How to communicate with tenants (and keep a record)
Updated
The short answer
Use one written channel for everything, set expectations for response times, put important things (rent changes, entry notices, repairs) in writing, stay friendly but professional, and keep every conversation where you can find it later.
Use one channel, in writing
Phone calls are quick, but nothing is written down. Texts get mixed in with personal messages and are lost when a phone is replaced. Picking one written channel per tenant means you can always look back at what was said and when.
Set expectations at move-in
- Where to send messages and repair requests
- How fast you usually reply (for example, within one business day)
- What counts as an emergency and how to reach you for one
- How and when rent is paid
Put important things in writing
Rent changes, notices to enter, lease renewals, and repair commitments should always be written. Some notices also have legal requirements — such as how much notice you must give, or how a notice must be delivered — that depend on your state, so check before relying on a message alone.
Keep it friendly and professional
Short, polite, and specific messages prevent most disputes. Confirm dates and times, avoid arguing over text, and follow up a phone call with a short written summary.
How Keytidy helps
Keytidy gives each tenant a single conversation with you, with read receipts, separate from your personal texts. Maintenance requests have their own comment threads, so repair discussions stay with the repair.
Common questions
- Should landlords text tenants?
- Texting is fine for quick questions, but a single written channel that you control makes it easier to keep records. Important notices should always be in writing and follow your state's notice rules.
This guide is general information, not legal advice. Landlord–tenant laws vary by state and city.