As a landlord, you tenants are almost like your clients. You need to keep them happy in order to maintain a good relationship and keep them happy so that you can make some money. If tenants have queries and need you to reply to them, you should always make sure you keep up the correspondence. Don’t leave your tenants without the support they need.
You should always reply to tenant queries as soon as you can. This is especially important if it is an emergency situation. Your tenants should have a way of getting hold of you in an emergency situation, such as a mobile number they can call that will be answered 24/7. You or your letting agent need to have access to this number at all times.
Once you have had an enquiry, prioritise the actions you need to take afterwards. If it is a property repair, this always needs to take priority to ensure safe living conditions.