Communicating w/ tenants - best method
Category: Operations
5 replies
Original post
My tenants have always had my phone number for emergencies - but we never text. For communicating about anything that matters (renewals, rent, etc.) we use email. It's easier on my end to document and keep separate from my personal life.Even for non-emergency maintenance issues, I ask my tenants to send me pictures/videos over email. I check my email regularly and it's never been a problem.
But I've just read in a recent survey that text is actually the #1 way most tenants want to communicate with their landlords.
I want to communicate with my tenants in the way that is easiest for both of us, my concern with texting is just that my tenants will feel authorized to text about anything and everything. There's just something about email that adds a layer of professionalism.
What do you guys think?
Reply by Tyler McDaniel
Personally I’d rather not give tenants my personal number at all. Email/the tenant portal keeps everything documented and separate from my personal life.I understand why tenants/some landlords prefer texting, but I think that's a boundary I don't want to cross personally. As long as emails/tenant portals are checked regularly I don’t think tenants need a landlord’s personal phone number.
Reply by Amanda T.
@[cmrwb2g3u0006tx0m88fapswr](Christina Calderon) I totally get this. I was worried about the same thing with texting, didn’t want it turning into messages all day for every little issue.
What’s worked for me is setting boundaries. I’ll text for quick updates but anything important like rent, renewals or maintenance details still goes through email so there’s a record.
I think as long as you set expectations upfront, most tenants are pretty understanding!
Reply by Eli Morrow
I think it ultimately comes down to how many units and tenants you manage. I only manage 4 units, so I don't get texts often.If I scale my portfolio and manage 10+ units, then I might consider switching away from text messages due to the volume. In that case, I'd probably switch to using email or property management software only. There are property management softwares that have messaging and maintenance fields built in directly.
Ultimately, it comes down to personal preference and the number of tenants you manage. If you don't feel overwhelmed, then texting is a convenient way to communicate. Otherwise, keep that boundary up and continue with email.