Landlord Mistake #3 – Lack of Proper Communication with Tenants

Lack of proper communication with Tenants can lead to a range of negative outcomes for Housing Providers, ranging from Tenant dissatisfaction and increased Tenant turnover to legal issues and financial loss. 

What do we mean by ‘proper communication’?

Using the right language and tone

So many issues and conflicts are caused by the intent and tone of a message being misconstrued by the Receiver.  Short, abrupt Text Messages, poor grammar and language barriers can often cloud the true intent of the message.

As a best practice, the Sender should reread the message and consider it from the viewpoint of the Receiver, then edit the message to ensure that it makes sense and has the right tone.

Using the correct Communication channel

Selecting the correct communication channel is also critical, not only for effective interactions with your Tenant, but also because the Residential Tenancies Act may specify that certain actions are communicated in a certain way.

Text Messaging can be a quick and convenient way to communicate with a Tenant but tends to be less professional.  In some cases, an email message or hard-copy letter by mail is more appropriate and might even be required by law (eg. serving Notices)

Responding in a timely manner

There is no hard and fast rule, but prompt response to a message is just good business and shows respect and empathy towards the Sender.

Why is proper Communication so important?

Tenant Satisfaction

Clear and effective communication helps in maintaining a positive landlord-tenant relationship. When tenants feel heard and understood, they are more likely to be satisfied with their living situation, leading to longer lease durations and lower turnover rates.

Issue Resolution

Good communication allows landlords to address any concerns or issues raised by tenants promptly. This can prevent minor problems from escalating into major disputes and helps in maintaining the property in good condition.

Legal Compliance

Landlords have legal responsibilities towards their tenants, as outlined in the Residential Tenancies Act, in terms of behaviour, responsiveness and how to serve Notices. Proper communication ensures that landlords fulfill these obligations in a timely manner, reducing the risk of legal disputes.  Learn about the most relevant clauses within the Act here.

Rent Collection

Clear communication about rent payment expectations, due dates, and accepted payment methods can help ensure consistent and timely rent collection. It also facilitates transparency, reducing misunderstandings and disputes related to rent payments.

Property Maintenance

Regular communication with tenants allows landlords to stay informed about any maintenance issues that need attention. Timely maintenance not only preserves the value of the property but also enhances tenant satisfaction and retention.

Emergency Situations

In case of emergencies such as fire, flood, or other disasters, effective communication protocols enable landlords to quickly communicate important information to tenants and coordinate necessary actions for their safety and well-being.

Feedback and Improvement

Open communication channels encourage tenants to provide feedback on their living experience, which can help landlords identify areas for improvement and make necessary adjustments to enhance the property and overall tenant satisfaction.

How to improve Communication?

Landlords can improve communication with tenants in several ways:

Establish Clear Channels

Provide tenants with multiple communication channels such as email, phone, text messaging, and a designated online portal for reporting issues or asking questions.

Be Responsive

Respond promptly to tenant inquiries, requests, and concerns. Acknowledge receipt of messages even if a resolution will take time, to reassure tenants that their communication is valued.

Regular Updates

Keep tenants informed about relevant information such as upcoming maintenance schedules, property improvements, or changes in policies. Regular newsletters or email updates can be effective for this purpose.

Use Technology

Utilize property management software or apps that allow for easy communication, maintenance requests, and rent payments. These platforms streamline communication processes and provide a centralized hub for tenant interactions.

Provide Documentation

When communicating important information or decisions, provide written documentation such as notices, letters, or emails to ensure clarity and avoid misunderstandings.

Be Transparent

Foster transparency by openly sharing information about rent increases, status of repairs, property inspections, and any other relevant matters that may affect tenants.

Listen to Feedback

Encourage tenants to provide feedback on their living experience and actively listen to their suggestions, concerns, and complaints. Address any issues raised and take appropriate action to improve tenant satisfaction.

Maintain Professionalism

Maintain a professional demeanor in all communications with tenants, even in difficult situations. Respect their privacy, confidentiality, and rights as renters.

Follow Up

After resolving an issue or addressing a concern, follow up with the tenant to ensure that they are satisfied with the outcome and to reinforce the importance of open communication.

By implementing these strategies, landlords can establish effective communication practices that enhance tenant satisfaction, promote a positive landlord-tenant relationship, and contribute to the overall performance of the rental property investment.