Effective Resident Communication: A Guide for Building Managers

Good communication is the foundation of successful building management. When residents feel informed and heard, complaints decrease, compliance improves, and your job becomes easier. Here’s how to master resident communication.

Why Communication Matters

Poor communication leads to:

• Frustrated residents who feel ignored
• Repeated enquiries about the same issues
• Complaints escalating to committee
• Rumours and misinformation spreading
• Lower resident satisfaction

Good communication creates:

• Trust between management and residents
• Faster issue resolution
• Better community atmosphere
• Fewer escalated complaints
• Higher resident retention

Communication Channels

Email

Best for: Detailed information, official notices, documentation

Tips:

• Keep subject lines clear and specific
• Use formatting (headings, bullets) for readability
• Include action items at the top
• Always include contact details

SMS

Best for: Urgent notices, reminders, short updates

Tips:

• Keep messages under 160 characters when possible
• Include essential info only
• Reserve for time-sensitive matters
• Always identify yourself/building

Notice Board (Digital)

Best for: Ongoing information, community updates, general announcements

Tips:

• Keep notices current (remove outdated ones)
• Use clear headlines
• Include dates for time-sensitive info
• Make important notices stand out

Resident Portal

Best for: Self-service information, maintenance tracking, documents

Tips:

• Keep information up to date
• Make navigation intuitive
• Promote portal adoption
• Respond to portal enquiries promptly

In-Person

Best for: Sensitive issues, complaints, building relationships

Tips:

• Be approachable and visible
• Listen more than you talk
• Follow up in writing when needed
• Maintain professional boundaries

Types of Communication

Proactive Communication

Don’t wait for residents to ask—inform them first:

Regular updates

• Monthly building newsletter
• Upcoming maintenance schedule
• Seasonal reminders (storm preparation, etc.)

Issue updates

• “We’re aware of the lift issue and a technician is on the way”
• “The pool will reopen tomorrow after maintenance”
• Progress updates on ongoing works

Community building

• Welcome messages for new residents
• Community event announcements
• Positive news (awards, improvements completed)

Reactive Communication

Responding to resident contacts:

Enquiries

• Acknowledge quickly (same day)
• Provide clear, complete answers
• Direct to appropriate resources

Complaints

• Acknowledge the concern
• Explain what you’ll do
• Follow up when resolved
• Document everything

Maintenance requests

• Confirm receipt immediately
• Provide expected timeframe
• Update when status changes
• Confirm completion

Communication Templates

Having templates ready saves time and ensures consistency.

Maintenance Acknowledgment

Subject: Maintenance Request Received - [Issue Type]

Dear [Resident Name],

Thank you for reporting [issue]. We've logged your request and assigned it reference number [XXX].

Expected response time: [timeframe based on priority]

You can track the status of your request at [portal link].

If this is urgent, please contact [emergency number].

Regards,
[Building Manager Name]

Scheduled Maintenance Notice

Subject: Scheduled Maintenance - [Date] - [Area/Service]

Dear Residents,

Please be advised that [description of work] will take place on [date] between [times].

What to expect:
- [Impact 1]
- [Impact 2]

What you need to do:
- [Action if any]

We apologise for any inconvenience. This work is necessary to [reason].

Questions? Contact [details].

Regards,
[Building Manager Name]

Noise/Disturbance Reminder

Subject: Friendly Reminder - Building Noise Guidelines

Dear Residents,

We've received reports of [noise type] affecting other residents.

As a reminder, our by-laws request that residents:
- [Key rule 1]
- [Key rule 2]
- [Key rule 3]

Thank you for being considerate of your neighbours. If you're experiencing ongoing disturbance, please contact us.

Regards,
[Building Manager Name]

Handling Difficult Communications

Complaints

When a resident complains:

1. Listen fully before responding
2. Acknowledge their frustration
3. Don’t get defensive or make excuses
4. Explain what you can do
5. Follow through on commitments
6. Document the interaction

Bad News

When you need to deliver unwelcome news:

1. Be direct - don’t bury the bad news
2. Explain why - context helps acceptance
3. Focus on solutions where possible
4. Acknowledge impact on residents
5. Provide timeline if applicable

Escalations

When a resident wants to escalate:

1. Don’t take it personally
2. Provide escalation path (committee contact, etc.)
3. Document your actions thoroughly
4. Follow up after escalation is resolved

Building-Wide Communications

Before Major Works

Residents need to know:

• What work is happening
• Why it’s necessary
• When it will occur (specific dates/times)
• How long it will take
• How they’ll be affected
• What they need to do
• Who to contact with questions

Send initial notice 2-4 weeks before. Send reminder 1-2 days before.

During Emergencies

Priority information:

• What’s happening
• Is there danger?
• What should residents do?
• When will they receive updates?

Use fastest channels (SMS, building PA if available).

After Incidents

Provide closure:

• What happened
• What was done
• What’s being done to prevent recurrence
• Who to contact if affected

Using Technology Effectively

Resident Portal

A resident portal transforms communication:

• Residents submit and track their own requests
• Documents available 24/7
• Announcements reach everyone
• Reduces phone calls and emails

Read Receipts

Know who’s seen important notices. ComtyLink tracks which residents have viewed communications—useful for compliance-related notices.

Automated Updates

Let software handle routine updates:

• Maintenance request acknowledgments
• Status change notifications
• Reminder messages

This ensures consistency and saves time.

QR Codes

Place QR codes in common areas linking to:

• Maintenance request form
• Building information
• Emergency contacts
• Portal login

Communication Calendar

Plan your communications:

Measuring Communication Effectiveness

Track these indicators:

• Response time: How quickly you reply
• Repeat enquiries: Same questions = unclear communication
• Escalation rate: Issues going to committee
• Portal adoption: Residents using self-service
• Read rates: Who’s seeing your messages

Common Mistakes to Avoid

Information overload

Don’t send daily emails about minor issues. Residents will start ignoring everything.

Jargon and acronyms

Not everyone knows what “OC” or “AGM” means. Use plain language.

No follow-up

If you say you’ll update, update. Silence breeds frustration.

Inconsistent channels

Pick primary channels and stick to them. Don’t use email sometimes and SMS others for the same types of messages.

One-way communication

Create opportunities for feedback. Ask residents what they think.

Conclusion

Effective communication isn’t about sending more messages—it’s about sending the right messages, at the right time, through the right channels.

Key principles:

• Be proactive, not just reactive
• Acknowledge quickly, even if you can’t resolve immediately
• Use templates for consistency
• Leverage technology to automate and track
• Listen as much as you communicate

Want to improve your resident communication? ComtyLink’s resident portal and notice board make it easy to keep residents informed and reduce enquiries. Try free for 3 months.