesn’t collect right to rent proof.
2. The applicant filled in a viewing (pre-qualification) form, which can’t collect it.
3. They haven’t submitted the application form yet.

How to fix it: check the onboarding’s Application form step. If the form doesn’t include Right To Rent Proof, ask the applicant to send the documents another way and record the check yourself, or require a new form that collects it. For future onboardings, tick Collect Right To Rent Proof on your application form.

I have an “Add Right to Rent Documents” Action I can’t clear

Why it happens: the tenant has no right to rent record on this tenancy. The Action can’t be marked done by hand; it clears when a record exists.

How to fix it:

• Record the check (see Record a right to rent check).
• If the tenant doesn’t need one, or you keep the check elsewhere, record that a check isn’t required.
• If you don’t use COHO for right to rent at this property, turn the service Off.

Two Actions that look the same are usually for two joint tenants; each needs its own record.

I already recorded a check, but the Action is still there

Why it happens:

1. The check is on a different tenancy, for example the same person’s earlier tenancy or onboarding in another room. Checks belong to one tenancy.
2. COHO hasn’t refreshed the Actions yet. It checks about every 8 hours.

How to fix it: open the room page for the tenancy the Action names, and check the tenant has a record on that tenancy’s panel. If not, add one there. If it’s there, wait a few hours.

I wasn’t reminded when a document expired

Why it happens: the Expiration date on a document is only recorded. COHO reminds you only about the Follow up check date, and only when the status is Accepted with limited stay.

How to fix it: for a tenant with time-limited permission, add a new check with Accepted with limited stay and the date the follow-up is due. COHO then raises an Action 30 days before.

I didn’t get a follow-up check Action

Why it happens:

1. The status is Accepted with unlimited stay, or no Follow up check date was set.
2. The follow-up date is more than 30 days away. The Action appears 30 days before.
3. A newer record was added for the tenant, which replaces the old one.
4. The tenancy isn’t the room’s current tenancy (for example, it hasn’t started yet, or it has ended).
5. The service is Off for the property, or its terms haven’t been accepted.
6. You’ve turned off the “Right To Rent Follow Up Check” notification. The Action is still in your Actions list.

How to fix it: look at the tenant’s current check on the panel. It should read “Check done on [date] and valid until [date].” If it says “valid forever”, there’s no follow-up date: add a new check with Accepted with limited stay and a Follow up check date.

I removed a check by mistake

Why it happens: Remove has no undo in COHO.

How to fix it: add the check again with Add new proof, uploading the documents. If you no longer have the documents, contact support.

I need a PDF of the right to rent check

Why it happens: COHO stores the files as they were uploaded and doesn’t produce a summary document.

How to fix it: download each file from the panel. For proof collected in an application form, the application form export also lists the document details. Convert files to PDF outside COHO if you need to.

Can I rely on referencing for right to rent?

Why it happens: referencing includes identity checks, but COHO doesn’t record them as right to rent checks.

How to fix it: carry out the right to rent check separately and record it on the panel.

Error messages

Message	What it means	What to do
“Select tenant is required”	No tenant chosen on the Add Right to Rent form	Choose the Tenant; reload the page if it persists
“Check required is required”	Is a check required? isn’t answered	Choose Yes or No
“Not required reason is required”	You chose No without a reason	Choose a Reason
“Date completed is required”	Date checked is empty	Enter the date you checked
“Right to rent documents are not saved”	A document section isn’t saved	Click Save document on each document
“Document valid date is required”	No Expiration date	Enter the date, or tick Valid forever
“Passes formal check is required”	Has the document passed a formal check? isn’t answered	Choose Yes or No
“Documents are required”	No file uploaded for a document	Upload at least one file
“Status is required”	No Status chosen	Choose a status
“Follow up check date is required”	Limited stay without a follow-up date	Enter the Follow up check date
“Right To Rent: Verify Proof is required”	On an application form review, the right to rent choice isn’t made	Choose Verify proof now or Leave it for later. If you can’t see them, you need “Record right to rent checks”
“Right To Rent: Status is required” / “Right To Rent: Follow up check date is required”	You chose Verify proof now without a status or follow-up date	Fill them in, or choose Leave it for later
“No Right to rent attached to the application form”	The form collects right to rent, but there’s no proof linked to it	Ask the applicant to resubmit the form, or contact support
“Right to rent #… not found”	The record was removed, for example while someone else had it open	Reload the page. If it appears on an application form, contact support
“You do not have permission to view right to rent checks for this organisation”	Your role can’t view right to rent checks	Ask an admin
“You do not have permission to manage right to rent checks for this organisation”	Your role can’t add, validate, remove or mark checks	Ask an admin for “Record right to rent checks”
“You need to accept the terms and conditions before you can use this service”	The service’s terms haven’t been accepted for this property	Click View Terms and Conditions and accept them