Coronavirus: email to send to your tenants

General Landlording & Rental Properties
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Coronavirus: email to send to your tenants

Natalie Cloutier
Rental Property Investor · Ottawa, ON · Member since 2019 · 68 posts · 225 votes

I got a lot of questions on my Instagram yesterday about the email we wrote to our tenants addressing this outbreak so I decided to include the letter we wrote here in case it helps anybody :) I think a lot of landlords are struggling with coming up with the right words to explain how they’re willing to help but not to take advantage of them at the same time lol

****

NOTE: this is a Canadian version so you’ll have to edit it for the US.

*********

Hello,

We have been continuing to monitor the situation surrounding COVID-19. We are sending an email to all our tenants to address any job layoffs or lack of funds caused by this outbreak.

We understand these are unprecedented times and that a lot of people may be confused and uncertain, especially when thinking of their financial stability. If you are experiencing financial issues due to this situation, we recommend staying up to date with the several government programs offering financial aid to those in need and to apply as soon as they become available.

If you are directly affected by the COVID-19 because you are sick or quarantined and you have not yet applied for EI benefits, please submit your application as soon as possible. We've included the link for more information: (link)

If you are still worried of not being able to pay next month's rent or any future rents and have exhausted all your options through borrowing from family members or other, we ask that you please send us an email prior to the rent's due date explaining your situation along with proper documentation. At that point we will assess and come up with a plan together. 

In the meantime, we would also like to inform you that due to isolation requirements, any maintenance request will need to be postponed until further notice, unless of a major issue. 

We want to sincerely thank those who are working hard within the essential services of our community and to all others who are staying home to help avoid the spread. 

Our best wishes to you and your families. 

Rob & Nat

54Reply
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Most Popular Reply

Kirk R.
Peoria, IL · Member since 2013 · 967 posts · 383 votes
6y

I probably need to think of a response.  But I'm gonna wait for them to come to me. 

vs.  me communicating to tenants i guess you might not have my rent. 

44Reply
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  • Virginia Villalobos
    Member since 2019 · 1 post · 0 votes
    6y

    thank you everyone for your feed backs.  I agree with Maurice and not give the tenant too much leeway.  I think I will work with them but not give them an instant out.  I'm sure the bank won't be doing the same for me.

    0Reply
  • Account Closed
    Member since 2018 · 70 posts · 89 votes
    6y

    First off, @Natalie Cloutier thanks so much for sharing your letter.  This type of help is what makes this group so great. It may not match everyone's specific condition but there are some good ideas in there for most of us who haven't put together a letter/e-mail yet.  

    Like many of you, I'm going to wait until rent payment results are in.  My Property Manger, who is awesome, is great at communication and I've given her permissions to make the first move of assistance for those who can't pay full rent.  We have not discussed what to do with those that can't pay any rent but eviction is not an option and I'm doubtful that if I made it a note "due to be paid over .... months..." that it might not get paid even then.  So I'm thinking about an alternative that is helpful but pushes them to resume at least a part of rent as soon as they can.  

    Thanks all for your ideas and input.  Even the ones I may not agree with are helpful in my decision making.

    0Reply
  • Laura Cardenas
    Rental Property Investor · Rochester, NH · Member since 2018 · 58 posts · 39 votes
    6y
    @natalie cloutier - I respect that you send this email. I am appalled by the first couple of responses on this thread. I also emailed my tenants( I actually make a forum post about it too). We are opening (or keeping open) that line of communication. Clearly, different management styles from those who commented first. Many landlords I've spoken with (and respect) have chosen to send a proactive email! Keep on being a professional. Have a great day!
    1Reply
  • Account Closed
    Member since 2019 · 1k+ posts · 1k+ votes
    6y

    @Heather Frusco

    When given two options: prevent a problem ; solve a problem, choose wisely young grasshopper.

