Property management: how to handle tenants’ requests and rent reminders by phone
Sado AI team · · 4 min read
In short
A company that rents out many flats or offices has calls going both ways. Tenants call in: the air conditioner is broken, a key is lost, there’s no hot water. The company calls out: rent is due soon, the lease is ending, a move-out check is needed. On every request, note the property, tenant, problem and when a technician can get in. Make reminders on a calendar, politely and without pressure. Both sides can be handed to an AI voice operator, in Uzbek and Russian.
What to record in a tenant’s request
A complete request means the technician fixes it in one visit. Ask on every call:
- Property and flat or office number: “Which building, which flat?”
- The tenant’s name, to match the lease.
- What’s broken and since when: “Since last night the AC only blows air.”
- When the technician can get in: is the tenant home, or who has the key.
- Is it urgent: water leaking, a door that won’t open, no heating in winter. Transfer those to a manager at once.
Don’t promise on the phone who pays for the repair: it depends on the lease, and the manager decides.
A reminder call calendar
For example, for monthly rent this order works well. Adjust the days to your own lease:
| When | Call | Key line |
|---|---|---|
| 3 days before rent is due | Rent | “The 5th of November is rent day, the amount as in your lease.” |
| 2 days after the due date | Polite reminder | “We can’t see the payment yet. Could you check?” |
| 30–45 days before the lease ends | Renewal | “Are you staying for another year?” |
| 2–3 days before moving out | Move-out check | Time, keys, meter readings |
| The day after a repair | Quality | “Did the technician finish, is everything fine?” |
Sample: a lease renewal call
Ask early: if the tenant leaves, you have time to find a new one.
Sado: Assalomu alaykum, this is Malika from Tinch Makon rentals. Am I speaking with Jasur?
Caller: Yes, go ahead.
Sado: Your lease ends on 30 November. I wanted to ask if you’re staying another year.
Caller: Probably, yes. Will the price change?
Sado: For a one-year renewal the price stays the same. A manager prepares the contract; when should he call you?
Caller: Tomorrow afternoon.
Sado: Fine, the manager will call tomorrow after three. Thank you, Jasur!
The company and terms are an example. If the price changes, the operator quotes only the new price you gave it.
What not to do in a rent reminder
- Don’t threaten or raise your voice: say “we can’t see the payment yet”, not “you’re late”.
- If someone else answers, don’t mention the debt; say you’ll call back.
- Don’t call too early or late: for example, 10:00–20:00.
- If they say “I’ve paid”, don’t argue: note it for the accountant to check.
- Don’t promise to cancel late fees or give discounts on the phone. Leave legal questions about the lease to a lawyer.
Handing both sides to an AI operator
Sado answers tenants’ calls day and night, asks your questions and saves the request as fields. Your rule makes it transfer urgent requests to a manager’s phone. If it doesn’t know an answer, it says a manager will call back and creates a task. More: AI call answering for real estate.
For reminders, upload the tenant list as an Excel file to Auto-calls, write what the call should say and set the days and hours. The operator talks with each tenant live and, if asked to “call in the evening”, calls back then. That’s Sado’s outbound calls; preparing the list: calls from an Excel list.
Each call’s recording and transcript are in the portal, and in Bitrix24 if you use it. Try it live or call 78 778 01 23.
Questions
Is it fine to call tenants about rent?
Yes: they’re your customers and you’re calling about their own lease. Be polite, never discuss the debt with others, and leave legal questions to a lawyer.
What if the tenant is a foreigner?
Sado speaks Uzbek and Russian. Leave tenants who speak another language off the reminder list and have a manager call them.
How much do reminders cost?
Only talked minutes: 800 so‘m a minute, no monthly fee. For example, 150 one-minute reminders a month: 150 × 800 = 120,000 so‘m.