10 min readMoving into a new apartment is an exciting yet stressful experience. Lots of information is exchanged in a short space of time which can overwhelm tenants. It’s important to ease them into procedures and communication expectations early on. It’s polite, reduces the chances of mishaps, and starts your relationship off on the right foot.
Property owners, landlords, and managers dread having a problematic tenant as they can cause ongoing issues. It’s not just bad tenants that are troublesome—perfectly good tenants can create problems, too. In most cases, a simple misunderstanding or lack of communication is the root of the problem.
The importance of tenant communication.
Issues pile up in the background if tenants aren’t communicating, but communication goes both ways. Tenants aren’t just paying for a place to live. They’re paying for a service and rent prices in the US aren’t far away from monthly mortgage repayments these days. So, tenants expect issues to be resolved, or at least responded to, quickly.
Communication is the key to maintaining a great tenant relationship. Both of you sleep better at night when you’re on the same page. You get more space to grow your portfolio, and tenants are more likely to renew agreements.
This article explores seven of the best tenant communications tips to help reduce the chance of unnecessary mishaps and disputes.
7 best tips for effective tenant communication
1. Use all-in-one property management software.
If you’re managing properties without an all-in-one property management software, hats off to you! While it may be possible with a small portfolio, it becomes much more challenging as you add new property. An all-in-one property software quickly becomes a necessity.
Property management software streamlines repetitive tasks like:
- Rent collection
- Maintenance requests
- Tenant screening
- And much more!
Plus, they make communication simpler. You can create an online portal for all parties to view property activity, so everyone involved won’t need to keep digging through their inbox looking for emails.
Check out our top seven picks for the best property management software.
2. Establish clear guidelines.
A detailed lease agreement should cover everything tenants need to know: rules, responsibilities, policies, and other ad-hoc information. Shared housing agreements may require more extensive guidelines to ensure tenants live together harmoniously.
- Create a detailed lease agreement: Remove jargon and vague language from your lease agreement. Use clear and concise language as it may not be written in the tenant’s native language. Dual-language agreements are a wise move to ensure both parties have a legally binding version should any issues arise.
- Put up signage: Signs might not look great but they can save you from repeating yourself, especially in shared housing spaces. Landlords can label trash and recycling rules, laundry rules, etc. to help avoid friction between tenants.
- Use a tenant portal: Property management software offers portal features, where you can access guidelines and updates to avoid long email chains. Should there be an issue, you can refer someone back to view the portal.
3. Set communication protocols.
Answering tenant calls and emails at all hours can be stressful. You want effective tenant communication, of course, but soon you may find you’re struggling to get anything else done! It’s a problem for landlords and property management teams, so both hire 24/7 property management answering services to keep tenants and properties safe.
Improving tenant communication with a team of friendly receptionists helps you boost productivity, deal with out-of-hours emergencies, and take calls when you’re unavailable.
Tenants should be informed about preferred communication channels, emergency procedures, and response times to make communication as effective and manageable as possible.
An example of a communication protocol may be:
Email:
- Send questions, concerns, maintenance requests, etc. to [email address].
- Response time within 1-2 business days.
Phone:
- For emergencies (break-ins, fires, gas leaks, etc.) call [phone number].
- Immediate response time.
4. Meet new tenants and give them a welcome pack.
Meeting new tenants on move-in day with a welcome pack is a friendly gesture and helps them settle in. It also gives you time to run through key information, address concerns, and recommend local spots. This will be greatly appreciated by those new to the area.
What to include in a welcome pack:
- A welcome letter.
- A copy of the lease agreement and inventory. This is also a good opportunity to go over any important details such as smoking restrictions or pet rules to make sure they’re understood.
- Property information such as floor maps, fire exits, Wi-Fi passwords, appliance manuals, meter readings, trash and recycling guidelines, emergency contact numbers, etc.
- Housekeeping advice. For example, reminders to leave windows open when drying clothes inside and how to use certain appliances like the boiler and security systems.
- An area guide listing nearby cafes, supermarkets, gyms, and other useful spots tenants may like to know about.
Digital welcome packs are also an option if you’re unable to meet tenants in person.
5. Answer every phone call.
It’s not sustainable for landlords and property managers to answer every call without help. Even if they achieve it, they’re often frustrated taking calls outside of office hours that aren’t emergencies. However, occasionally there are urgent phone calls that they don’t want to miss:
- Emergencies: Burglaries and severe property damage (fires, floods, etc.) – these need to be addressed ASAP to prevent further damage.
- Urgent maintenance issues: Broken locks or an alarm you can’t turn off are dangerous and require immediate attention.
- No-shows: If tenants have been allocated a certain time to let technicians in for repairs/maintenance but they don’t show, this should be passed on to the property owner. If not, they could end up paying for services they haven’t received.
“Our staff were regularly woken up all hours of the night to pick up the dedicated emergency phone line, only to find the call was not an emergency. SignMore solved this problem for us by receiving the emergency calls first and qualifying them before transferring.” – Mason Torresan, XS Asset Management.
As property doesn’t sleep but people do, you can extend cover with a 24/7 property management answering service. You can turn your phone off and feel good about it, knowing that no call will go to voicemail. Whether it’s a new lead or a tenant with an emergency, receptionists will follow the protocols you’ve created together.
6. Be transparent and keep tenants informed.
Inflation has been rampant since 2020. Millions of Americans are paying extra close attention to their finances. Buying a home is out of reach for many, so it’s understandable that tenants will look for another place to live if they’re unhappy with their landlord or feel they’re getting a bad deal.
It’s a hassle to move, but people may take the hit and leave if they’re not receiving the treatment they expect. Being transparent and keeping tenants informed goes a long way. Keeping communication lines open could be the difference between tenants renewing their lease or leaving.
Keep tenants informed about:
- Scheduled inspections and visits.
- Upcoming construction work.
- The status of issues they’ve inquired about.
- Maintenance updates.
- Lease agreement clarifications.
- Rent increases.
Send regular updates via email newsletters or post in the online portal.
7. Ask for feedback for improving tenant communication in future.
It’s sad to lose good tenants. That’s why you should ask tenants for feedback when they move on so you can pinpoint any areas for improvement. There could be some common themes that could help you boost your retention rate.
When you receive an email from tenants handing in their notice, accept it and casually ask if there is a particular reason they’re leaving. They may have specific issues that could be resolved fairly easily and could lead them to change their mind.
You may already have a feedback feature if you’re using all-in-one property software. If not, you can use feedback software such as Survey Monkey and Google Forms.
Common questions to ask in your survey:
- How satisfied were you with the overall quality and condition of the property?
- How satisfied were you with the responsiveness of maintenance services?
- How satisfied were you with communication?
- Did you find it easy and convenient to pay rent?
- Do you have any suggestions for improving tenant communication?
Effective communication helps you avoid issues with tenants.
Smooth landlord-tenant communication is desirable for both parties. Welcoming tenants, setting clear expectations from the start, and answering every call gives you the best chance of enjoying a smooth tenancy. And should there be an issue, effective communication helps you take the appropriate actions without unnecessary delay.
Book a free consultation to see how SignMore helps landlords and property managers improve tenant communication around the clock.