    2Reply
  • Glenn L Katz
    Ponte Vedra Beach, FL · Member since 2018 · 5 posts · 5 votes
    6y

    We have four properties with a total 36 units in Jacksonville, Florida. We follow a "value-add" investment strategy, so we only buy class "C" properties, but they have to have great locations. As such, 3 out of our 4 properties are within 2 blocks of the ocean and the 4th property is on the riverfront within a 5 minute drive to downtown Jacksonville. We spend whatever we think is necessary to get the properties, typically built in the 1930's and 1940's, from class "C" to as close to a class "A" property you can get with a property that old. We also present ourselves as extremely high service with respect to property management, treating all of our residents as "customers", and going out of our way to meet all of their requests. As a result, we've often been able to double the rents from the rates when we first purchased them. That's all a prelude to saying that the majority of our residents are definitely in the higher levels of the socio-economic range. With that, you'd think that even something as disruptive as the COVID-19 crisis would not negatively impact our residents' ability to pay rent. Well, we just received our first text from one of our residents informing us that she has been furloughed and asking if we have "considered any sort of reduced rent for this sort of situation".

    I feel very fortunate to have access to BiggerPockets and all the other real estate investors out there that are dealing with the same situation. I personally loved the letter that Natalie put together. As I said, we strive to provide a superlative customer experience for our residents.  As such, I think offering up a letter like Natalie's sends an extremely positive message to our residents. However, that doesn't mean that we're going to simply reduce the rent when they ask without being sure they have tried every other avenue to make the rent. And, if we do provide them with a temporary reduction, it will be pursuant to a plan that will get us paid in full before the end of the lease term.

    I'm offering up my version of Natalie's letter. I took what she wrote, put it in our Company's "voice" and added in an idea from one of Brandon Turners's posts - accepting credit cards to help residents pay their rent. For those of you interested, set out below is the letter we sent out:

    ****************************************************************************************************************************************************

    Dear Resident,

    Like most of you, we continine to monitor the situation surrounding COVID-19 and are sending you this email to address any job layoffs or lack of funds you may be suffering as a result of this crisis.

    We understand these are unprecedented times and that a lot of people may be confused and uncertain, especially when thinking about how this is affecting them financially. If you are experiencing severe financial issues due to this situation, we recommend staying up to date with the several government programs offering financial aid to those in need and to apply as soon as they become available. The most obvious program for those that have lost their jobs is Unemployment Insurance. The link below is for how to apply for Unemployment Insurance in Florida:

    https://www.stateofflorida.com/articles/florida-unemployment/

    In addition, we have now added the option on your tenant portal to pay your rent using a credit card. The advantage of this is it will allow you to defer paying your next month’s rent for the 30 day “float” period, and after that to only pay your monthly minimum, thereby helping you to preserve your cash during this exceptional time. Normally if you used your credit card to pay your rent on the tenant portal you would be charged a 2.95% convenience fee by our credit card processor. However, during these trying times, we will be absorbing the 2.95% credit card convenience fee.

    If you do not have access to a credit card and are still worried about either not being able to pay next month's rent or any future rents and have exhausted all the other options you may have, we ask that you please send us an email prior to the rent's due date explaining your situation along with whatever relevant documentation you may have. At that point, we will assess the situation and work with you to come up with a plan.

    In the meantime, we would also like to inform you that due to social distance recommendations, some of our maintenance contractors are taking time off. Therefore, some maintenance requests will need to be postponed. We will keep you updated on our ability to perform your specific maintenance requests on the tenant portal.

    We want to sincerely thank those who are working hard within the essential services of our community and to all others who are staying home to help avoid the spread.

    Our best wishes to you and your families.

    Glenn

    3Reply
  • Rich Trott
    Investor · Bangor, ME · Member since 2018 · 1 post · 4 votes
    6y

    Natalie,

    Thanks for posting.  I wanted to send along some additions to your letter that we added that will hopefully incentify our tenants to pay on time and/or work out a payment plan.  Its nice to be able to help, if possible.  I figured 90% is better than 0%.  Thanks again, Rich

    Dear Tenants,

    We have been continuing to monitor the situation surrounding COVID-19. We are sending an email to all of our tenants to address your individual needs at this time and rent payment options, if needed. Trott Properties is committed to being part of the solution as we move forward in these difficult times.

