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Compliance Reminder Emails

Compliance reminder emails are sent automatically to property owners when their compliance documents are approaching expiry. They help owners renew their documentation before it lapses, reducing expired and rejected compliance.

What you should know

  • Automatic - Emails are generated by the system every day; no manual action is needed
  • Before expiry - Owners are reminded at 30, 14, and 7 days before a document expires
  • Consolidated - Each owner receives one email listing all their expiring compliance items, not a separate email per item
  • Owner-facing - Emails are sent to owners via the Property Portal and include links to view and upload their documents

How reminder emails work

Schedule

The reminder job runs automatically once a day at 8am. When it runs, it finds every compliance item whose accepted document expires within the next 30 days and emails the responsible owners.

Reminder tiers

Reminders are sent in stages as a document gets closer to its expiry date:

Days before expiry Reminder
30 days First reminder
14 days Second reminder
7 days Final reminder (marked as expiring soon)

Each owner receives at most one email per day, listing all items that have reached a reminder stage.

Once per tier per document

A reminder stage is only sent once for each accepted document. If a document is renewed, the reminder cycle starts again from the new expiry date. This prevents owners receiving repeated duplicate reminders about the same document.

What triggers an email

An owner receives a reminder email when all of the following are true:

  • The entry has an accepted submission with an expiry date within the next 30 days
  • The entry status is Compliant or In Progress
  • The entry is not agency-managed (the agency handles these instead of the owner)
  • The cottage is not archived or suspended and is live or onboarding
  • The owner has an active Property Portal account with an email address

Agency-managed entries

Reminder emails are only sent for entries the owner is responsible for. Entries managed by the agency are excluded — the agency is expected to handle renewals for those directly.

What the email contains

Each reminder email lists all of the owner's expiring compliance obligations, ordered by cottage and compliance type. For each item it shows:

  • The cottage name and compliance type (e.g., "Gas Safety Certificate")
  • The document expiry date
  • How many days until expiry
  • A link to the item in the Property Portal so the owner can upload a renewal

The email also includes a link to the owner's All Compliance page in the Property Portal.

Owners without a portal account

Reminders are only sent to owners with a Property Portal account. If an owner has no account, the email is skipped. See Owner Portal Accounts for how to invite owners.

When reminders stop

A reminder stops being sent for an entry when:

  • The owner uploads a new document and it is accepted, starting a new reminder cycle from the new expiry date
  • The entry is archived, becomes agency-managed, or the cottage is archived or suspended
  • A scheduled action is open on the entry with reminder emails paused

Pausing via scheduled actions

When you add a scheduled action to an entry, expiry reminder emails are paused for that entry until the action's due date by default. If you want owners to keep receiving normal reminder emails while the action is open, tick Continue sending expiry reminder emails while action in progress when creating the action.

See Scheduling Compliance Actions for full details.

Common questions

Why hasn't an owner received a reminder?

Check that:

  1. The entry has an accepted submission with a future expiry date
  2. The entry is not agency-managed
  3. The cottage is not archived or suspended
  4. The owner has an active Property Portal account
  5. A scheduled action isn't pausing reminders for the entry

Can I send a reminder manually?

No. Reminder emails are generated automatically by the daily job. To prompt an owner sooner, contact them directly — for example, to ask them to upload a renewal ahead of the reminder cycle.