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Resident Communication – 7 Tips to Communicate Better With Your Residents


They say that you can’t over-communicate with someone.  In the case of rental residents, it’s perhaps even more true. So whether by email, phone, text, pony express or carrier pigeon, staying in contact with your residents makes everything else with managing your rental unit easier. Here are 7 communication tips from the leader in Pittsburgh Property Management.

1 – Take the Emotion Out of it

Whether you have great residents or more challenging residents, you need to see the owner-resident relationship as a business venture. Treat the residents professionally, and don’t get attached or too personal. Communication should be honest, concise, and clear. 

2 – Do More. Lots More

From property management in Pittsburgh, PA to San Diego, CA, your residents deserve to hear from you often. Email, call, text, mail—it doesn’t matter, just make sure you’re staying in communication. With regular inspections and maintenance needs, your residents must always know what is happening around their home. 

3 – Have an Open Door Policy

The first thing you should do is make it clear that you are always available to talk to your tenants, and willing to respond to their questions. Especially when it comes to maintenance! There are many laws concerning emergency issues and unless you hire a management company, you need to be available 24/7. More non-urgent questions about their lease, a request for a rent payment extension, or an issue with a different part of your facility, tenants should always feel comfortable contacting you.

This “open door” policy has a number of benefits. It makes tenants feel valued and appreciated, it helps you keep on top of maintenance and repair issues, and it ensures that you foster an atmosphere of mutual respect with all of your tenants.

4 – Be Clear About Expectations

Nothing sours a relationship faster than unmet expectations. Be clear with your expectations. You and your residents will have a much better experience. Clear communication of expectations can start at the time of the lease signing. Have all expectations in writing in your lease. 

5 – Don’t Hover

Allow your residents to figure out how they want to live in the house, they do not want or need your advice on how to set up their household. You can focus on making the experience as streamlined and as easy as possible. Just keep yourself available should they have questions. Boundaries! Remember #4. Set expectations, and schedule some regular inspections to make sure they are keeping expectations/terms of the lease. But don’t hover.

6 – Be Honest

Loss of trust will destroy your relationship with your resident and leads to more vacancy. Be honest in your listing, expectations with repairs and maintenance,

7 – With Legal Issues, Certify your Mail

Many property management firms in Pittsburgh, including us, certify every piece of mail that goes out to the client. That way, they can ensure the communication was received or refused. Either way, a record is kept, and you can prove what has or hasn’t been done. This is so very important if you need to go to court.


Resident communication when managing your own property can be an overwhelming experience. The good news is that it doesn’t have to be that way. If you find a good property management partner in Pittsburgh (wink, wink…), many of these issues can be taken care of for you!

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