    We understand that a lot of people may be confused and uncertain, especially when thinking of their financial stability. If you are experiencing financial issues due to this situation, we recommend staying up to date with the several government programs offering financial aid to those in need and to apply as soon as they become available.

    In addition, Trott Properties will be taking the following steps to ensure our tenant family has opportunities to stay current and up to date. Please see all of the various options that we are implementing immediately.

    1. 1) RENT INCREASES SUSPENDED: Any rent increases that were due to take effect on April 1, have been suspended until further notice. If you’ve received notices for increases, please disregard and pay your previous months rental rate.
    1. 2) RENT DISCOUNTS: In the hopes of helping tenants during these trying times, any tenant(s) who pay their total rent balance in full by April 7th will receive a 10% discount on total rent amount as well as discounts on payments on any outstanding balances. (Example’s Below)
    1. Rent: $900 / 10% Discount: $90 / Total Amount Due: $810
    2. Previous Balance: $300 / Rent: $900 / 10% Discount: $120 / Total Due: $1,080

    **** 1) & 2) **** Any tenant(s) who have already prepaid April rent will have the credit balance and/or prepaid discount applied to their account.

    1. 3) WAIVED ONLINE CC FEES: ALL fees associated with online credit card payments will be waived. Please visit www.xxxxxxxxxxx.com to login or set up your account. If you need assistance with account setup, please call the office staff. (207) ***-****
    1. 4) WAIVED LATE FEES: If you are simply unable to make rent payments, and have exhausted all of your options through credit card payments or borrowing money from family members or other, communication of that is extremely important. Taken on a case by case basis, payment plans can be structured for future repayment. If communication lines remain open and payment plans have been made in writing, prior to the 15th of the month, Trott Properties will waive all associated late fees. Tenants who do not pay rent (full/partial) as of the 15th and decline to set up future repayment plans (in writing) will be assessed late fees, per your lease terms. Please contact the office to discuss options.

    Trott Properties is committed to making it work for all of our tenants in this trying time. Communication is key so please feel free to reach out at any time to navigate your path. In the meantime, we would also like to inform you that in conformance with the State of Maine and CDC regulations, our main office will remain closed until further notice. All payments will need to be mailed (check or money order *no cash*) or made online via credit card. In addition, any maintenance requests will be handled on an emergency basis.

    We want to sincerely thank you for your commitment through these difficult times and especially to those who are working hard within the essential services of our community. Please let us know how we can help. Stay safe and our best wishes to you and your families.

    Rich Trott

    Trott Properties


    4Reply
  • Tim Ryan
    Investor / Mentor / Contractor · Arcadia, CA Buying Out of State · Member since 2015 · 655 posts · 622 votes
    6y

    @Terry Dotson very good! Thanks.

    1Reply
  • John Patton
    Investor · Birmingham, AL · Member since 2016 · 315 posts · 206 votes
    6y

    @Daniel Peavey

    Amen to the taxes and insurance.

    It’s our butt on the line even if the property is paid off my cost is about $325 month for taxes insurance and maintenance. I guess I can take it out of the millions going to the Kennedy Center in Washington DC lol. Thanks

    2Reply
  • Josh Galdston
    Member since 2020 · 4 posts · 5 votes
    6y

    @Natalie Cloutier, Thank you for taking the initiative and sharing your letter. I commend you in your efforts. There is no right answer here and individual tenants will respond in a variety of ways depending on their circumstances. However, with a few exceptions, in my nearly 25 years of being a landlord, I have found that communicating and cooperating with tenants to resolve conflicts generates much more fruitful results for all. 

    2Reply
  • Kathy Kathman
    Tacoma, WA · Member since 2013 · 8 posts · 5 votes
    6y

    Here in Washington State our Governor recently put in motion an Eviction Moratorium. Landlords are now PROHIBITED from taking any of the following actions against tenants:

    Serving a tenant with a notice to pay rent or vacate their home, or

    Serving a tenant with a notice to terminate their tenancy when they are a month to month tenant, or

    Filing an eviction lawsuit against a tenant for the nonpayment of rent. 

