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

Clear communication is one of the most important parts of successful property management. It helps you respond to maintenance issues quickly, prevent misunderstandings, and build positive relationships with your tenants. But good communication is not just about being available. It is also about choosing the right method at the right time.

Some situations call for a fast, casual message. Others require a more formal approach. And when things are urgent or complicated, a phone call can make all the difference.

At Vesta Property Management, we help landlords maintain effective communication that keeps tenants informed, satisfied, and more likely to stay long-term. Below, we’ll walk through the pros and cons of each communication method and how to know which one to use.

Text, Email, or Call? When to Use Each One

Texting: Fast and Convenient for Simple Updates

Text messaging is often the easiest way to get in touch with tenants. It is quick, informal, and does not require logging into a platform. Most renters appreciate short updates by text for routine matters, and this simple communication style can help strengthen the landlord-tenant relationship.

Best used for:

• Confirming repair appointments.
• Basic check-ins.
• Sending quick reminders.
• Following up on small questions.

Keep in mind:

• Texts do not create a formal record unless you save them.
• Tone can be misread without context.
• Not appropriate for lease-related topics or legal notices.

Texting works well when you are confirming that a plumber is arriving at 2 PM. It is not ideal when addressing rent issues or lease violations. In many areas, texts also do not meet legal notice requirements. Make sure to follow up with an email for anything that needs a documented trail.

Email: Clear, Documented, and Professional

Email remains the most effective method for anything that requires documentation. It gives you a written record that can help protect you in case of a dispute, and it gives tenants time to read and respond thoughtfully.

Best used for:

• Lease agreements and addendums.
• Payment notices or receipts.
• Maintenance requests and updates.
• Rule clarifications.
• Move-in or move-out instructions.

Keep in mind:

• Tenants may not read emails immediately.
• Messages can go to spam.
• Not ideal for emergencies or urgent issues.

Sending an email gives you the ability to be detailed and clear. It also helps ensure you stay compliant with local notice requirements. In many states, written communication is required for things like rent increases or lease changes. Email allows you to document that communication without relying on memory or screenshots.

Phone Calls: Best for Urgent or Sensitive Situations

When something needs to be handled quickly or requires a more personal touch, a phone call is often the best option. Speaking directly can help you avoid misunderstandings and resolve problems more efficiently.

Best used for:

• Emergencies like lockouts or HVAC issues.
• Lease violations.
• Emotional or sensitive conversations.
• Clearing up confusion.
• Handling complex or time-sensitive issues.

Keep in mind:

• Calls do not create a written record unless you follow up.
• Some tenants may not answer unknown numbers.
• It can be time-consuming if used too often.

Phone calls allow for real-time back-and-forth, which can help ease tension and provide quick solutions. Just make sure to send a follow-up email afterward to confirm what was discussed. That way, everyone has a clear understanding of the outcome.

Set Clear Expectations From the Start

No matter which communication method you use, consistency is key. Tenants should never be left wondering how to reach you, when to expect a response, or what to do in an emergency. By setting clear expectations upfront, you reduce the chances of miscommunication, delayed responses, and unnecessary frustration.

A great time to establish these guidelines is at the lease signing. Include them in your welcome packet or lease addendum so tenants have them in writing from the beginning. Clear communication boundaries benefit both sides and create a more professional, stress-free experience.

Here’s what to clarify:

• How to Get in Touch - Let tenants know which methods to use for different situations. For example, texts can be used for quick updates, while lease-related questions should go through email. Be sure to provide clear instructions if you use a tenant portal.

• When to Expect a Response - Outline your typical response time for non-urgent matters, and let tenants know how emergencies are handled after hours.

• Your Availability - Share your working hours so tenants know when you're reachable. If someone else is available during evenings or weekends, provide that contact information as well.

By laying out these expectations clearly from the start, you’ll build trust with your tenants and save yourself time in the long run. Everyone benefits when communication is organized, predictable, and respectful.

Partner With a Property Management Company

Handling tenant communication across multiple channels can be time-consuming, especially when managing several properties. Partnering with a professional property management company can streamline the process and keep everything organized.

At Vesta Property Management, we use systems that keep tenant communication organized, documented, and efficient.

Here is what we offer:

• A platform that logs texts, emails, and call notes in one place.
• Timely responses to tenant questions.
• Clear updates on maintenance and repairs.
• Written records of important conversations.

Our goal is to make communication easier for both you and your tenants. When messages are clear and well-managed, tenants are more likely to stay informed, cooperative, and satisfied with their living experience.

Bottom Line

Good communication is not just about being quick. It is about using the right method at the right time. Whether it is a short text, a detailed email, or a thoughtful phone call, choosing the right approach helps prevent problems and builds trust with your tenants.

If managing all of this feels like too much, Vesta Property Management is here to help. We handle the details so you can focus on what matters most—growing your investment and keeping tenants happy.

Want to learn more about how we support landlords and improve tenant communication? Contact us today!