Adding, updating and removing properties

Keep the issuing organisation's records and your Payreq subscriptions aligned whenever your management responsibility changes. The organisation's records are what matter most: in many cases they are what create and remove your subscriptions.

Start managing a property

1. Tell the council, utility or other issuing organisation that you are the authorised managing agent, and complete its required form or contact its relevant team.
2. Wait for confirmation if the organisation has to update its records first.
3. In Payreq, open Subscriptions and select Subscribe.
4. Select the service and the Payreq Group delivery option.
5. Enter the property or account details exactly as the organisation holds them, accept the terms and submit the request.

If the subscribe option is not available to you, the organisation maintains your subscriptions from its own records. Tell them instead, and the subscription appears at their next update. See Subscribing properties and accounts to a service.

Stop managing a property

1. Tell the issuing organisation first. This is the step that actually removes you.
2. In Payreq, open the relevant subscription and find the property or account.
3. Select Unsubscribe and confirm the change.

Removing the subscription in Payreq without telling the organisation is not enough. If their records still list your agency against that property, the subscription is created again the next time they update their records, and documents start arriving again.

Payreq does not have a way to remove properties in bulk. If you are giving up a large number at once, tell the issuing organisation, and see Moving subscriptions to another Payreq Group account if a whole portfolio is changing hands.

If a document arrives for a property you no longer manage

Open the bill and select Return to sender beside No longer own or manage this property? This action appears only on qualifying Payreq Group bills. It does two things:

• it removes the subscription; and
• it flags the document in the issuing organisation's own system as one you have said is not yours.

That flag stays on the document permanently, even if the subscription is later re-created by their records. It is the clearest signal available to you inside Payreq, so use it rather than simply deleting or ignoring the document.

Return to Sender does not carry a forwarding address, so it does not tell the organisation who should receive the document instead. Still contact them with the owner's details if you have them and are permitted to pass them on.

When a property is archived in connected software

If you use a connected property management system, archiving a property there can trigger a change to the Payreq subscription. Where the issuing organisation's records still list you for the same property, the two systems can disagree and the subscription can be repeatedly removed and re-created.

If you see repeated subscription changes or repeated documents for a property you have archived, contact Payreq Support with the property and account number rather than trying to correct it by repeating the action. Fixing it needs the issuing organisation's records to be updated too.

Related guides

• Subscribing properties and accounts to a service
• Moving subscriptions to another Payreq Group account