Should Tenants Email or Text Property Managers About Issues?

[Sami Gren]

I’ve noticed that some tenants tend to text the property manager directly when maintenance issues arise. I’m curious to hear what others think: Is it better to ask tenants to send these requests via email instead of text? What are the pros and cons of each approach?

I’d love to hear your thoughts and experiences

[Drew Sygit]

Tenants ALWAYS want what is easiest for them.

Unfortunately, as others have pointed out, messages sent via random channels can actually cause chaos.

Structure is needed, which a percentage of tenants will NEVER like:(

We only allow emergency issues to be done via phone or SMS - known as "blood or flood" in the industry. Otherwise, tenants think everything is an emergency or urgent.

All other maintenance requests are required to be put in writing - via an entry in a tenant portal or an email to a specific Maintenance Dept shared mailbox. Anything else is politely refused. 

We do not allow communications via staff cell phones - can't be tracked and can cause major issues.