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

Effective communication is essential in rental property management. Along with tenant screening, being responsive, clear, and timely can strengthen tenant relationships and help prevent disputes. Residents expect open communication channels, whether they’re reporting repairs, inquiring about rent, or addressing other issues.

A clear communication system benefits both residents and owners by streamlining operations. Modern technology offers various ways to connect, such as email, text, and phone calls.

Each form of communication has its pros and cons. Stonelink Property Management created this guide to help you choose the best ways to communicate with your residents. Keep reading to learn more!

Choosing the Right Communication Method: Email, Text, or Call?

When it comes to communicating with residents, landlords have three main options: email, text messages, and phone calls. 

Let’s break down each method in detail, focusing on when and how it can be most effective.

Email 

Email is often the most formal method of communication between landlords and residents. It’s best used for non-urgent matters that require more explanation or documentation such as a lease agreement.  

Advantages of Email:

• Record-keeping: Email provides a written record of all communication. This can be invaluable if there are any disputes later, as both you and the resident can refer back to the email for clarification.
• Detail-oriented: When you need to communicate multiple points or provide extensive instructions (such as during move-in or move-out), email gives you the space to do so clearly.
• Professional tone: Email allows for a more formal tone, which can be useful for official notices or important updates that require a serious approach.

Disadvantages of Email:

• Delayed response times: Not everyone checks their email frequently. If the resident isn’t in the habit of checking their inbox regularly, it may take some time before they see your message.
• Overuse of email: With inboxes flooded by promotional emails, there’s a chance that important emails may get lost or overlooked.

When to Use Email:

• Sending lease agreements, renewal reminders, or notices of rent adjustments.
• Addressing non-urgent maintenance or repair updates.
• Providing residents with guidelines, policies, or instructions.
• Communicating formal updates, such as rent collection schedules or property rules.

Text Messages 

Text messaging is growing as a preferred method of communication due to its immediacy. 

Most people have their phones with them at all times and are more likely to see and respond to a text message quickly. 

Advantages of Text Messages:

• Speed: Text messages are typically seen and responded to quickly, making them ideal for urgent situations.
• Convenience: It’s easy to send a quick message from your phone, whether it’s to check in on a property maintenance issue or to remind the resident about a rent due date.
• High engagement: Residents are more likely to open and read a text than an email, making it a great option for time-sensitive matters.

Disadvantages of Text Messages:

• Lack of detail: Text messages are not suited for long or complicated explanations. If you need to communicate multiple points or give specific instructions, a text message may not be enough.
• Informal tone: While this can be an advantage in some situations, it can also create a more casual relationship between the landlord and resident. This might not always be appropriate, especially for official matters.
• No automatic record: Unless you manually back up your text conversations, it’s harder to maintain a formal record of text exchanges.

When to Use Text Messages:

• Sending reminders about upcoming rent payments.
• Alerting residents about maintenance work or sudden outages.
• Quickly confirming appointments, like a scheduled property inspection or repair visit.
• Providing a fast response to a resident’s question or concern.

Phone Calls 

Phone calls remain an important tool for communication, especially when the conversation is complex or when a personal touch is required. 

A phone call is the most direct and personal form of communication, and it allows both parties to clarify points immediately. 

Advantages of Phone Calls:

• Personal touch: Phone calls offer a level of personal interaction that emails and texts can’t match. They help build rapport with your residents and can make it easier to resolve issues quickly.
• Clarification: If you need to explain something in detail or answer multiple questions, a phone call allows for immediate back-and-forth communication.
• Urgency: For emergencies or time-sensitive matters, phone calls are often the quickest way to get in touch with a resident and get a response.

Disadvantages of Phone Calls:

• Time-consuming: Phone calls can take up more time compared to other methods. If you have many residents, handling frequent phone calls can quickly become overwhelming.
• Lack of documentation: Phone calls don’t provide a written record of the conversation, making it harder to refer back to what was discussed unless you take notes.
• Unreliable response: Some residents may not answer calls, especially if they don’t recognize the number or prefer written communication. 

When to Use Phone Calls:

• Discussing sensitive or personal issues, such as rent payment difficulties.
• Explaining complex situations or policies that may require immediate feedback.
• Responding to emergencies, such as a major repair need or property-related crisis.
• Handling complaints or disputes where tone and clarity are important.

Bottom Line

In short, there’s no one-size-fits-all for resident communication. The best method depends on the situation and message type. 

Emails work well for detailed, formal exchanges and record-keeping, but aren’t ideal for urgent matters. Texts are quick and convenient for brief updates, though not suited for complex issues. Calls provide a personal touch and immediate clarity but can be time-intensive and harder to document.

At Stonelink Property Management, we know every landlord’s communication needs are unique. Our property management services ensure smooth, timely communication through the best channels. 

From handling lease agreements to managing urgent repairs, our team is here to streamline property management. Reach out to Stonelink Property Management today to manage your properties with ease.