Property Management Blog

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

Pinnacle Property Management - Wednesday, January 11, 2023

Choosing the right approach for communicating with tenants can take time and effort. Should you call? Text? Or email? Each option has advantages and drawbacks – making it challenging to decide on the best way to reach out when you need to. 

However, having an effective and efficient system for tenant communication is very important. In this blog post, we'll take an in-depth look at each communication option so landlords can better understand which method will work best for them and their tenants. Keep reading to learn more!

When Do You Need to Text, Call or Email Your Tenant?

Every communication has its unique purpose. Your message's urgency and the information's nature will determine whether you should text, call, or email. Let's examine the situations when one is better than the other.

  • Texting: Opt for texting when you need to send short messages or reminders for things like payment due dates or scheduled maintenance appointments. 

  • Calling: Calling your tenant is best for more serious topics, such as lease violations or maintenance emergencies, which require direct interaction between both parties.

  • Emailing: Emails are useful for sharing documents, visuals, and other important information that you need to keep a record of. 

Smiling person in a white shirt and black glasses talking on a cellphone and writing in a notebook

Benefits and Tips for Different Ways of Communicating


Texting your tenant is one of the most used and hassle-free ways to communicate with them. Here are some advantages:

  1. Fast: With texting, you can get an immediate response from the tenant, depending on their availability. Text messages allow for fast communication that doesn't require any face-to-face interaction.
  2. Convenient: Texting is convenient for both the tenant and the landlord, as it does not require face-to-face interaction or need to be in the same place.
  3. Cost-effective: Texting is cost-effective for both parties as it does not incur usage charges like phone calls sometimes do. It also eliminates the need for postal services, which can be expensive and time-consuming.

Tips for Your Next Text to a Tenant

  • Never text without permission. At the beginning of the tenancy or during the lease signing, discuss with the tenant how they would like to be contacted. 

  • Inform them about when you will contact them via text. Let them know what type of information you will communicate via text message so they can expect it ahead of time.

  • Keep your messages short and sweet. Texting is a quick means of communication, so it's essential to keep your messages short and to the point.

Smiling person in a white button down shirt using a desktop computer at their desk


Sometimes during an urgent situation, you can’t wait around for a tenant to read or respond to your text, and that’s where calls come in. The benefits are the following:

  1. Efficient: Calling a tenant is an efficient way to quickly relay information or answer questions. This can expedite finding a resolution to any problems that may arise.
  2. Personal: It often helps to have a personal conversation with your tenant, as it establishes trust and understanding. Furthermore, having direct contact allows for more in-depth conversations, which can help you to better understand the situation and reach a common ground with your tenant.
  3. Urgent: If an issue needs to be handled urgently, calling a tenant is the best way to get their attention. This allows you to save time by getting an immediate response and discussing solutions quickly.

Tips for Your Next Call with a Tenant

  • Introduce yourself. When you call, always introduce yourself and explain the purpose of your call.

  • Have a positive attitude. Maintain a professional and friendly demeanor throughout the conversation.

  • Listen to the queries. Show that you are listening by responding to your tenant’s questions or concerns with understanding. This will help you to build a better relationship with them.

  • Offer viable solutions that can help your tenant while also adhering to the rules of the lease agreement.

  • Always follow up on any promises or agreements made during your conversation, as this will help to maintain a positive relationship with your tenant.

  • Leave a detailed voicemail message with step-by-step instructions. This will help your tenant understand the situation and take the necessary action.

Smiling person sitting in front of a laptop and talking on the phone


Email lets you keep track of the conversation and provides a written record. Email is also a good option when sharing long or detailed messages, such as lease agreements or other legal documents. Some of the benefits of emailing are:

  1. Documentation: Email allows you to document and visualize your communication with tenants, which is important for legal purposes. Emails provide a written record that can be referred back to in case of any dispute or misunderstanding. You can also attach photos and videos to emails, which is useful for sharing visual information like repair instructions.
  2. Automation: You can automate emails to be sent at specific times and on certain days. This helps you stay in touch with your tenant without having to send a message manually every time.
  3. Professional: You should only use emails to communicate with tenants for business purposes only. Random, incomplete, or incoherent emails will defeat your goal of better communication. If the email doesn’t have a clear purpose, it is considered spam and should not be sent.

Tips for Your Next Email to Your Tenant

  • Address the recipient by name, and include your contact information in the body of the email for reference.

  • Write a concise subject line that clearly states what you are writing about.

  • Be polite, direct, and professional in your email content. Avoid being overly familiar or offensive to avoid any misunderstandings.

  • Schedule emails to arrive during business hours so your tenant does not need to respond to emails at odd times.

  • Double-check that attachments are included if you reference them in an email.

Person sitting at a table working on their laptop and phone

Final Thoughts

The best way to communicate with tenants depends on their preferences and situation. Calling or texting is probably your best bet if it’s an urgent matter or a tenant prefers to be reached by phone. 

However, email is often a great option for things that can wait or don't require an immediate response. When in doubt, it’s always best to ask tenants which communication they prefer. This will help ensure that you can effectively communicate with your tenants and ensure their needs are met promptly. 

If you’re tired of navigating this aspect of landlord-tenant relationships, Pinnacle Property Management can help. Our full-service property management packages are designed to make your life as a rental property owner easier. 

Pinnacle Property Management
CA DRE # 01905815
22700 Crenshaw Blvd.
Torrance, CA 90505
Ph: (310) 530-0606
Fax: (310) 626-9786

We are open from 8:30am to 5:00pm M-F.

Copyright © Pinnacle Property Management. All Rights Reserved.
Contact Us | Sitemap