With the add-on package, Consumption Statements, we take care of adjusting payments and notifying tenants.
How does it work?
When you receive your tenants' consumption statements via your 3rd party provider, simply send them to us at support@helloproper.com.
We will send the statements to your tenants and add any arrears and refunds on the upcoming bills.
The sent statements will afterwards be uploaded to the Documents section of the tenancy.
Important to know
Use of 3rd party provider
In order for us to be able to send out statements and add any arrears and refunds, it requires the use of a 3rd party provider to prepare the documents (for example Techem, ISTA or Brunata).
As Proper processes the statements based solely on these documents, it is important that they contain the tenants' correct names, addresses and aconto amounts.
Format of the consumption statements
The statements must be sent to us as separate PDF files. This means that we must receive 1 PDF file per tenant per consumption type.
Example: You have 5 tenancies that needs to have statements processed for both water and heating. In this case, 10 different PDF files needs to be sent to us.
If you receive your tenants' consumption statements in a single file or in the wrong format, simply contact your 3rd party provider and request the files as separate PDF files.
How are tenants notified?
Tenants are sent their consumption statements via the same email address as the platform's bills are sent out.
This means that tenants can reply to the email and you can manage any inquiries under Talk.
When will the tenant be charged/refunded?
All arrears and refunds will be added to the tenants' upcoming bills according to the rules of the Danish Rent Act.
Arrears cannot be charged until at least 1 month after the statement is sent out, while refunds must be put on the first possible rent collection.
You may therefore experience that an arrear is not on the same statement as the refund.
Example: A tenant is sent two different statements with both an additional payment and a refund on March 5th. The repayment must then be added to the rent collection for April, while the arrear can only be added to the rent collection for May.
If a tenant has moved out
Proper can also process your vacated tenants' statements by your request.
The vacated tenants will then receive the same notification and bill as the active tenancies.
Please note, that because the tenancies are no longer active, the collections will not be part of the usual reminder process and in case the tenant needs a refund, this transfer must be done outside the platform.
Adjustment of aconto amount
If you want to adjust a tenant's aconto amount, this can easily be done by editing the tenant's recurring charge.
If you want to use the platform's features to notify the tenant about the change, you can send a message to the tenant using Talk.
In case you have any questions about adjusting down payments, you are always welcome to contact us at support@helloproper.com.