    While this is all fine and dandy for large corporations that can handle some cash deferments, us little guys are going to run out of extra savings fast. It is understood that missed rent will still be owed, but it's going to be hard to collect as time goes on, your tenant is still in your rental without paying, and you're doubled up on mortgages. Fortunately my current tenants are still employed as I write this, and I know they will have no intention of using this as an excuse not to pay, however, it it does happen, once I'm out of reserves the only legal way I will be able to get someone out of the house is to sell it. Anyone else have rentals in WA state and are concerned about this?

    1Reply
  • Greg M.
    Rental Property Investor · Los Angeles, CA · Member since 2017 · 2k+ posts · 5k+ votes
    6y
    Originally posted by @Alexandra King:

    Landlords have vacancy funds. Many working poor tenants (living month-to-month) do not have eviction funds. Be kind landlords. Laurie Alexander, Keller Williams Agent

    I am so sick of this hokey liberal bull ****. Landlords, you saved up money penny by penny, lived below your means, refused to buy stuff that wasn't essential, and decided to forgo things like vacations and nice cars in order to invest in your future. Most other people didn't. They spent every penny they made (or more) and didn't save anything. Now is the time to help them out. Be kind. 😊💕

    The VAST majority of people living paycheck-to-paycheck in this country are doing so because they are irresponsible. F*** them! Landlords aren't their mommy. 69% of Americans have less than $1,000 in savings. What percent of those people honestly couldn't save up a penny over the years? While some may have had some financial set backs during the years and some are living in poverty, most of them would have been able to save up money if they had actually tried. They refused to. They put their wants of today ahead of proper responsible actions. 

    And I don't need any "these are unprecedented times" comments. The cause of this financial hardship might be unprecedented, but general financial hardship is not and should have been prepared for by everybody.

    Everyone needs to sacrifice is now the motto from those that never did and still only expect others to do. As a landlord, I sacrificed. I sacrificed by working two jobs, 80 hour weeks, clipping every coupon possible before going to the market, shopping around to find the best deal on essentials, living in a cramped one bedroom apartment, walking to work, not going on vacations, cooking at home, saving and investing every penny I could by living well below our means. I'm sorry, but us landlords already did our sacrifice. Now it's time for those that pissed away every cent they made to learn sacrifice. Pay the rent. Figure out a way. Turn off the cable, return the latest iPhone to the store, sell your jewelry, downgrade your car, list useless stuff around your home on ebay, get a roommate, whatever it is, figure out a way. And when things return to normal, start acting responsibly and save some of your money for an emergency. 

    7Reply
  • Claudette Furrer
    Member since 2017 · 1 post · 1 vote
    6y

    From Canada: I wrote a generic letter to all my tenants, then reached out to them individually. I made sure not to make promises. As well, I sent this on March 24,2020 before financial aid to renters was offered in our province. I am hoping this letter empowered them to look into all government grants, etc. for themselves. I agree, I am neither Social Services nor their government. 

    Here is what I wrote:

    This is a generic letter to all of our tenants in light of COVID-19 in BC

    We, like you, are having a hard time realizing the state of our country, province, and city today.

    We, like you, are trying to balance the health of our family.

    We hope each of you are taking this virus very seriously and following all of the protocols set our by our Provincial Health Officer, Dr. Bonnie Henry.

    We are listening very closely whenever the governing officials mention the words: “Landlord”, “Tenant”, “Mortgage” or “Rent”.

    Just like the virus, none of us are immune to the financial implications of our present and future.

    But for Today, March 24, 2020, we are going to assume that you can pay your rent for April 1, 2020.

    We hope that you are paying attention to all government subsidies that are available.

    Currently, there are no subsidies offered to Mortgage holders or tenants directly*.

    (*indirect avenues would be through Employment Insurance and/or Child Tax Benefits).

    If any of you need documents and/or forms filled out by your Landlord, we will reply quickly to speed any processing for you.

    We know you are very stressed just with keeping your family healthy.

