Using tenant onboarding in COHO

COHO tenant onboarding has revolutionised the way that managers and owners move an applicant from enquiry right through to the point at which they move in (and even move out!). By centralising this process in a linear way it ensures that everyone involved in the process is always up to date and there is no ambiguity over what stage the applicant is at. It is one of those features that, when used, will save you and your team hours of time.

Read more about the COHO onboarding feature.

If you have any questions or need further assistance, COHO has a comprehensive Help Centre and support team to help guide you through the process.

Last updated: 23rd March 2023

You are in: COHO | Academy | Tenant Onboarding

Uploading and storing tenancy agreements in COHO

The ability to upload and store your AST documents within COHO will save you and your team time and ensure that there is a central and easily accessed place that everyone can refer to for these important documents.

With COHO you can upload one or many versions of the AST and in the step-by-step guide and video below we will show you how to do just that.

  1. From the main home page of the app click the tenancies button
  2. Once in the tenancies area to the right of the heading you will see a settings cog icon. Click this.
  3. Click the Add a new template button
    • If you need guidance on which mail merge tags to use then you can click the blue ‘i’ where you can download our merge tag guidelines.
    • A dedicated video tutorial is also avalable.
  4. Give your document a name, select whether it is for ALL or just individual properties and then upload it. NB - it must be an MS Word document (docx).
  5. At this stage you can also add any additional files and a guarantor agreement should these be required before clicking the Add button
  6. To assign your uploaded AST to an applicant you will need to follow the steps below;
    1. Once you reach the Tenancy Agreement stage you will need to Create tenancy agreement.
    2. Select a tenancy start and end date and then choose if the AST should be signed by COHO eSigning, is Already Signed or Wet Signature.
    3. Complete the form until you are asked to choose an Existing Tenancy Agreement or a New Tenancy Agreement.
    4. By selecting existing, you can choose the document that is already in the system. By selecting new you can create one and save it for future use.
    5. When you have selected your existing tenancy agreement template, click the Preview mail merge button and you can either view or download the document.

Creating an onboarding

Using onboarding within COHO will revolutionise this all important part of moving an applicant from enquiry through to the commencement of their tenancy.

The following series of videos and step-by-step guides will run you through everything you need to know about COHO’s onboarding feature, starting with how to create an onboarding.

  1. From the main home page in COHO select onboarding button in the quick access menu.
  2. Click the Onboard a new applicant button
  3. Complete the form. Pay particular attention to the Tenant Money Held and Are the Rent Schedule and Payments tracked in COHO areas as these will determined how that particularly tenancy is handled from a financial perspective.
  4. At this stage you can choose whether or not you require a holding fee including any special terms associated with this, an application form and if you are going to be conducting referencing. NB Whatever answer you select for referencing can always be changed at a later date.
  5. Once happy with the details entered, click submit.

Creating and using application forms

When creating an onboarding you will be asked if you'd like to include an application form for the applicant to fill in as a requirement. If you have said yes, then the video and step-by-step guide below will show you how to both create one and then save it for future use.

Part of saving an application for future use will be giving you the ability to easily preview what information has been requested as part of that form, making it even easier to decide on which form is most suitable.

  1. We are working on the basis that you have already started a new onboarding. If not, then please follow the steps above.
  2. When you get to the option to select whether or not you want to include an application form click Yes.
  3. You will be asked if you'd like to select an Existing application form or a New application form.
  4. If you select a New application form then you will need to give the form a name and then from the application form questions offered select the options that you want to include and then click Save.
  5. If you are selecting an Existing application form then you will have the option to select this from a drop down and in doing so view all of the options that are includes as part of that form.

Using a holding fee

As part of the initial stages of creating an onboarding you will have the option to select whether or not you will require a holding fee from the applicant.

As well as creating the basic amount that you will be requesting, we also give you the opportunity to extend the deadline for the holding fee (typically this is around two weeks) by including additional terms and also create additional and supplementary terms. As a final step, we also present the applicant with a draft version of your AST that you have either previously uploaded (or load in at this stage) for them to review ahead of paying over any holding fee amount.

The video and step-by-step guide below will show you how to create this holding fee requirement.

  1. We are working on the basis that you have already started a new onboarding. If not, then please follow the steps above.
  2. When you get to the option to select whether or not you want to require a holding fee click Yes.
  3. COHO will pre-populate the amount due as a proportion of the monthly rent amount, but you can amend it at this stage should you wish. If you do amend this amount we will warn you if it exceeds the permitted limit of the equivalent of one week's rent.
  4. You can then choose to use Existing payment instructions you have already added or create New payment instructions at this stage. These will be presented to the applicant so that they know how/where to pay.
  5. Enter a Payment reference for the applicant to use.
  6. By default the room is held for seven days upon payment of the holding fee, but you can amend this.
  7. ou will now be presented with three options that if selected, allow you to extend the period for which you hold the holding fee. (In the app, by clicking the blue ‘i’ you will be able to see a full run down of what these terms are);
    • Include additional “deadline for agreement” terms.
    • Include draft copy of tenancy agreement.
    • Include additional T&C's.
  8. If you select Yes to include a draft copy of the tenancy agreement you will be given the option to select which previously uploaded agreement you'd like to send and then view it or download it at this stage.
  9. If you select Yes to additional terms then you will be given the option to include Existing additional terms or create New additional terms.

