Delinquency Collection SOP
This SOP defines PPM's process for collecting overdue rent — from initial late notice through escalation to legal action. Consistency is essential: all tenants must be treated the same way to avoid fair housing violations.
Systems involved: Buildium, JustCall, Slack, n8n (Admin Agent)
Step 1: Detect Delinquencies (Day 6)
The Admin Agent Delinquency Monitor runs daily at 8AM and posts a delinquency summary to #chat-ai-admin. On the morning of the 6th, review the summary. Independently verify using Buildium:
Go to Accounting → Reports → Delinquency Report
Filter to the current month
Export or note all tenants with outstanding balances
[Automation target: Admin Agent — Delinquency Monitor (workflow xzL1d1gSl74Q12Uf) handles daily detection and posting to #chat-ai-admin]
Step 2: First Outreach (Days 6–10)
For each delinquent tenant:
Call via JustCall. State the balance and ask when payment will be made. Keep the call professional and non-confrontational.
Follow up with an SMS summarizing the conversation and the balance owed
Log all contact attempts in Buildium: Residents → [Name] → Notes. Include: date, method, what was said, and any promise made
If the tenant has a payment arrangement (e.g., "paying by Friday"), log it and set a reminder
Step 3: Second Outreach / Escalation Decision (Days 10–15)
If no payment and no arrangement by Day 10:
Make a second contact attempt via phone and email
Post to #exec-decisions in Slack tagging Dan with: tenant name, property, balance, all contact attempts, and a recommendation (payment plan, notice, or hold)
Dan will authorize next steps — typically issuing a formal Pay or Quit notice via the attorney
Payment Arrangements
PPM may offer a short-term payment arrangement (pay in installments over 2–3 weeks) for tenants with a good payment history who communicate proactively. Requirements:
Agreement must be in writing (email is acceptable)
Full balance must be cleared within the agreed timeframe
Missing an installment payment voids the arrangement immediately
Dan must approve any arrangement longer than 2 weeks
Payment plans are a courtesy, not a right. They do not waive or reset the tenant's delinquency record.
Late Fee Assessment
Late fees are automatically applied in Buildium after the 5th. If a late fee was applied in error (e.g., payment was made on the 5th but processed late), notify Dan to authorize a fee waiver. Do not waive fees independently.
Escalation to Legal Action
See Eviction Procedure SOP for the full process. Legal action is authorized only by Dan and handled through PPM's attorney. Staff do not issue legal notices.
Recordkeeping Standard
Every delinquency must have a complete paper trail in Buildium Notes before any legal action can proceed. Courts expect documentation of outreach attempts. A strong record also protects PPM if a tenant claims they were never notified.