    And we realize each of you are in unique situations.

    So, please call/text/email me directly if you need further clarification to your own unique situation.

    Again, this letter is relevant for today.

    Things change hourly…….so we adjust hourly.

    We will do our best to stay updated on the situation.

    Also, if you know of any programs that help tenants,

    could you please share them with me so I can share them to the other tenants we have?

    Sincerely,

    Cliff and Claudette

    We don’t know what the future holds

    But WE do know Him who holds the future

    1Reply
  • Christen G.
    Rental Property Investor · Seattle, WA · Member since 2017 · 383 posts · 248 votes
    6y
    Originally posted by @Heather Frusco:

    @Natalie Cloutier @Patrick M. @Christen G. @Account Closed

    To be honest if you 'feel' like you have to send a preemptive letter to remind your tenant of their responsibilities... and the apparent world around them, just asking for trouble. This why rent is still due during COVID-19:  

    https://www.biggerpockets.com/forums/52/topics/819227-why-is-rent-still-due-during-covid-19

     Appreciate your input - I think we probably have very different tenant bases. :)

    0Reply
  • Zac Boelkow
    Port Richey, FL · Member since 2016 · 129 posts · 48 votes
    6y

    I like the proactive approach. Typically I am very proactive over reactive. This time, regarding covid 19, I will be reactive. Some of my tenants are not financially affected by this while others will be. I have already established, with my tenants, the proactive approach in regards to paying rents or being late. Personally I have my tenants trained to call with issues and they know that I am understanding and willing to negotiate or help figure out whatever situation we get in to...

    Personally I believe in being debt free with emergency funds. If people have that then rents are not an issue. My issue is I need to pay my bills on time. My tenants issues are my tenants issues until they call me... 

    No one approach is going to work across the board.  I am researching rent assistance programs so I can give any info to my tenants if they fall short during this time..

    1Reply
  • Michael Lenahan
    Rental Property Investor · Philadelphia, PA · Member since 2015 · 95 posts · 53 votes
    6y
    Originally posted by @Natalie Cloutier:

    I got a lot of questions on my Instagram yesterday about the email we wrote to our tenants addressing this outbreak so I decided to include the letter we wrote here in case it helps anybody :) I think a lot of landlords are struggling with coming up with the right words to explain how they’re willing to help but not to take advantage of them at the same time lol

    ****

    NOTE: this is a Canadian version so you’ll have to edit it for the US.

    *********

    Hello,

    We have been continuing to monitor the situation surrounding COVID-19. We are sending an email to all our tenants to address any job layoffs or lack of funds caused by this outbreak.

    We understand these are unprecedented times and that a lot of people may be confused and uncertain, especially when thinking of their financial stability. If you are experiencing financial issues due to this situation, we recommend staying up to date with the several government programs offering financial aid to those in need and to apply as soon as they become available.

    If you are directly affected by the COVID-19 because you are sick or quarantined and you have not yet applied for EI benefits, please submit your application as soon as possible. We've included the link for more information: (link)

    If you are still worried of not being able to pay next month's rent or any future rents and have exhausted all your options through borrowing from family members or other, we ask that you please send us an email prior to the rent's due date explaining your situation along with proper documentation. At that point we will assess and come up with a plan together. 

    In the meantime, we would also like to inform you that due to isolation requirements, any maintenance request will need to be postponed until further notice, unless of a major issue. 

    We want to sincerely thank those who are working hard within the essential services of our community and to all others who are staying home to help avoid the spread. 

    Our best wishes to you and your families. 

    Rob & Nat

    Thanks you for sharing your letter.

    When you sent the letter to your tenants what percentage got back to you saying that they couldn’t pay their rent?
     

    0Reply
  • Natalie Cloutier
    OP
    Rental Property Investor · Ottawa, ON · Member since 2019 · 68 posts · 225 votes
    6y

    @Michael Lenahan 0 actually! But they didn’t all reply because we often send general emails like this to all our tenants and they know they don’t have to reply. Those that did reply were the ones we were most worried about and they said they appreciated our email and that they will be fine for April :)

    0Reply
  • Byron Hunter
    Real Estate Agent · Dallas, TX · Member since 2017 · 7 posts · 4 votes
    6y

    wow, too much criticism! I appreciate the post and happy to learn how others are approaching this.

