Choosing the right approach for communicating with residents 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 resident 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 residents. Keep reading to learn more!

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

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 resident 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.

Benefits and Tips for Different Ways of Communicating


Texting your resident 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 resident, 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 resident 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 Resident

  • Never text without permission. At the beginning of the residency or during the lease signing, discuss with the resident 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.


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

  1. Efficient: Calling a resident 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 resident, 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 resident.
  3. Urgent: If an issue needs to be handled urgently, calling a resident 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 Resident

  • 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 resident’s questions or concerns with understanding. This will help you to build a better relationship with them.

  • Offer viable solutions that can help your resident 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 resident.

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


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 resident without having to send a message manually every time.
  3. Professional: You should only use emails to communicate with residents 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 Resident

  • 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 resident does not need to respond to emails at odd times.

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

Final Thoughts

The best way to communicate with residents depends on their preferences and situation. Calling or texting is probably your best bet if it’s an urgent matter or a resident 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 residents which communication they prefer. This will help ensure that you can effectively communicate with your residents and ensure their needs are met promptly.

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