Most landlord-tenant disputes don't start with a legal problem — they start with a communication breakdown. A missed message, a verbal promise that was never confirmed, a tone that turned a manageable situation into a grievance. By the time the LTB gets involved, both parties are usually pointing to moments where the other person "should have known."
The landlords who avoid the LTB are almost always the ones who communicate clearly, in writing, and early. Here's how to build that habit.
What Ontario Law Requires in Writing
The Residential Tenancies Act specifies that certain communications must be delivered in writing using proper forms. Verbal equivalents are not accepted at the LTB, regardless of whether the other party heard and acknowledged them.
These items must be in writing:
Rent increase notice — A valid rent increase requires a written N1 form delivered at least 90 days before the increase takes effect. A verbal mention that "rent is going up next year" has no legal force. See our post on how to increase rent in Ontario for the full process.
Entry notice — Except in emergencies, you must provide 24 hours written notice before entering a rental unit. The notice must state the reason for entry and the proposed time. A text message that says "coming by tomorrow at 2pm" is technically sufficient as written notice — but see below on documentation. Full rules on landlord entry rights in Ontario.
Eviction notices — Every notice to terminate (N4, N5, N8, N12, N13, etc.) must use the correct LTB form, delivered to the tenant properly. A letter you wrote yourself, or a verbal notice, is not a valid eviction notice regardless of the reason.
Lease and lease amendments — Any change to the terms of the lease during the tenancy must be agreed to in writing. A verbal agreement to add a new occupant or change the parking arrangement should be documented.
Last month's rent receipt — When a tenant provides a last month's rent deposit, you must provide a written receipt within 24 hours if they request one. You're also required to send a written statement once per year showing interest accrued on the deposit.
What Doesn't Have to Be in Writing — But Should Be Anyway
Ontario law requires written notice for specific formal acts. It does not require written communication for routine matters like maintenance requests, general questions, or informal updates.
But here's the practical rule: if it ever became a dispute at the LTB, would you want evidence of this communication? If yes, put it in writing.
When a tenant calls to report a maintenance issue, follow up with a text or email: "Confirming our call — I've noted the issue with the water heater and have a technician scheduled for Thursday between 10am and noon." That follow-up takes 30 seconds and creates a timestamped record of when you received the complaint and how you responded.
When you complete a repair, send a message: "The water heater replacement is done. Let me know if everything's working as expected." This creates evidence that you fulfilled your maintenance obligation — and it's also just good tenant service.
Choosing the Right Communication Channel
Different situations call for different channels. Here's how to think about it:
Text and Email: Everyday Communication
For the majority of day-to-day communication — maintenance requests, scheduling, routine updates — text or email is the right channel. It's fast, it's documented, and it's what most tenants prefer. Email is slightly preferable to text because it's easier to search, export, and print for LTB proceedings.
Pick one primary channel and stay consistent. If you communicate by email, don't switch to text when it's convenient and then back to email. Tenants who receive mixed-channel communication have a harder time following up, and you have a harder time maintaining your records.
Formal Notices: Personal Delivery or Mail
LTB forms and formal notices (N1, N4, N12, etc.) must be delivered according to the specific rules in the RTA — typically personal delivery, mail, or leaving it in the mailbox. Email delivery of formal notices is acceptable only if the tenant has agreed to it in writing. Most haven't.
If you're uncertain whether a tenant has agreed to electronic delivery of notices, use physical delivery. A notice that wasn't properly delivered is as good as no notice at the LTB.
Keep a record of when and how you delivered any formal notice. If you mail it, use registered mail and keep the receipt.
Phone Calls: Fine for Relationship, Not for Records
Phone calls are good for building rapport and resolving small issues quickly. They're not good for anything that matters legally because they leave no record. After any significant phone call — a maintenance complaint, a discussion about lease renewal, a warning about behaviour — send a follow-up message summarising what was discussed. "Following up on our call — as discussed, I'll have someone look at the bathroom fan by end of next week."
