How Should You Communicate With Your Tenants in Prague?

Just a generation ago, the only way to contact tenants was by phone – a landline, of course. Another option was knocking on their door. In any case, “Sorry, I wasn’t home” was the classic excuse of problematic tenants.

That excuse is long gone. Everyone is reachable 24/7 – if they want to be found. While the technical barriers to reaching your tenants are a thing of the past, there are now new social conventions and legal rules about when and how to contact tenants – which may leave you wondering what the best communication method is today.

There’s no one-size-fits-all solution, because each communication method serves a different purpose. In this article, we’ll outline specific considerations that may lead you to prefer one method over another, provide tips for optimizing each channel – and most importantly, help you understand the relevant regulations and social norms.

Phone

It may seem old-fashioned, but sometimes there’s no substitute for a real conversation. Situations that call for this include:

Emergencies – when you need to contact tenants urgently, phone calls are a valid option.
Friendly reminders – a quick and polite call can prevent late notices or lease violations and help avoid tension.
Clearing the air – while emails and texts are convenient, they often lack the nuance needed to resolve issues cooperatively.

When to Call?

Calling tenants too frequently increases frustration on both sides – missed calls, unanswered voicemails, etc.

The key is patience and courtesy. While younger generations are often phone-averse and prefer emails or texts, here are a few tips to help make your calls well-received:

Be professional: Always start with your name and the reason for your call. Avoid excessive small talk or vagueness – this may irritate tenants and cause misunderstandings.
Leave detailed voicemails: Don’t just say “Call me back.” Your voicemail could potentially be used as legal evidence, so keep it clear, respectful, and informative.
Add a personal touch: A polite tone and a warm closing like “have a nice day” or “happy holidays” show genuine care.
Call only during business hours: Unless it’s an emergency, respect tenants’ privacy and call only during regular working hours – and only for business purposes.

Are Phone Calls Legally Binding?

As noted above, politeness is key – but does a call create a binding legal obligation? If you verbally accept a prospective tenant, does that mean a legal lease exists?

It depends on the country. In most cases, the answer is no. Still, we recommend making it clear that nothing is final without a signed lease or written agreement.

That said, it’s wise to document phone conversations – either by logging notes in your property management software or sending a follow-up email. This helps support any verbal agreements.

Email

Email is ideal for many tasks that phone calls can’t handle, such as:

Sharing visuals: Photos, graphs, etc. – email is the best channel for sending these.
Reminders: Most property management systems send automated rent notices, charges, and late payment reminders by email, saving time and effort.
Group updates: For building repairs, new policies, or maintenance projects, group emails are efficient – especially if you manage multiple units.
Document storage: Emails provide a timestamped record, which is critical in the event of future disputes.

When to Email?

Every email should be clear and professional. If your emails are disorganized or vague, your communication – and cooperation – with tenants will suffer.

Worse – if your emails serve no clear business purpose, they may be considered spam, which could have legal consequences. To avoid this, follow these guidelines:

Always include your contact info, such as a digital signature.
Double-check that all mentioned attachments are included before sending.
Schedule emails to be delivered during business hours. You may work nights or weekends – your tenants probably don’t.

Are Emails Legally Binding?

The short answer is yes – emails can be considered written records and may hold legal weight.

However, they are typically not considered binding for issues like lease terminations, violations, or evictions. Again, it depends on the laws in your location – always consult a lawyer or your management firm.

Text Messages – Why Use SMS?

To ensure your message is read. SMS has a 99% open rate, and 94% are read within 5 minutes – so tenants can’t claim they missed your call or the email went to spam.
Accessibility. Even tenants without smartphones can receive texts. Email requires internet access and an email account.
Response rate. People respond to texts 6–8 times more often than to emails, according to this study.
Modern image. Using SMS shows you’re tech-friendly and millennial-aware.

That said, every tenant is different – some may dislike texts or be unable to receive them. The best approach is to discuss communication preferences before signing the lease – and include it in the contract if possible.

How to Send SMS Effectively?

First, get tenant consent to receive texts. It’s best to include this in the lease agreement, specifying accepted communication methods.

Second, set expectations. Tell tenants how often you’ll text and what types of info you’ll send.

Limit texts to important reminders like rent due dates or maintenance notices. Every text should be purposeful – so tenants pay attention and respond.

Also, give tenants clear guidelines for texting you back. Make sure they know that critical matters – like lease termination or late rent – must be handled in writing, as stated in the lease.

Are SMS Legally Binding?

As of now, most legal systems do not consider SMS to have the same weight as emails – let alone formal written notices.

Therefore, always print or save any important documents – especially lease changes, rent increases, or eviction notices. SMS should be used for reminders or to reinforce written communication.

In Summary

When communicating with tenants, consider the purpose, urgency, and legal documentation requirements of your message.

Then think about your tenants. Millennials and Gen Z may prefer texting – but preferences are personal and always evolving. Many people still favor phone calls over digital messages.

Instead of making assumptions based on age or stereotypes, just ask your tenants what they prefer – and adapt your communication accordingly.