Update tenant contact details
Correct a tenant’s email address or telephone number, review their tenancy and portal connections and confirm future communication uses the intended contact details.
Tenant contact information is used when composing messages, displaying recipient details and managing Tenant Portal access. Review the complete tenant record before replacing an email address or telephone number.
How tenant contact details are used
Email communication
The stored email address can be selected when sending tenant messages and attachments.
Telephone contact
Telephone numbers support direct contact and future messaging services where available.
Tenant Portal
The tenant’s account and portal invitation may be connected to their recorded email address.
Previous communication should continue to show the recipient information recorded when the message was sent.
Before changing tenant contact details
- Confirm the correct tenant record.
- Review the connected property and tenancy.
- Check current and historical tenancy records.
- Confirm the new email address or number carefully.
- Review whether the tenant has portal access.
- Check for joint tenants with separate contact details.
- Review any failed messages using the old details.
- Check whether an existing draft contains the old address.
- Avoid replacing one tenant’s details with another person’s information.
Do not rely on an unverified third-party message or an address copied from an unrelated document.
Find the tenant record
Open Tenants
Select Tenants from the main Estavo navigation.
Search for the tenant
Use the tenant name, email address, telephone number or connected property.
Check similar records
Review duplicate names and current or historical tenancy connections.
Open the tenant
Review the complete record before selecting Edit.
Review the tenant record
Tenant contact record
24 Oak Avenue · Current tenancy
- Confirm the full tenant name.
- Review the connected property.
- Check the tenancy dates.
- Review the existing email address.
- Check the telephone number.
- Review portal access.
- Check communication history for recent failures.
Open the contact-details fields
Select Edit
Open the tenant editing form.
Open Contact Details
Locate the email, telephone and communication preference fields.
Review the existing information
Confirm which field needs to be corrected or replaced.
Update the tenant’s email address
- Remove the incorrect or outdated address.
- Enter the complete new email address.
- Check the spelling before and after the @ symbol.
- Check the domain ending.
- Remove accidental spaces.
- Confirm the address belongs to the selected tenant.
- Review whether another tenant already uses the same address.
- Check whether portal access requires a separate update.
A small spelling error can send future communication and attachments to an unintended address.
Update the telephone number
- Remove the old or incorrect number.
- Enter the complete replacement number.
- Check the UK or international dialling format.
- Confirm the number belongs to the tenant.
- Check whether it is mobile, home or work contact.
- Review the preferred-contact setting.
- Check joint-tenant numbers separately.
- Confirm any future messaging service can use the format.
Review the preferred contact method
Select where email is the tenant’s main recorded communication method.
Telephone
Use where telephone contact is preferred for suitable communication.
Tenant Portal
Use the portal for communication retained inside the tenant account.
Multiple channels
Use more than one channel where appropriate for the message and tenant preference.
Review separately whether the selected delivery method is appropriate for a formal notice or specific communication.
Review the tenant’s portal access
- Check whether the tenant has an active portal account.
- Review the email address linked to the portal account.
- Confirm whether the email change updates portal login details.
- Send a new invitation where required.
- Do not create a duplicate portal account unnecessarily.
- Check the tenant can access the correct tenancy.
- Review portal messages after the update.
- Confirm the previous email no longer has unintended access.
Review contact details for joint tenants
- Open each tenant record separately.
- Do not overwrite one tenant’s details with another’s.
- Confirm separate email addresses where available.
- Review separate telephone numbers.
- Check portal access for each person.
- Review preferred-contact methods individually.
- Confirm future messages select the intended recipients.
Save the tenant contact details
Review every changed field
Check the email address, telephone number and contact preference.
Confirm the tenant record
Recheck the tenant name, property and tenancy.
Select Save
Submit the updated information.
Wait for confirmation
Confirm Estavo records the changes successfully.
Verify the new contact details
- Reopen the tenant record.
- Check the saved email address.
- Review the saved telephone number.
- Confirm the preferred-contact method.
- Review Tenant Portal status.
- Open a new message draft.
- Confirm the updated recipient details appear.
- Delete the draft if it is not required.
Understand the effect on previous messages
Updating the tenant record should affect future communication selections. Earlier messages should continue to show the recipient details used at the time they were sent.
- Previous sent messages are not redirected.
- Delivered attachments remain with the original recipient.
- Existing drafts may retain the old address.
- Scheduled communication should be reviewed separately.
- Failed messages may need to be resent manually.
- Communication history should not be rewritten.
Respond when the wrong contact details were used
Review the communication history
Confirm which messages and attachments were sent.
Correct the tenant record
Update the email address or telephone number.
Review the information disclosed
Check the message content and every attachment.
Follow the appropriate internal process
Record and assess the issue according to your data-protection procedures.
Send the correct communication
Review the updated address before sending again.
Communication or attachments already received remain outside Estavo’s control.
Common contact-detail problems
The tenant cannot be found
Search by email, telephone, property and current or historical tenancy.
The Edit option is unavailable
Check your account permissions and whether the tenant record is archived.
The email address will not save
Check the format, remove spaces and review whether the address is already connected to another record.
The telephone number is rejected
Check the dialling format and remove unsupported characters.
New messages show the old address
Refresh the page and create a new draft rather than reopening one created before the update.
The portal still uses the previous email
Review the tenant’s portal account and update or resend the invitation where required.
Two tenants share one email address
Review whether that is intentional and confirm portal and communication access separately.
A failed message was not resent
Correcting the address does not automatically resend earlier communication. Open the failed message and send it again where appropriate.
The tenant contact details have been updated
The next guide explains how to review a failed or undelivered message, correct the recipient details and resend the communication where appropriate.
Continue to failed messages