What a great direct debit experience looks like for renters — and why it matters
Liz Pollock
24 March 2025
Direct debit has become a popular way to pay rent — for renters who choose it, it offers convenience, predictability, and one less thing to remember each month.
But not all direct debit experiences are created equal.
Because even with direct debit available, many agencies are still dealing with late payments, bank delays, and renters who aren’t quite sure what’s gone through.
Meanwhile, property managers are left following up, responding to payment questions, and trying to explain delays they can’t even see — all while juggling the rest of their workload.
When it’s done well, it can help reduce arrears, improve cash flow, and remove friction across the board. When it’s clunky or unclear?
It creates confusion, failed payments, and extra admin for everyone.
So what does a gold standard experience actually look like?
Here’s what we’ve learned from building and supporting thousands of these payments inside the Ailo platform.
1. It’s easy to set up — and even easier to manage
No one should have to fill out a form, log in to a third-party portal, or wait for manual approval.
A great experience makes it easy for renters to:
- Set up direct debit quickly and confidently
- See what’s coming out and when
- Make changes without needing to call the agency
And importantly — they should always feel in control.
If their situation changes, switching to another method should be just as simple.
2. Everyone gets visibility — in real time
When a payment is made, everyone should know. The renter. The property manager. The investor.
A gold standard setup makes that easy:
- Renters can see their payments right away, including when they’ve cleared
- Your team can see the payment status at a glance
- Investors can check the same information without needing to ask
That shared visibility helps reduce confusion and keeps everyone on the same page — no second guessing, no awkward follow-ups.
3. It comes with helpful reminders — not just after-thought alerts
Even with direct debit in place, life happens. Cards expire. Accounts change. A heads-up can make all the difference.
That’s why a good system will:
- Remind renters before rent is due
- Let them know if something goes wrong
- Give them clear steps to update or fix a payment
These small touches can prevent bigger issues, and help renters stay on top of things without feeling chased.
4. It gives renters flexibility — without assumptions
Everyone’s situation is different. Some renters prefer the consistency of direct debit.
Others feel more comfortable paying manually or using a different method.
A gold standard experience doesn’t assume what’s best. It simply:
- Offers direct debit alongside other payment methods
- Makes it easy to switch if needs change
- Supports renters to stay on top of payments in a way that works for them
When people have options — and feel in control — they’re more likely to stay on track.
5. It supports your team, too
When renters have a smoother experience paying rent, your team benefits just as much.
In the Ailo platform, there’s less admin — no chasing receipts, reconciling payments manually, or answering “has it gone through yet?” messages.
Arrears are easier to manage, because the system takes care of the nudging.
And once rent is paid, disbursements to investors happen automatically — no manual triggers, no batch runs, and no one waiting for end-of-month.
Your team doesn’t need to spend time producing statements or processing payouts — it’s all done in the background, with full visibility across the board.
The result?
Fewer delays, fewer follow-ups, and more time to focus on what matters — like building relationships, solving problems, and delivering a great experience.
This isn’t about adding more tools or creating extra steps. It’s about making the systems you already use actually work — for everyone.
What we’ve built at Ailo
Ailo doesn’t just offer rent direct debit — it delivers a payment experience that works for everyone.
If a renter chooses direct debit, they can set it up in seconds, get notified when it’s processed, and track everything in real time.
If they prefer another method, that works too. The point isn’t how they pay — it’s that every option feels simple, transparent, and in their control.
Because when renters feel supported, your team spends less time chasing, and investors stay in the loop — everyone wins.
That’s the kind of payment experience we think should be standard.