    Since I only own 2 rentals, I simply texted my tenants. Instead of bringing up the topic of rent, I asked questions like their health, their needs, and if their basics are being met. I let them choose what they share with me. 

    Both were open with me saying their employment is still okay. 1 even texted me today (6 days before rent is due saying he has a check ready for me to pick up). 

    Because I screened my tenants well, I can be personable/real with them and they with me... Without them abusing that relationship. 

    Thanks for the post.


    2Reply
  • Merle Svenson
    Durham, NC · Member since 2018 · 30 posts · 23 votes
    6y

    Very respectful and politely put! I love it, would definitely use this email.

    1Reply
  • Lucinda Toope
    Chester, VA · Member since 2018 · 30 posts · 5 votes
    6y

    Love it, well said!

    1Reply
  • Jim Brothers
    London Ontario, Canada · Member since 2019 · 4 posts · 0 votes
    6y

    This was a good letter. This situation is not about you the Landlord with all kinds of money it's about them. Its your customers that you rely on for your freedom. We may have a little more kindness up here in Canada eh!

    0Reply
  • Jon Segura
    Rental Property Investor · Philadelphia, PA · Member since 2018 · 42 posts · 9 votes
    6y

    i rather wait they tell me

    0Reply
  • Kris Bucci
    Developer · Victoria, BC · Member since 2018 · 115 posts · 73 votes
    6y

    Hey everyone I’ve sent 3 letters thus far, each with a bit more information as things were released.  I was open that the mortgage deferal was not a real benefit and would be a last resort.  Yes I started with health and everything, I put information about relief efforts, and ended with options:  1.Pay rent as per normal using relief measures 2. Pay with a Credit Card. 3. Payment plan which would require proof.  

    I was honest with them and I have received word back from 8 out of 10.  1 stated they may have problems starting May 1 if they can’t get all the government relief.  Others offered to help us in any way they could.


    All this to say, be honest treat them as an equal and remind them we are struggling together. 

    0Reply
  • Jim Brothers
    London Ontario, Canada · Member since 2019 · 4 posts · 0 votes
    6y

    Yes, we are all this mess together. I am not sure from my reading of mortgage relief if it was not a high ratio loan insured by CMHC, we are not able to put missed payments into the outstanding loan balance or re-amortize the loan.

    0Reply
  • Jay C.
    Seattle, WA · Member since 2014 · 308 posts · 170 votes
    6y

    We have several of these same topic threads on here. All mixed replies.  I just look at that avatar and I get it. Its the age of the landlords. The touchy feely micro manage types. No disrespect here its the texting millennial generation. If someone sends you a text you reply. I get its communication volleyball generation.  

    In the old days and still holds true power is in silence. Leases in general are very solid and enforceable. They have no cracks in them but make no mistake these letters install those cracks and create tenet options and limit Landlord options. These letters also recommend the tenant's take certain financial measures. I believe that's meddling in personal finance. 

    I guess to wrap I have nothing against these letters. They may be prudent at one point when things decay. To serve them up prior to any indication of trouble is just losing landlord high ground and enforceability in the future. Hey I hope it works out for you.

    4Reply
  • Alexandra King
    Real Estate Agent · Santa Barbara, CA · Member since 2013 · 49 posts · 14 votes
    6y

    The nurses, gardeners, clerks, artists and teachers you claim are losers, living paycheck-to-paycheck, not saving - pay your rent and so help you acquire the wealth you are achieving now as an investor. Many of them cannot save money because it all goes to the rent their landlady/lord is charging them. Be grateful for them not disdainful.

    Being a successful investor does not mean you have to lose your soul, Greg. This is  a pandemic - the type of event that brings out the best in humanity - if one is human to begin with:) Alexandra, Real Estate agent, artist, republican and hard working tenant.

    1Reply
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