Ways to Improve Tenant Communication Channels

3/25/2025 (Permalink)

Tenant talking to his landlord

Ways to Improve Tenant Communication Channels

Good communication allows tenants to feel good about where they live. For landlords and property owners, it can be easy to lose sight that the units you maintain are "home" to your tenants. For tenants, the idea of a "ghost" landlord who simply collects rent checks has become all too common. When landlords are absent or uncommunicative, this creates the impression that they don't care. Implementing some practices for communication between landlord and tenant can change the atmosphere. These seven tips for improving tenant communication channels show you where to start.

1. Have Standard Response Times for Queries and Emergencies

Don't disappear when tenants need you most! Unresponsiveness on the part of a landlord is one of the biggest sources of stress for tenants. Nobody wants to live with uncertainty when dealing with maintenance issues or needed repairs. It's important to respond promptly when tenants reach out for help. Consider having a dedicated email address or telephone line for maintenance emergencies. In addition, you should guarantee that all calls will be answered within a certain timeframe.

Don't forget to follow up after an issue is resolved. Reach out to tenants directly after maintenance requests have been fulfilled to ask if they're satisfied with the results. This should also be done whenever a tenant makes a complaint or request of any kind. It is powerful when tenants feel like landlords care about the outcome.

2. Use Multiple Communication Channels

This is especially important if you oversee a large rental complex. People have different preferences when it comes to how they communicate. When new tenants get welcome packets, they should include contact information that covers all common modes of communication. This includes phone, email, and written correspondence. When you need to share information with tenants, make sure you're broadcasting it through both email and SMS messages to boost visibility. High-priority items and official documents that require action on the part of the tenant should also be delivered as letters to tenant doors or mailboxes.

3. Do an Annual Tenant Survey

Asking tenants for feedback is an incredible way to help them feel valued. Create an annual survey that gauges tenant satisfaction based on multiple factors. Be sure to ask them to rate how they feel about your current approach to communication between landlords and tenants. While you may be putting effort into being communicative, a survey can reveal where tenants feel there's room for improvement.

4. Use Property Management Software

Is your communication with tenants struggling because you feel overwhelmed when managing requests or getting back to clients? Look into all-in-one property management software that lets you manage rent collection and tenant screening on the same platform that manages your messaging. Many newer software products for landlords allow you to send mass emails and text messages to your tenant list. In addition, many utilize chat features or automated response messages to ensure that tenant messages never get ignored when you're not in the office. The major benefit of using integrated property management software to communicate with clients is that you won't manually manage email or text lists.

5. Have Dedicated Office Hours

Don't make tenants run around trying to get five minutes of your time. Like most professionals, landlords and property managers should have official office hours. During these designated hours, tenants should be permitted to visit on a walk-in basis to discuss issues. Of course, priority can be given to tenants who book appointments during this window. When tenants are always met with a locked door when they attempt to visit with their landlord to bring up concerns or make requests, it can feel like the landlord is hiding from them. By making yourself available during office hours, you are showing tenants that you are a professional who proudly stands behind how an apartment complex operates.

6. Don't Hide Problems

Improving tenant communication channels can also be done by simply being honest with your tenants. Unfortunately, many renters today have trust issues regarding landlords because they've been taken advantage of in the past. It's common for renters to feel like landlords and property managers cut corners regarding maintenance and safety. To ensure that tenants feel valued, take the approach of fixing problems as soon as possible instead of trying to conceal them. Be transparent about the fact that the age or condition of a building creates the need for ongoing repairs or mitigation to ensure that all units are safe and livable. Every landlord should know how to repair smoke damage, manage water leaks and mold, and address critter infestations.

7. Create a Newsletter

Monthly or quarterly newsletters help to build a sense of community for tenants. They also provide landlords with a way to showcase happenings and improvements that are taking place around the complex. This can also be a friendly way to share changes in policy or procedural updates that impact tenants. As rental prices increase in most places around the country, newsletters also help tenants to see where their money is going. For example, a newsletter can be a place where a landlord shares improvements or upgrades that enhance the quality of life for tenants. This can include everything from newly paved walkways to updated washers and dryers in the laundry area.

Tenant Satisfaction Starts With Good Communication

Improving tenant communication channels doesn't have to start with a big gesture. Imagine how happy your tenants would be just to get an email letting them know that you're taking steps to improve indoor air quality in their units using professional duct cleaning. At SERVPRO®, we've helped landlords and property managers create safe homes for their tenants for decades. Contact us today to make sure maintenance issues don't stand in the way of a positive relationship between you and your tenants.