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New Knowledge Reveals How Property Managers Can Higher Meet Their Residents’ Expectations

Final modified on Could 18th, 2023

What do renters need from their property managers?

In immediately’s on-demand, service-oriented economic system, absolutely they count on extra than simply 4 partitions and a roof. However with a file variety of new models slated for supply this 12 months, renters might have extra decisions than they’ve had in fairly a while. Whereas prioritizing resident retention is all the time a sound technique, immediately’s rental market makes it important. In spite of everything, unit turns have develop into costlier in recent times as costs for supplies have elevated. Mixed with a robust job market leaving renters feeling assured, renters who aren’t happy with their present property administration might resolve to take their possibilities available in the market. And with rates of interest at 40-year highs, elevated vacancies might be problematic for a lot of.  

So what do it’s important to do to maintain residents in place? 

You have to meet and exceed their expectations.

The annual AppFolio Renter Preferences Report offers actual property homeowners and operators a glance into the minds of their residents to allow them to see if they’re doing simply that — assembly and exceeding their residents’ expectations.

In it, you’ll discover a high-level view of general satisfaction ranges with property administration, and a deep dive into the particular features that affect their responses and sentiments. Right here’s a style of what you’ll discover on this 12 months’s report.

Satisfaction with property administration

The info reveals that the youngest renters are the least happy with their property administration, whereas the oldest renters are essentially the most happy. Simply over half of Gen Z renters are happy, in comparison with 75% of Child Boomers surveyed. 

The info additionally signifies that renters who will not be happy with property administration are two instances extra prone to be actively trying to find a brand new residence: 24% of happy renters reported that they’re actively trying to find a brand new residence, whereas almost 50% of dissatisfied renters are actively looking. 

Additional demonstrating the hyperlink between renter satisfaction and retention, virtually half of unhappy renters cite “looking for a greater property supervisor” as a cause they’re planning to maneuver, in comparison with solely 12% of happy renters. Happy renters are rather more motivated by worth and upgrades than property administration.

Searching for a greater unit and decrease hire are by far the highest causes renters are contemplating a transfer to a brand new rental. This 12 months, nonetheless, looking for higher property administration ranked within the high three: 18% of respondents say a foremost cause they’re contemplating a transfer is to search out higher property administration, up from 4% in our final report.

Since general resident satisfaction with property administration is driving unit flip, it’s essential to grasp what elements influenced these responses, and how one can enhance.


Upkeep is a serious driver of renter satisfaction. We requested survey individuals in the event that they agree with the next statements:

  • My property supervisor promptly responds to my questions or issues
  • My property supervisor promptly resolves upkeep points
  • My property supervisor proactively communicates time-sensitive updates about my rental unit or group 

The responses had been pretty optimistic. We then requested the identical query and grouped respondents primarily based on whether or not they beforehand reported themselves as being happy general or dissatisfied general with their property administration firm. 

Throughout the board, there was a big delta between happy and dissatisfied renters when it comes to their expertise with communication, time to completion, and effectiveness of upkeep.

We additionally discovered that simply as youthful renters are least happy general with their property administration firm, they’re additionally least happy with how their property supervisor handles upkeep. The most important distinction between generations is discovered of their stage of satisfaction with time to completion and visibility into how requests are progressing. 


In property administration, the overwhelming majority of your communications with residents are about upkeep. It follows that simply as upkeep performs a serious position is high quality of life and renter satisfaction, so does communication, and the stats backs this up: 65% of all renters surveyed reported being happy with property administration communication, whereas 17% stated they had been not happy or very dissatisfied. 


When grouping respondents in accordance with whether or not or not they’re happy with the expertise their property administration firm presents them, it turns into clear expertise is a serious driver of general satisfaction. Certainly, expertise might help enhance the renter expertise general, in addition to in particular areas like upkeep and communication: 22% of renters happy with their expertise plan to maneuver within the subsequent 12 months, in comparison with 49% of renters dissatisfied with their expertise. Additionally, tech-satisfied renters are additionally virtually twice as possible than tech-dissatisfied renters to say one of many foremost causes they’re renewing their lease is that they’re happy with their property supervisor (50% vs. 27%).


The flexibility to pay hire or different fees on-line drives satisfaction with expertise: Renters paying on-line reported a 77% technology-satisfaction charge, in comparison with a 35% satisfaction charge for these not paying on-line. Equally, renters happy with their expertise are more likely to pay hire on-line (71%) than those that are dissatisfied with their expertise (26%).

The primary cause renters don’t pay hire on-line is that their property administration firm doesn’t supply the choice, with 66% reporting this because the impediment. Amongst this group, 58% would really like their property administration firm to supply on-line funds.

Bettering renter satisfaction is vital to ongoing success. And the important thing to enhancing renter satisfaction is knowing what they count on from their property administration firm so to exceed these expectations. Within the full 2023 AppFolio Property Supervisor Renter Preferences Report, you’ll get solutions to questions like “What do you propose to do when your present lease expires?”, “What are the primary causes you’re contemplating transferring to a distinct rental?”, “What are the primary causes you’re fascinated about renewing your lease?”, “The place do you sometimes seek for a brand new rental unit? “What are a few of the explanation why you don’t pay your hire on-line?”, and a lot extra. You’ll be able to take a look at the report right here.









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