Ever since the outbreak of COVID-19, pretty much all aspects of life have been forever changed. So, what does that mean for business owners and their management teams? Well, as the economy continues to take a hit, unemployment rates rise, recently reopened states close again, and new cases steadily surge —it means there is a lot of uncertainty and unpaid rent.

Nonetheless, ask anyone in the real estate/housing industry, and they will tell you that they have not been afforded the luxury of being uncertain during this global crisis. Instead, definitive action has been required, especially from property managers and landlords. In particular, open lines of communication during this time are a must.

If you are like many property management professionals, you may have noticed that just responding to emails from concerned tenants here and there has not been enough. Thus, as an alternative to playing defense with tenant concerns, it might just be time to get on the offensive and effectively communicate with your tenants.

Be Prepared and Informative

One of the best ways to effectively communicate with your tenants is to be prepared. Just like everyone else, your tenants are going to have questions. Therefore, you need to be prepared to thoroughly answer those questions, while at the same time keeping everyone calm.

The best thing you can do here as a member of the management team is to keep yourself informed so that you can tackle the hard questions, emails, calls, and texts. It is also helpful to regularly post updates on your website, and possibly around your community. Some property management professionals are even holding virtual “town halls” with residents, which you may want to consider if you find yourself answering the same questions over and over again.

Likewise, live chats, text notifications, and chat boxes on your web page can help make communicating with residents and prospective tenants, who are searching for apartments for rent during this time, easier.

That said, it is highly recommended that you do not try to do all of these things at once. Rather, it is better to choose the most effective manner of communication for you and your tenants—and then stick to it. Not only will this keep you more organized, but it will also likely help you address all concerns, without any of them slipping through the cracks.

Anticipate Even More Questions

Moreover, even if you stick to a preferred method of communication with your tenants when addressing their COVID-19 concerns, you should still at least periodically check all other platforms. Remember, people are creatures of habit; thus, some people will call the office day and night---regardless of how many times you have informed them that the team is working from home or that you can best be reached by email.  Remember, the more available you are to discuss precautions, community safety measures, and the latest ongoing regarding COVID-19, the calmer your tenants will be.

Plan Your Discussion

Along those same lines, we suggest that you take the time to plan out your tenant discussions. Sure, there is always boilerplate language from the owners, which can be a resourceful tool, but that does not mean you cannot benefit from planning out what you are going to say to individuals in addition to your generic COVID-19 script. This will help you stay on topic and allow you to address tenant concerns efficiently. Of course, the tenant’s individual concerns will vary, but your overall message should still be the same.

Reassurance is Key

Besides being readily available for questions, you need to offer some reassurance. As briefly mentioned, many people are unemployed right now, and states have imposed clear guidelines/executive orders to ensure that no one is evicted for lack of paying rent. Therefore, you should aim to be understanding with your residents—imagine if you were in a similar boat. By reassuring your tenants that they still have a home in your community and that you are taking all the necessary precautions to keep them safe—they will feel heard and know that they are in capable hands.

Implications on Rent

There is no denying that COVID-19 has affected people’s ability to pay their rent. Though this is a touchy subject for many residents, a practical discussion needs to be had. Obviously, through no fault of their own, a tenant might be unable to pay rent. Thus, you should have clear instructions about what your residents should do in the event of an economic hardship. If you need some guidance yourself regarding such instructions, check out the National Apartment Association’s (NAA) website—there is information on how to handle economic hardships and general Center for Disease Control (CDC) resources.

Have Procedures in Place

In the event that a resident or tenant becomes sick, you should absolutely have a plan, as well as various procedures in place. Remember, if a team member, tenant, or any staff member tests positive and is diagnosed with COVID-19, then you are obligated to inform everyone. There are public health mandates, lease terms, and overall state regulations that say so. However, that does not mean disclosing who the actual tenant or team member is, as this would violate privacy regulations and laws. Thus, it is highly recommended that you speak with legal before publishing anything.

In addition to informing the necessary parties, you need a plan. By now, you and your management team should have devised clear procedures/policies in the event of a community outbreak. Both the CDC and the National Multifamily Housing Council (NMHC) recommend comprising a crisis team and an incident response plan ASAP. For more information or an overview of the NMHC’s suggested incident response plan, go to their website.

Be Proactive

In order to prevent the spread of COVID-19, obviously social distancing, wearing a mask in public or around the apartment complex, washing your hands, and regularly disinfecting high touch surfaces is crucial. Not only should these measures be readily observed by the property management team, but they should also be regularly communicated to your tenants or residents. Here, proper signage, social media updates, and even payment portal site notifications can be helpful in conveying the message.

Update Prospective Tenants

Ultimately, COVID-19 and its prevention are part of the new normal. The reality is, with or without a cure, life must go on. This includes day-to-day operations and people’s desire to move to new apartments. As a result, you need to be effectively communicating with your current residents, as well as your prospective tenants. This means updating office hours and the necessary contact information. Existing tenants should also be apprised of maintenance availability and procedure. Furthermore, both potential tenants and residents should be notified if the entire management team is working from home.

Lastly, if you are showing apartments by appointment only, as it has been recommended to do so, then you need to make that clear to potential tenants. You can add this pertinent information on your website and put a sign up on the leasing office door. If you are not accepting new tenants at this time due to potential outbreak concerns, then it helps to make that clear on your listings, social media accounts, and advertisements.

Take Away

Overall, these uncertain times are overwhelming for most, but it is important to keep in mind that this too shall pass. With proper communication, a clear plan, and effective policies in place—there absolutely can be light at the end of the tunnel.