Documenting Your Communication History
At minimum, keep a simple record for each tenancy that captures:
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- All formal notices sent (type, date, method of delivery)
- Maintenance requests received and your response (date received, what you said, what action you took, when the repair was done)
- Any warnings issued about lease violations
- Rent payment history (date received, amount)
This doesn't need to be complex. A dated email thread you keep in a folder, or a spreadsheet with one row per interaction, works. Our post on landlord record-keeping in Ontario covers what to store and how long.
If you ever end up at the LTB — whether you've filed an L1 for unpaid rent or a tenant has filed a T6 maintenance complaint — this record determines whether you win or lose. Landlords with good records win cases. Landlords who say "I told them verbally" lose them.
How to Deliver Difficult Messages
The communication that matters most is the communication landlords dread: the rent increase, the N4 notice, the warning about noise, the message about a lease ending at year's end. Getting tone and timing wrong on these messages makes a manageable situation into a conflict.
Rent Increases
Don't announce a rent increase in a text message with no context. Send a clear, professional note — ideally by email — before or alongside the N1 form:
"I've attached the formal notice for your rent increase effective [date]. The new monthly rent will be $[amount]. This increase follows the 2026 Ontario rent increase guideline of [X]%. Please don't hesitate to reach out with any questions."
Keep it brief. Don't justify or apologise for the increase. Don't frame it as good news. It's business — treat it that way. See our guide to Ontario rent increases for what's permitted.
N4 Notices (Non-Payment of Rent)
An N4 is a legal document, not a threat. When you serve it, avoid adding commentary about being disappointed or frustrated. Deliver it cleanly, by the rules, with a brief note:
"I'm delivering the attached N4 notice as required under the Residential Tenancies Act. As of [date], the outstanding rent is $[amount]. Please bring your account current within 14 days. I'm available to discuss any concerns."
Landlords who attach angry messages to eviction notices often damage their LTB cases. Keep it factual. Our post on the N4 notice covers the specific requirements.
Entry Notices
Entry notices should state:
- That you or your contractor will be entering the unit
- The specific reason (inspection, repair, showing to prospective tenant, etc.)
- The proposed date and time window (must be between 8am and 8pm)
A valid entry notice: "I'm providing 24 hours written notice that I (or [contractor name]) will be entering your unit on [date] between [time] and [time] to [repair the bathroom fan / inspect the furnace / show the unit to a prospective tenant]. Please let me know if you have any concerns."
That's it. Don't ask for permission — you're providing notice, not requesting access (within the law). See our post on landlord entry rights for exceptions and edge cases.
Lease Non-Renewal (N12/N13)
If you're ending a tenancy for personal use (N12) or for renovation (N13), the notice needs to be formal and clear. Deliver the notice with a personal or professional cover message, but don't deliver bad news in a casual text. Write a letter or email alongside the formal notice explaining the situation in plain terms, and give the tenant reasonable time to ask questions before assuming the worst.
Setting Expectations at Move-In
The communication habits that matter most are established at the beginning of a tenancy, not when a problem arises.
When a new tenant moves in, tell them:
- How to reach you (which channel, what response time to expect)
- What constitutes an emergency and how to reach you outside business hours
- How to submit maintenance requests
- When rent is due and how to pay
Put this in writing — an onboarding email or letter works well. Tenants who know what to expect from the start are more likely to communicate properly when issues come up. See our post on tenant onboarding for the full move-in checklist.
The One Rule That Covers Everything
If you wouldn't be comfortable having the LTB read it, don't send it. Don't send angry messages after a late payment. Don't make verbal promises you won't keep in writing. Don't threaten things you can't or won't follow through on.
Every message you send to a tenant is potentially evidence. Write accordingly — professional, factual, and without anything you'd want to walk back.
The Bottom Line
You don't need to be a lawyer to communicate well with tenants in Ontario. You need to know what requires formal written notice, pick a consistent channel for everyday communication, and build the habit of writing things down after important conversations. The landlords who end up at the LTB over communication disputes are almost never the ones who were too professional — they're the ones who handled things verbally and had nothing to show for it.
Prospera Properties manages rentals in London, St. Thomas, and Strathroy, Ontario. Get a free rental analysis or call (519) 697-1227.