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

With easy access to communication tools these days, landlords can reach out to tenants conveniently. But, it’s also crucial to know when a particular communication method should be used.

This article guides landlords on the best choices for different communication approaches. Each offers benefits and can be suitable for specific scenarios. Being aware of whether you need to call, text, or simply email a client allows you to choose the best option for a given situation.

When Should You Call Your Tenants?

There’s no replacement for live calls and certain situations call for it such as receiving inquiries and booking an appointment for property tours. Calling tenants is a great way to form long-term relationships or get to know month-to-month tenancies.

Here are other reasons to call a renter:


When a crisis occurs, it’s essential to contact the lessee through various communication channels to deliver instructions. Calling a client is the quickest way to provide information and guidance. It ensures the most direct communication.

Courtesy reminders

There are times you need to notify tenants to help them avoid a late rent fee or violation penalty. You can accomplish this through a quick call. Especially when it comes to rent, you want to call the rent to make sure they receive the reminder.

Information request

Although emails and texts can be convenient, the personal touch can get lost. Calls help you receive real-time information or clarify vague matters. You can also nurture friendly relations through a call rather than an impersonal email or text message where the voice and tone won’t be heard.

someone at a desk speaking on a phone

If an issue is complex, it’s better to speak on the phone to reach an immediate understanding.

What Are the Best Practices for Calling Tenants?

In the past, calling tenants was the best way to communicate with them, but there are also drawbacks to this method. Timing is crucial to avoid missing calls.

When calling, you need to remember phone etiquette. You should familiarize yourself with the following tips to ensure calling your renters is successful:

Act professionally

When calling a tenant, be straightforward about why you’re calling and be conscious of the other person’s time. If your client is busy, they may not have enough time to chat with you on non-consequential topics.

Leave Specific Voicemails

When sending a voicemail, state the reason to ensure a callback, especially if you need a direct response. Even with caller I.D, it is polite to remind the tenant who is calling and what number they can use to call you back.

Provide Customer Service

Use a friendly tone or greeting since you want to provide good customer service. Being friendly over the phone reminds the renter that no matter the reason for calling, you want to maintain a good landlord-tenant relationship.

Be Mindful

Be mindful of the time, day, and your tenant’s schedules when you’re calling the tenants. Make sure you call during business hours. The reason for calling a renter should be business-related since you want to honor their privacy.

When Should You Email Your Tenants?

A convenient method for relaying vital information immediately is by email. You can easily send any of the following:

  • Photos: pictures of property inspections, or anything else that needs to be shared with the tenant can be sent through email.
  • Reminders: overdue rental payments and other notices can be sent through email instead of by the post
  • Quick information: if there are planned renovations or new property policies, this can be sent through email to multiple renters quickly
  • Save information: with email, you can trace when the information is sent and keep a copy as well since the date and time are recorded.

What Are the Best Practices For Emailing Tenants?

Before sending an email, make sure to create a draft and review it to ensure it sounds professional and purposeful.

a person petting a dog and drinking from a mug while in front of a laptop

Here are tips to remember when emailing your renters:

  • Send an email with complete information
  • Set a clear business purpose for your email
  • Include your contact information in the email
  • If you mention a reference, ensure an attachment is sent with the email message
  • Emails should be sent during business hours to avoid disturbing tenants

When Should You Text Your Tenants?

Texting tenants is a great way to convey quick messages that do not require immediate response. Renters have a high chance of receiving the text message and it can be read in an instant, no matter what they’re doing.

Texting is a great way to communicate questions about furnishings, non-emergency maintenance, and other small queries.

Tenants can respond quickly to text messages since replying via text is hassle-free compared to other modes of communication. They can choose not to reply to the text if they are busy and the same information is still conveyed.

Landlords who are open to texting their tenants benefit from this open method of communication. Tenants will feel comfortable reaching out through text which gives you an edge over property owners that aren’t comfortable with text messaging.

Different people prefer specific communication methods. It’s best to ask renters which options they prefer when signing a lease agreement.

smiling and looking at their phone

Always ask if tenants are comfortable receiving text messages.

What Should You Know When Texting Tenants?

  • It’s a requirement to request permission before texting the renter.
  • State in the written lease agreement that text messaging is an acceptable method of communication for the tenant.
  • Your renters should know what type of text messages to expect from you. Make sure it’s about property repair updates, rental due reminders, or regular maintenance notifications.
  • Provide guidelines on what tenants can message you.

Bottom line

Depending on the urgency of the situation and your target market, calling, texting, and sending emails are all valid ways of communication. Preferences are always changing so the best practice is to ask the renters directly during the lease agreement.

Are you seeking a trusted property manager to handle your rental space and tenants? If yes, contact get MULTIfamily Property Management today!