Category Archives: communication


Dos & Don’t of Newsletters in Associations 

Good communication is a hallmark of being a good property manager. From connecting personally on lease signing day or move-in day to keeping renters apprised of happenings around the property throughout the year, communication is key to keeping the property running smoothly. 

One method of communicating that we have discussed at length over the past few years is the use of email blasts and newsletters to keep all unit owners informed of what may be going on whether it is a repair ongoing and that workmen may be around the property to notification of parking rules during the snowy season. Newsletters can convey important information in a concise and accurate manner that can be referred back to over and over. 

There are some rules to sending newsletters, however, that property managers should be aware of. Here is our quick list of what to include in your newsletter and what to avoid each time you send a community newsletter. newsletter

Do …

Things that you will want to include in your newsletter or email blast should be timely information. For instance, if any information has changed with your community amenities such as swimming times at the pool or tennis sign-up times during the summer weather or contractors who will be snow plowing in the winter months. This helpful info should be included in your newsletter. Community members want to know what their rent/HOA dues are being spent on and this will help them understand. 

Additionally, include in your newsletter a list of important dates such as the last day to pay rent before a late fee is added on or the day that landscapers will be on the property for regular maintenance. Community members should be made aware of third-party contractors who will be on the property. 

As you write these newsletters be sure to write well and be pleasant with any requests or reminders. Don’t forget to proofread! stop

Don’t …

Newsletters are not a place to list grievances about the property such as litter or unpaid bills. Leave those items off your newsletter but use gentle reminders instead. 

Do not get personal on a community newsletter that is being sent to the whole community. There is no need to call someone out for late payment or other infractions on a community newsletter. Keep that information private. 

On that same note, newsletters should be informative but avoid sticky situations such as mentioning any issues that may be between two tenants. Keep that private as well. However, if the root of the problem was a miscommunication, this would be a good place to remind everyone of the guidelines so that there will be no misunderstanding, such as quiet hours or trash collection rules.

The ultimate goal of a community newsletter is to be informative, and helpful, and keep your tenants in the loop. If you stay in that realm while you write, your newsletter should be a positive communication device for your property. 


3 Ways to Cultivate a Positive Community 

Now that the new year has arrived, we can all look at things around us in both our personal and professional lives as a clean slate – tabula rasa. The magical thing about the new year is that new goals can be created and hopefully accomplished over the course of the next few months. 

If one of your goals as a property owner, property manager, or landlord is to cultivate a positive community, today’s blog is for you. 

The benefit of managing and living in a positive community is seen on both sides. For tenants, a sense of community can mean attention to needs such as community security or prioritizing maintenance. For managers, a sense of community can mean less turnover of units which can be a hassle to fill regularly. 

Let’s take a look at three ways property managers can help cultivate a positive community to the benefit of all. tools for repairs

Be Proactive 

Staying on top of maintenance concerns or property issues should be the top priority for most managers or landlords. 

To do this, many adopt the practice of maintaining impeccable repair and maintenance records. Knowing how long it’s been since a part has been replaced and what plumbers or electricians have quoted as a lifespan of a system or appliance means property managers can be proactive in scheduling much-needed repairs. 

For instance, if an HVAC professional mentions that the furnace will need to be cleaned prior to the winter, property managers can use software to remind them of the need and make sure it is scheduled before the temperatures drop in your region. 

Pro-tip – Keep communication with unit owners and residents open. They can discuss concerns and issues they may not want to bother you with until it becomes more urgent. However, those conversations can be keys to understanding the health of the community. 

Use Technology 

As mentioned above, technology can be a property manager’s best friend. The newest software allows residents to pay rent online, request repairs via an online portal, and communicate with managers about issues that have arisen. 

Pro-tip – Keep multiple forms of technology open. For instance, not all of your tenants will be computer savvy. They may need more traditional forms of communication to express their concerns. 

Prioritize Communication

Property managers need to be good communicators. After all, they will be dealing with people from all different walks of life and it will be necessary to juggle many needs all at once. 

To keep lines of communication open, you should have multiple methods which can be used to contact you such as your community’s portal, email, texting, calling, and good old snail mail. Be sure to put parameters on when customers can reach out or for what reasons it is appropriate to call or text outside of that time. Obviously, emergencies take priority on calls and texts but have regular hours daily that your community members can reach out to you. 

Pro-tip – Send out a digital newsletter that lets everyone know announcements such as the anticipated arrival of a big snowstorm and when cars will need to be moved for plowing in your parking lot. 

woman communicating on the phone

How To Build Better Communication with Tenants 

Regular communication is an absolute must between property management companies and their tenants. Need the parking lot clear of cars for winter plowing? You’ll need to communicate that with your renters. Renters, have a question or concern about a repair that needs to be completed? They’ll need to have communication access with the landlord or property management company. 

Whether it’s a big or small issue, renters and landlords alike need a reliable method to get communicate with each other. This is especially true in the case of a time sensitive or emergency issue. 

Here are a few ideas on how to open the lines of communication and keep them open. 

communication avenues

Provide Multiple Communication Avenues 

Not everyone communicates in similar manners. Some are comfortable with leaving a voice message or email to communicate an issue, while others feel more accustomed to using software to put in a request for repairs. 

Depending upon the urgency of the issues, different communication avenues may need to be used. For instance, if a tenant has a burst pipe and needs immediate attention, there should be an emergency number that can be used in those instances where someone will respond right away. 

Similarly, if there is an event, such as annual tree trimming that requires informing all residents of the sudden appearance of tree cranes and trucks, a simple email blast may be appropriate for communication. 

During winter, when walkways, driveways, and parking lots will need to be cleared of unit owner’s cars so that the plows may do their work a text message can alert renters when they should move their vehicles. 

As you can see, three different scenarios of varying urgency require different avenues of communication. We suggest that you open up several lines of communication including the use of software apps to schedule repairs or voice a concern, an emergency number for instant response, an email connection, and texts for timely response. Additionally, many communities have a community board where announcements can be placed to ensure that everyone gets the messages. 


Give Fast Feedback 

No one likes to wait for days on end to get a response. Whether you are the property manager or a renter, try to respond to emails, texts, and calls in a timely manner. This is especially important if scheduling repairs or other timely events. 

Fast feedback doesn’t imply that you will need to rush to respond, but rather respond when you have accurate information to help speed along communication. 

Be Professional 

In this day and age where keyboard warriors feel entitled to respond with anger or frustration, be sure to keep your communications professional. That means be honest and open with what the issues may be without losing patience. Remember that you get more bees with honey than vinegar! 

Good communication starts from the moment the lease has been signed. Introduce yourself and be friendly and open about your concerns. Contact us with your leasing and rental concerns.