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

Key Takeaways 

• Match the Communication Method to the Message and Situation – Effective communication depends on choosing the right tool for the context. Use email for formal documentation and notices, text messaging for quick updates, and phone calls for urgent or sensitive conversations.
• Set Clear Expectations and Maintain Professional Boundaries – Establish communication norms at the start of the lease. Always maintain a respectful, professional tone regardless of the platform.
• Use Tools or Professionals to Stay Organized as You Grow – As your rental business expands, consider centralized communication platforms or professional property management services to streamline messaging.

Effective communication is one of the cornerstones of successful rental property management. Whether you’re handling one unit or several buildings, maintaining strong, respectful, and timely communication with your tenants ensures smoother operations and fosters positive landlord-resident relationships. But with today’s wide array of communication tools it can be confusing to decide which method works best in different situations. Thankfully, we at EquityTeam have put together this guide to help you!

Why Communication Matters in Property Management

Clear communication helps prevent misunderstandings, ensures faster resolution of maintenance issues, and builds trust between landlords and tenants. When tenants feel heard and supported, they are more likely to care for the property, pay rent on time, and renew their leases. A system matching the urgency and nature of each situation is key to running a professional rental business.

Email: Documentation and Formal Communication

Email remains a preferred communication method for landlords when professionalism, formality, and record-keeping are important. It provides a clear written trail, which is especially useful when handling lease agreements, rent increases, policy updates, and notices related to tenancy.

Email communication is non-intrusive and give both parties time to respond thoughtfully. If you need to reference communication later, email also provides a convenient, time-stamped record. However, email has its drawbacks. Not all tenants check their email frequently, and urgent matters may be overlooked. Despite this, email is ideal for:

• Lease documents and amendments
• Notices for entry, inspections, or repairs
• Rent increase notices or reminders
• Follow-ups or formal warnings

If you’re delivering important information, always follow up to ensure the message has been received and understood.

Text Messaging: Fast, Direct, and Convenient

Text messages are fast, direct, and more likely to be read quickly than emails. They are especially effective for short updates, friendly reminders, and quick check-ins. For time-sensitive situations such as maintenance alerts or scheduling appointments, text messages offer efficiency that email can’t match.

Texts are also less formal and tend to foster a more casual tone. This can help tenants feel more comfortable communicating minor issues before they turn into major problems. However, relying heavily on text messaging has its risks. Texts can easily get lost in the shuffle. They may also be taken out of context, and important details might be missed if messages are brief or informal. 

Additionally, not all tenants may feel comfortable receiving texts from their landlord outside of business hours. Texting works best for:

• Quick maintenance updates
• Appointment confirmations
• Friendly rent reminders
• Light, informal check-ins

Phone Calls: Personal and Immediate

A phone call can feel more personal and is often the best choice when tone matters. If a tenant is upset or there’s a conflict, speaking helps clarify misunderstandings and build rapport in a way that written messages can’t replicate. Phone calls are also ideal when decisions need to be made quickly or when topics are too complex to explain efficiently by text or email. On the downside, phone calls leave no paper trail unless you follow up with a written summary. Also, calling at the wrong time may feel intrusive. Use calls when:

• Handling sensitive or emotional issues
• Following up on unresolved matters
• Urgent situations where a two-way conversation is needed
• Trying to reach a tenant who doesn’t respond to texts or emails

To stay professional, always confirm key points in writing after the call.

Matching the Message to the Medium

The most effective landlords know how to choose the right communication channel for the message. Consider the context, urgency, and tenant preferences. What works for one tenant may not work for another.

For example, a noise complaint from a neighbor might warrant a call, followed by an email confirmation. Meanwhile, reminding tenants to bring in packages before a storm might only require a quick text. Establish clear communication expectations at the start of a lease. Let tenants know which methods you’ll use for different kinds of messages, what hours are appropriate for non-emergency contact, and how they should reach you in urgent cases.

Keeping Communication Professional

Regardless of the platform, your tone should always be respectful and professional. Be clear, polite, and concise. Keep these general communication best practices in mind:

• Respond promptly to tenant messages
• Document important conversations
• Avoid making promises you can’t keep
• Use templates or tools to keep communication consistent
• Maintain boundaries by setting contact hours

Work With a Property Management Company

Managing communication effectively takes time, consistency, and good judgment. As your rental business grows or if you own multiple properties, keeping up with tenant communication can quickly become stressful. A professional Ohio property management company can take this burden off your shoulders. They typically have well-established communication protocols in place. Their teams are trained to handle both casual and sensitive conversations in a professional manner. 

They also use management software to ensure that all communication is tracked, timely, and appropriate. When you partner with a property manager, you get:

• A reliable point of contact for your tenants
• Timely responses to property maintenance requests and concerns
• Proper documentation of all communications
• Expertise in handling difficult conversations
• Peace of mind knowing tenants are being treated respectfully and professionally

Bottom Line

Email provides documentation and professionalism. Texting offers speed and informality. Phone calls bring a human touch when empathy is needed. No single method is right for every situation. The best approach is to match the message with the medium, stay consistent, and communicate with clarity and respect. 

As your responsibilities grow, consider hiring a professional property management company to ensure your communication remains responsive, organized, and legally sound. For professional assistance, work with EquityTeam!