Landlord Communication Policy
Written by Artyom Meltonyan
Updated at September 1st, 2025
PURPOSE
To establish clear guidelines and procedures for effective communication within the Landlord Support Department. This policy aims to streamline communication channels, enhance efficiency, and ensure consistent and professional interactions with landlords, tenants, and internal stakeholders.
SCOPE
This policy applies to all employees within the Landlord Support Department. It encompasses communication with landlords, internal departments, and any external parties involved in property management operations
DEFINITIONS
| Term | Description |
| Communication Channels | Various methods used for communication, including but not limited to email, phone calls, messaging platforms, and in-person meetings. |
| Internal Stakeholders |
Employees within Deluxe Holiday Homes involved in property management operations, including but not limited to property managers, maintenance staff, and accounting personnel.
|
| External Parties | Individuals or entities outside Deluxe Holiday Homes involved in property management operations, including contractors, vendors, and regulatory authorities. |
ROLES AND RESPONSIBILITIES
| Responsible | Description |
| Landlords | Responsible for providing accurate information about their properties, adhering to contractual agreements, and collaborating with Deluxe Holiday Homes to optimize property performance. |
| Owner Support Team | Responsible for facilitating the onboarding process, providing necessary resources and support, and ensuring effective communication with landlords throughout the partnership. |
| Technical Support Team |
Provide assistance with technical issues related to communication tools and platforms. Ensure the smooth functioning of communication channels to avoid disruptions in service.
|
| Department Head | Oversee the implementation of communication protocols within the Owner Support Department. Ensure that communication channels are functioning effectively. Address any communication-related issues or concerns raised by team members. |
POLICY
- Timely Response: All communication from landlords and tenants must be acknowledged within 2 hours. Responses to inquiries or requests should be provided within a reasonable timeframe, considering the nature and urgency of the matter.
- Personalized Communication: Responses to inquiries should be personalized and tailored to address the specific needs and preferences.
- Provide Detailed Information: Ensure that inquiries are addressed comprehensively, providing detailed information about the landlord inquiry.
- Follow-Up: In cases where a response requires additional information or follow-up, ensure that the landlord is kept informed of the progress and provide updates as soon as possible.
- Escalation Procedure: In cases where communication issues cannot be resolved promptly or require higher-level intervention, employees should escalate the matter to their immediate supervisor or the Department Manager. Clear guidelines for escalation procedures should be followed to ensure timely resolution and customer satisfaction.
- Professionalism and Courtesy: All communication, whether verbal or written, must be conducted in a professional and courteous manner. Employees should refrain from using offensive language or engaging in disrespectful behavior during interactions with landlords, or colleagues.
- Documentation: Important communication, including agreements, requests, and resolutions, should be documented accurately and stored securely for future reference. Employees must maintain confidentiality regarding sensitive information exchanged during communication with landlords, tenants, and internal stakeholders.
- Use of Communication Tools: Employees should utilize designated communication tools and platforms provided by Deluxe Holiday Homes for official correspondence. Personal communication devices and channels should not be used for conducting official business unless authorized by management.
Policy Review:
This policy is subject to periodic review and revision to ensure it remains current and effective in managing damages and protecting the integrity of Deluxe Holiday Homes properties.