How to check a manager chases arrears properly

You've handed over rent collection to a manager six months ago. Last week you noticed a tenant is three weeks behind. You messaged your manager asking for an update, and got a vague reply about "staying in touch with them." Now you're wondering: is this person actually chasing the arrears, or just hoping the problem goes away?

A manager who chases arrears properly does so systematically, not passively. The difference between recovery and a spiral of mounting debt often comes down to how quickly and firmly someone pursues it. Here's how to check whether your manager is doing the job.

Ask for a written arrears log

Request a simple document showing every tenant in arrears, the amount owed, when the debt started, and what action has been taken. A competent manager maintains this. If they say they don't have one, that's a red flag—they're not tracking it formally, which means tenants are slipping through the cracks. Ask what the log shows for your specific tenant. A proper entry will list dates of contact attempts (call, email, SMS, WhatsApp), what was said, and what the tenant promised. Vague notes like "spoke to them" or no notes at all suggest the chasing isn't systematic.

If a manager can't produce this within a few days, they're not managing arrears; they're hoping. When you interview a new manager, ask them to walk you through a recent arrears case—how they documented it, how many contact attempts they made, and how long before they escalated to legal steps. Listen for specifics: dates, methods, outcomes.

Check their communication trail

Ask your manager to forward you the actual messages or call logs. A serious arrears chase includes written correspondence—an SMS reminder after a few days, an email with a formal notice after a week, and a WhatsApp or phone call within ten days. The timing matters. A manager who waits three weeks to mention arrears has already lost momentum. Request copies of warning letters or final notices they've sent. These should be dated, reference the lease agreement, specify the exact amount, and give a clear deadline for payment. Bland or friendly-sounding letters suggest they're uncomfortable with the process or lack experience.

If your manager says they've contacted the tenant but has no written record, ask yourself why you'd trust that claim. The burden is on them to prove they've acted.

Verify their registration and experience

Before or during your relationship with a manager, ask them to provide their company registration number with CIPC. Check the registration yourself to confirm the business exists and is active. Ask how many properties they manage and how many are currently dealing with arrears cases. A manager overseeing fifty properties with three or four active arrears matters should have systems in place. If they're managing three hundred properties and can't keep track, you know why your tenant's debt is stuck in limbo.

During your initial conversation with a potential manager, ask them directly: how do you handle a tenant who is two weeks behind? Listen for a step-by-step answer. Professionals describe a process—when they contact, how they escalate, when they involve lawyers. Amateurs give you generalities.

Talk to their existing clients

When vetting a manager, ask for references and actually call them. Ask specifically: "Did your manager chase arrears actively, and did it work?" Ask whether the manager kept them informed, whether arrears were recovered, and how long the process took. If a reference says the manager was slow to act or didn't push back when tenants missed payments, you've learned something valuable. A manager's willingness to have this conversation with you is also telling—if they resist or get defensive, they may know their record isn't strong.

After you've engaged a manager, if you're unhappy with their arrears handling, don't wait for the next review. Raise it now. A good manager will show you their log, explain their approach, and adjust if needed. If they become evasive or defensive, start looking for someone more thorough. Arrears don't resolve themselves, and neither do poor managers.

On Strove, you can find property managers with verified credentials and read feedback from landlords about how they handle difficult tenants and payment issues.