Apartment Residents’ Top Priority: Sound Maintenance Service

Operators often overlook the importance of maintenance services, a critical aspect according to a recent survey. Many owners misread their residents’ preferences regarding apartment living and the factors that influence lease renewals.

Maintenance Ranks No. 1 Among Residents

The survey revealed that property managers tend to underestimate the significance of maintenance services. Residents ranked it as their No. 1 priority, with 47% of respondents emphasizing its importance. Community security came in second, followed by the property’s cleanliness and upkeep.

In contrast, owners surveyed ranked maintenance much lower, placing it at No. 6 with only 21% acknowledging its importance, trailing behind community appearance.

The Value of a Maintenance-Free Lifestyle

“These findings reiterate how important a maintenance-free lifestyle is to renters,” stated the report’s producer, Zego. For several consecutive years, renters in the NMHC Grace Hill Renter Preferences Survey have also identified “maintenance-free living” as the top benefit of renting.

Balancing Amenities and Essential Services

While many apartment communities justifiably focus on offering alluring amenities and perks, the survey indicates that property managers must not lose sight of their more “boring” but essential offerings. Renters may be attracted to enticing features like pools, smart technology, or concierge services, but at the core of their living experience is the peace of mind that a secure and well-cared-for community provides.

Understanding Resident Priorities

Michelle Wood, Vice President of Learning and Engagement for Atlantic Pacific Companies, noted that decision-makers in the apartment industry often haven’t lived in an apartment for over a decade. As a result, they may not always understand what is most important to residents today.

“Residents today care most about the customer service they receive—including service from the maintenance team—and the upkeep of the building. They want to live in a place that reflects the rent they pay,” said Wood, whose teams utilize the mobile maintenance work order management tool, AppWork. “Just about every apartment home has the same type of countertop, so customer service becomes the deciding factor when choosing where to live and whether to renew.”

Focusing on Customer Service

“This is especially true among Gen Z and Millennials. We’ve learned this from the focus groups we’ve conducted with our own residents,” she added.

Wood explained that good maintenance involves completing the work quickly and correctly while maintaining clear communication with both residents and the on-site team. Using the AppWork app has significantly enhanced these processes, especially in terms of communication.

Enhancing Maintenance Processes with AppWork

“The workflow is much smoother when service technicians can type in notes and ‘tag’ colleagues,” Wood said. “The techs can also close out work-order tickets through the app—something we’ve never had the technology to do before.”

“This capability reduces the onsite staff’s workload by saving them time. The notes provide updates and a complete history of the work done at each unit.”

Swift Adaptation to Clients' Needs

Wood also highlighted another benefit of AppWork: the company’s ability to listen to customer feedback and implement changes swiftly—practically in the blink of an eye. “If there’s any report or change needed in the system, AppWork can make it quickly and correctly.”

Conclusion: Prioritizing Maintenance to Satisfy Residents

By leveraging AppWork’s capabilities, apartment operators can better address their residents’ top priority.