Prevent it first
Most late payments are forgetfulness, not bad intent. The best fix is to make paying easy and automatic before a customer can forget.
- Send a pay link the moment you finish, while the work is fresh and the phone is in their hand
- Offer Direct Debit to regular customers, so nobody has to remember. See Direct Debit for small traders
- Agree the terms first: when you're paid, and how
- Don't let a balance build up: a customer who owes one visit is easier to ask than one who owes six
The ladder
Start friendly. Most people pay at step one, and it keeps the customer on your side.
- A friendly nudge within a week of the due date.
- A clearer reminder a week or so later, with the amount and how to pay.
- A final warning that you'll pause visits until it's paid.
- Pause the service, and tell them you've done so.
- A letter before action if it's a larger amount, giving them a fixed time to pay.
- A money claim through the court, if it's still unpaid.
Messages you can copy
Hi [name], just a quick note from [business]. I don't think payment for your visit on [date] (£[amount]) has come through yet. You can pay here: [link]. If you've already paid, thanks, and ignore this! 😊
Hi [name], this is a reminder from [business] that £[amount] for [date] is still outstanding. Could you pay today using [link]? If something's gone wrong, just reply and let me know and we'll sort it out.
Hi [name], I haven't received the £[amount] for [dates]. If it isn't paid by [date] I'll have to pause your visits until it is. You can pay here: [link]. I'd rather keep visiting, so please get in touch if there's a problem.
Pausing the service
When you stop visiting, be clear and calm about it. Say what's owed, say that visits will restart once it's paid, and don't argue by text. Most customers pay quickly when the visits stop, and those who don't aren't customers you want.
When it needs to go further
A letter before action states what's owed, what it's for and the date you'll start a claim if it isn't paid. Giving 14 days is usual. If it still isn't paid, you can make a claim through the courts. In England and Wales, claims up to £10,000 are normally handled in the small claims track, and you can start one online. Scotland and Northern Ireland have their own processes. Court fees apply, and you may get them back if you win.
Stay on the right side of the line
- Never threaten or harass a customer, and don't turn up to demand payment
- Don't share the debt with neighbours or on social media
- Keep every message factual, polite and in writing
Skip the awkward conversation
Customers get a pay link the moment you tap Done, and anything unpaid is chased by the normal reminders.