How to reference an applicant and guarantor through COHO

You can request reference checks directly through COHO for either the applicant and/or a guarantor thanks to our partnership with Advanced Rent.

The video below shows exactly how it works. This video focuses on our integrated referencing option, but you can still choose to skip referencing or do it in house/third party provider and upload the results. It also starts from the point of a new onboarding and shows what it looks like for a tenant to receive and complete the application form but as this process is covered in another video the step-by-step guide below will focus exclusively on the referencing step.

  1. We are working on the basis that you have already started a new onboarding. If not, then please follow the steps above.
  2. For an applicant at the Reference Check stage of onboarding, open the action associated with this which will take you to COHO referencing options.
  3. From the Advanced Rent Full Reference click more information and then select if you want just an applicant reference, just a guarantor reference or to do both.
  4. If the tenant has already completed an application form then their details will automatically get populated at the next step. As a manager you are responsible for checking these ahead of ticking the terms and conditions box. NB Payment will be taken at this stage for the reference check so please be certain you are happy with the details presented.
  5. Click the Start referencing button
  6. Within 48 hours you will get an action and a notification to let you know that the check is complete. You will be prompted to Decide the outcome based on the results that came back.
  7. For both the applicant and the guarantor you will be asked if you want to continue by Accepting the reference, requesting a guarantor check (if not already done) or whether you want to Do nothing for now. You can also still choose to cancel the onboarding at this stage.

Selecting a tenancy agreement and creating a rent schedule

In a previous video we showed you how to upload a tenancy agreement using our mail merge tags. This is the stage of the process where you can select the relevant AST to assign to an applicant and generate their rent schedule.

Watching the video below and following the step-by-step guide will give you all you need to know to complete this stage of onboarding.

  1. We are working on the basis that you have already started a new onboarding. If not, then please follow the steps above.
  2. For an applicant at the Tenancy Agreement stage of onboarding, open the action associated with this.
  3. You will be presented with an action to Generate a rent schedule.
  4. Complete the form and then click Continue. You will now be able to review and amend the generated schedule before saving it.
  5. You now need to click Create tenancy agreement. Enter the tenancy start and end date, select how you want the document to be signed and confirm the following steps, including whether or not you will be requiring the guarantor to sign.
  6. Once complete you will be given the chance to select an existing tenancy agreement template or upload a new tenancy agreement. Pick the option here that best fits what you are looking to do. Refer to the video above if required
  7. Once selected you will be able to preview the document with the mail merge tags if you are using them, as well as preview all of the prescribed information that has been provided. Once happy, click the Save button.

Confirming the tenancy agreement

When you have completed the rent schedule and selected your tenancy agreement the applicant will receive an action letting them know to review the prescribed information and sign the agreement you have provided.

If a guarantor has been selected then they too will receive a text and email asking them to review and sign the appropriate document at the appropriate stage. They will be asked to verify their identity by both text and email but won't be required to create a COHO account.

The video and step-by-step below work from the point of an applicant and a guarantor (if relevant) has provided their signature and will guid you through how you, as a manager, can complete the tenancy agreement with your own signature. If you'd like to see how the process works from a tenant and guarantor perspective then you can view our series of videos covering the Tenant Experience.

  1. We are working on the basis that you have already started a new onboarding. If not, then please follow the steps above.
  2. For an applicant at the Tenancy Agreement stage of onboarding, open the action associated with this.
  3. Under tenancy agreement there will be a button inviting you to View a signed version of the tenancy agreement.
  4. At this stage you will see that all of the prescribed information has been acknowledged as well as seeing the signature and details of both the tenant and guarantor (if this was requested).
  5. You are then asked if you want to Accept or Reject the agreement.
  6. If you choose to accept you will then be asked to confirm your identity by either SMS or email where you will be sent a one time passcode.
  7. Once entered, you can then add your own signature before agreeing to the final terms and saving the agreement.

Setting move-in monies

You are now at the final step of onboarding which is to set the move-in monies that are due. The tenancy agreement has been signed by all relevant parties so you will now get an action asking you to set the move-in monies.

The quick video and step-by-step below will guide you through how to do this and to successfully onboard an applicant.

  1. We are working on the basis that you have already started a new onboarding. If not, then please follow the steps above.
  2. For an applicant at the Move-in Monies stage of onboarding, open the action associated with this.
  3. Click Set move in monies.
  4. The amount will be calculated based on the selected rent(s) + deposit/rent in advance and you will have the option to subtract the holding fee which will then calculate the final amount due.
  5. At this stage you either select existing payment instructions or add new ones and then click Save.
  6. Once the applicant has confirmed payment of this amount you will be notified to check, and upon confirmation by you they will then get a welcome note from you and their tenancy will be confirmed!

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