Key Takeaways

• Effective communication improves tenant retention and reduces issues: Tenants who feel informed and heard are more likely to report problems early, pay rent on time, and renew their leases—saving landlords time, and money.
• Different situations call for different methods: Use texting for quick updates, email for official documentation, and phone calls for urgent or sensitive matters. Choosing the right channel for each situation enhances clarity and professionalism.
• Clear expectations and communication tools are essential: Setting boundaries early and using property management platforms that log all interactions ensures accountability, efficiency, and legal protection for both tenants and landlords.

When it comes to apartment rentals, communication sets the tone for a good landlord-tenant relationship. Failure to update maintenance progress, lack of understanding of the terms of the lease, or slow reaction speed are all minor problems that may become major ones.

However, not every communication method is created equal. Being aware of when and how to use each method can spare you headaches. B&R Property Management is here to break down the best ways to stay connected with your tenants and keep your apartment property running smoothly.

Why Choosing the Right Communication Method Matters

Why should something like email vs. text vs. phone really matter?

Communication is not merely an exchange of information, it is a process of trust formation. When tenants are aware that they can contact you, and that you will act in a corresponding and swift manner, they will tend to:

• Report problems early (while they are not expensive)
• Pay rent on time
• Renew their lease

This  means fewer vacancies, fewer repairs, and better tenant retention.

Texting: Fast, Convenient, But Use With Care

Texting is the new norm, and many renters are using text to send requests and expect prompt responses. It is quick, to the point, and instantly visible.

Use It for:

• Quick maintenance updates (“Water shutoff from 2–4 PM today”)
• Appointment reminders
• Move-in/move-out confirmations
• General friendly check-ins

What to Watch For:

• Not ideal for lease violations or sensitive topics
• Tenants might expect instant replies, even after hours
• It’s harder to document unless you’re using a property management system

Pro Tip: If you text tenants, do it through a platform that logs the messages. That way, if there’s ever a tenant dispute, you have a record.

Email: Professional and Documented

Email still has its place, especially for anything that needs a paper trail.

When to Use It:

• Lease agreements and notices
• Policy changes
• Rent reminders
• Follow-ups on important discussions
• Move-out procedures

What to Watch For:

• Some tenants check their email infrequently
• Your message may get lost in spam
• Requires a well-written, clear subject line to get attention

Unlike text, email gives you space to explain things fully. You can attach PDFs, link to forms, and reference exact lease clauses. This is helpful when discussing rules, rent increases, or anything legal.

Phone Calls: Great for Building Rapport, Best for Urgency

Sometimes, nothing beats a phone call. It’s personal, fast, and lets you explain tone and intent in real-time. A short call can resolve confusion that might take five back-and-forth emails.

When to Use It:

• Urgent maintenance emergencies
• Lease violations or noise complaints
• Conflict resolution
• Tenant onboarding or move-in walkthroughs

What to Watch For:

• No written record unless you document it after
• Some tenants prefer texts and may not pick up
• Can feel intrusive if used too often

Calls are especially helpful when emotions are involved. A calm, professional voice can make a tough conversation feel less adversarial. Just be sure to follow up important calls with a written summary.

Use Property Management Tools for All Three

Here’s the real win: you don’t have to choose just one method.

The best apartment property managers use tools that combine email, text, and call records into one portal. That way, everything is:

• Timestamped
• Searchable
• Easy to review for legal or leasing purposes

These platforms can automate rent reminders, alert tenants of maintenance, and log all back-and-forth messaging.

Set Clear Expectations Early

No matter what method you choose, it’s critical to set communication expectations upfront. At lease signing, be sure to tell tenants:

• How to reach you (text, email, portal, etc.)
• What hours are considered “business hours”
• Who to contact in an emergency
• What types of messages should go through what channels

This not only prevents confusion but also protects your time and boundaries. If tenants know you only respond to texts between 9 and 6, they’re less likely to expect midnight answers.

What We’ve Learned

At B&R Property Management, we’ve handled tenant communication across hundreds of apartment units. Here’s what works best in practice:

• Follow up big convos in writing for your records
• Automate what you can (like rent reminders)
• Personalize when it counts (like during a move-out or issue)
• Keep it professional always—even on text

Bottom Line

So, should you email, call, or text your tenants?

The answer: it depends on the situation, the urgency, and the tenant. The best landlords use a mix of all three, paired with good judgment and clear systems.

Want to take tenant communication off your plate? B&R Property Management uses smart tools and proven processes to keep tenants informed and apartment owners stress-free. From rent reminders to emergency calls, we’ve got you covered.

Let’s talk about what good communication looks like for your apartment rentals. Contact us today!