Tenant Engagement: Calls, Emails, Texts & Frequency

As the saying goes, the key to a successful relationship is communication. Indeed, it is true in a landlord and tenant relationship. According to Forbes, the primary way to build healthy tenant relationships is through communication. As a property manager, tenant communication in your rental community is essential — good apartment communication with residents can promote positive relationships, prevent misunderstandings, increase long-term tenancy, and even result in receiving more referrals.

Renters are becoming more abundant, therefore whether they are new or old renters, you should make an effort to communicate effectively and sustain positive relationships. According to the U.S. Bureau of Labor Statistics, “In the first half of 2022, the average percentage change in rent was 12.2 percent for new tenants and 3.5 percent for same tenants but with a lease renewal in the last six months. Since the first half of 2021, rent increases have accelerated for both types of renters.”

Given the importance of resident communication, knowing when to communicate is crucial. If you're one of the many landlords, property managers, or owners who wonder how and when to communicate with their tenants, this article will explain if you should call, text, or email them, and give you a great idea of when to reach out to them.

How Often Should You Check In on Tenants?

As property owners, managers, or staff in the residential property rental industry, you must make sure you are communicating with tenants in a way that ensures they understand all of the relevant information, whether you are communicating with them via call, email, text, or an in-person conversation. Always remember that there's a distinct line between being friendly and flexible and being overly engaged when you check in with your tenants. While you should make sure your tenants are at ease in their new residence and keep them informed of any damage or maintenance issues with your property, you also don't want to appear intrusive or become their primary source of support.

In other words, the timing of your tenant check-ins will rely on a variety of variables and the purpose of your communication.

Property Inspection

Property inspections are important for every property and you should communicate with your tenant regarding them. If your tenant has a one-year lease, don’t wait until the end of the year to get in touch with them and inspect the apartment. Some landlords do six-month lease inspections, informing renters about the examination twice a year — in the autumn and in the spring.

If you'd prefer, you may also get in touch with them for an examination every three months. Overall, the majority of landlords concur that it's crucial to commit to scheduling routine inspections of rented properties. According to Property Management Tips, Facts and Information, “Depending on the lease, landlords should schedule routine rental property inspections every three to six months because this will help the owner to catch problems that just may be popping up while they provide their tenant with great service and support.”

Courtesy Reminders

Courtesy reminders are brief, cordial messages that might prevent needless late notices or lease breaches. When you should use this sort of communication may also vary; for example, if your renter has been making payments on time for the past several months, you don't need to give them friendly reminders; just do so if they are already beyond due. Since you are aware that they are usually on time, it is fine to refrain from giving them reminders all the time.

If your tenant often pays their rent late, don't be hesitant to offer them courtesy reminders at least a week before the due date. Until they start paying on time, they'll understand why you're doing this. You can stop sending them courtesy reminders if they change their habits and get better about paying on time. This will demonstrate your trust in your tenants, and they will pay their rent on time going forward to maintain that trust.

Looking for Clarification or Additional Details

The key to getting the clarification or further information you need is effective communication. Do not be afraid to contact your renter if you require any information from them. It is essential to speak with them in a setting where both sides can clearly explain the necessary information. Back-and-forths or misunderstandings on complicated issues will be eliminated by proper communication with your renter.

Emergencies

Effective crisis communication is advantageous to property managers before, during, and after a crucial occurrence. You may think about creating emergency training courses or notification templates (including phone, text, and email notifications) in advance of a disaster.

How Exactly Should You Communicate With Your Tenants?

With the advancement of technology, tenant communication in the rental community can be in the form of text, email, or call. Even though they are all forms of communication, the way you choose to communicate with your renter will have an impact on both your relationship and how your renter perceives the information you are attempting to convey. Depending on the reason why you are communicating with your tenant, here are the ideal ways for effective apartment communication with residents.

Text Messages

Text messages are a casual and quick method to communicate with someone. A text message has a feeling of immediacy and urgency more so than an email. You can effectively communicate with renters through text messaging. It is simple to use and has little overhead expenses. Since almost all people have mobile phones, most renters will be aware of your message almost immediately.

For landlords who are constantly on the road, text messages are the ideal communication method because they can be sent from any phone and do not need internet access. To communicate with renters, this is ideal for reminders and announcements. If a face-to-face meeting is required, you can set an appointment through a text message.

It is important to note that text messaging is seen as informal and should not be used to communicate serious or formal matters.

Email

When two people communicate by email, any side is always reachable at the other person's discretion. As a result, you can expect that the recipient should have received the message or notice immediately. It makes sense to send an email to your renters when you want to inform them about home upgrades, water outages, and neighborhood activities. It saves you and your renters from misunderstandings and is quick and effective.

Announcements, inspection schedules, and rent reminders are best sent by email. Additionally, if you need non-urgent information from tenants, email is the easiest way to contact them. Given that they can use email whenever they want, they won't feel harassed.

Call

Calling may be a wonderful resident communication tool since it enables you to convey information to your tenants the way you want to. Although some renters prefer phone calls, not all do, particularly if they are busy. Additionally, each individual has a different life, so you are unsure of the best time to call them. Only call your renters if you have an urgent need to contact them, such as an emergency. You can also call them if you have sent multiple urgent texts and emails but have not heard from them.

Utilize a Property Management Software

Property management software can assist you in enhancing your management, communication, and relationship with your tenants. ExactEstate is a top-ranked property management software provider that includes sophisticated property customization features that let you create unique rules for every property, including communication methods.

Schedule a Property Management Software Demo and experience how we can help you manage your rental property and improve tenant communication and relationship.