Best Ways to Communicate With Tenants: Email, Text or Call?

Effective communication between landlords and tenants is essential for successful property management. According to a survey, 60 percent of tenants prefer digital communication methods over face-to-face interactions. 

That includes email and text messaging, both of which offer convenience and quick response times. At the same time, phone calls are still widely used for more urgent matters or personal discussions. The method you choose can impact

tenant satisfaction, how quickly issues are resolved, and even how long tenants stay.

Finding the best communication method is not a one-size-fits-all solution. Some tenants may prefer a text, while others might respond better to a phone call or email. 

Understanding the advantages and drawbacks of each option can help landlords maintain professional, respectful, and timely communication with tenants. 

We at Keller n' Jadd Realty & Management have put together this article to help landlords like you, choose the right communication method depending on the situation and the tenant’s preference.

Comparing Communication Methods

Choosing the right method depends on the message, urgency, and tenant preferences.

Email Communication

Email communication offers several advantages for landlords. It provides a reliable method for record-keeping, making it easy to store and reference past conversations—an important feature for legal or administrative purposes.

Email also encourages a more professional and organized tone, helping to maintain a formal landlord-tenant relationship. Additionally, documents such as leases, forms, and maintenance instructions can be conveniently attached and shared.

However, email has its drawbacks. Responses may be delayed, as not all tenants check their inboxes frequently. There's also a risk that important messages could be missed if they end up in promotions or spam folders.

Email is best used when you need to keep a written record, share official documents, or communicate detailed information.

Text Messaging

Text messaging is a convenient and efficient way to communicate with tenants. It typically prompts quick responses, as most people check and reply to texts faster than emails or phone calls. 

It’s also easy for both parties to send short, timely messages, making it ideal for everyday updates. The informal tone of texting can help foster open communication and build rapport.

That said, text messaging has limitations. It’s not well-suited for lengthy or complex instructions due to its character constraints. The informal nature can sometimes lead to misunderstandings or a lack of professionalism. Additionally, texts aren’t easily stored or searched, making it harder to maintain a clear record of communications.

Texting works best for appointment confirmations, maintenance updates, or rent payment reminders. It should not be used for sending legal notices or policy changes.

Phone Calls

Phone calls offer a more personal way to connect with tenants, often helping to resolve issues quickly and reduce the chance of misunderstandings. 

They’re especially useful for situations that require immediate clarification, allowing landlords to answer questions or provide explanations in real time. For urgent matters, a direct phone call can be the most effective method of communication.

However, phone calls also have drawbacks. They don’t provide a written record of documents and communications, unless followed up with written confirmation, which can be a concern for documentation purposes. 

It can also be challenging to reach tenants if they’re busy or in different time zones. Additionally, calls made without notice, especially during off-hours can feel intrusive to tenants.

Use phone calls when you need to address urgent issues like late rent, noise complaints, or lease agreement violations. Always follow up with a written summary if the matter is important.

How to Choose the Best Method

The best method often depends on the context of the communication:

• Routine Communication: Text or email
• Urgent Issues: Text followed by a call if needed
• Legal notices or Policy Updates: Email, with a request for tenant acknowledgment.
• Disputes or Misunderstandings: Phone call followed by a written summary in email.

Landlords should also ask tenants at the beginning of the lease what their preferred communication method is. Respecting their preference can improve the relationship and reduce communication issues.

Best Practices for Any Communication Type

No matter what method is used, certain communication habits should be practiced:

• Be Clear and Concise: Avoid slang or vague language.
• Respect Boundaries: Contact during reasonable hours unless it is an emergency.
• Document Important Conversations: If you use text or calls, follow up with an email for your records.
• Respond in a Timely Manner: Tenants appreciate fast and respectful communication.
• Keep it Professional: Even casual text messages should be polite and business-like.

Bottom Line

To communicate effectively with tenants, landlords need to understand the pros and cons of each method. 

Email is best for formal communication and record-keeping. Text messaging is quick and ideal for short updates. Phone calls work well for personal or urgent issues. 

The best way to communicate can change based on what needs to be discussed. The key is to use the right one at the right time and respect the tenant’s communication preference.

Keller n' Jadd Realty & Management helps landlords manage these communication needs professionally and efficiently. 

Our experienced property management team can handle tenant relations, send important notices, coordinate maintenance, and ensure that landlords stay compliant with local regulations. 

With our help, landlords can focus more on growing their investments and less on day-to-day tasks. If you’re a landlord looking for help with tenant communication and property management, contact us today.