Delinquency call script

A delinquency call script is a short outline for the call you make to a tenant who is behind. Use the version below as a guide, not a reading. It is general information, not legal advice, and what you say about liens should match your state's rules.

When to use it

Call the day after the grace period ends, after the late notice has gone out. The goal is a payment date, not an argument. The collections guide explains the options before a lien, and how to reduce delinquency covers prevention.

What the law usually requires

No statute writes your call for you, but statutes shape what you may say.

• A lien needs a written notice. In Texas, enforcement without a court starts with a written notice of claim with a 14-day period (Tex. Prop. Code 59.043). In Florida, the notice must give at least 14 days after delivery (Fla. Stat. 83.806). A phone call is not that notice. Say so to yourself, and never tell a tenant their unit will be sold on a date unless a proper notice backs it up.
• Fees. Only quote late fees the lease and your state allow. See late fee rules and the late fee calculator.
• Military service. If a tenant says they are in the service, stop and review before taking any lien step. Texas adds federal protections here (Texas page).

Say a tenant owes $95 rent and a $20 late fee, $115 in all. On the call you offer two options: pay $115 today by card, or pay $60 today and $55 on the 15th. Whichever they pick, you confirm the date, send the written details and log it.

How to use it

1. Check the ledger first. Know the balance to the dollar.
2. Call at a reasonable hour. Use the phone number on file.
3. Follow the outline. Open, ask, offer two options, confirm.
4. Stay calm. Do not argue.
5. Send it in writing the same day.
6. Log it in the tenant's account.

Common mistakes

• Calling before you check the ledger.
• Quoting a number that includes charges the lease does not allow.
• Threatening a sale date with no notice behind it.
• Agreeing to a plan with no date or no written follow-up.
• Leaving a voicemail with the balance spelled out for anyone to hear.
• Not logging the call.

The template

DELINQUENCY CALL SCRIPT   (guide, not a reading)

BEFORE YOU CALL
  Tenant: [NAME]   Unit: [UNIT]   Phone: [PHONE]
  Balance: $[BALANCE] (rent $[RENT], late fee $[FEE])
  Days past due: [DAYS]   Notices sent: [LATE NOTICE DATE]

OPENER
  "Hello, this is [YOUR NAME] at [FACILITY NAME]. Am I speaking with
  [TENANT NAME]? ... I'm calling about your account for unit [UNIT].
  Do you have a minute?"

STATE THE FACT
  "Your rent from [DUE DATE] is still open. With the late fee, the
  balance is $[BALANCE]."

ASK AND LISTEN
  "Can you tell me what happened?"
  (Listen. Do not interrupt.)

OFFER TWO OPTIONS
  "I can help in two ways. You can pay the full $[BALANCE] today by
  card at [PAYMENT LINK / PHONE]. Or you can pay $[PART] today and
  the rest by [DATE]. Which works better?"

CONFIRM
  "So you will pay $[AMOUNT] on [DATE]. I'll send that in writing today.
  Does that work?"

IF THEY CANNOT PAY
  "I understand. Our lease lets us take further steps if the account stays
  open, and I'd rather avoid that. When do you think you could pay?"
  (Do not threaten. Do not name a sale date.)

CLOSE
  "Thank you. Call me at [PHONE] if anything changes."

LOG AFTER THE CALL
  Date/time: [DATE TIME]   Spoke with: [NAME]
  Promise: $[AMOUNT] by [DATE]
  Follow-up date: [DATE]   Notes: [NOTES]