We sure do ask a lot of our residents, don’t we?
- Don’t pay your rent late.
- Don’t destroy your apartment home.
- Don’t disturb your neighbors with loud noises.
- Don’t turn a blind eye to suspicious activity around the community.
- Don’t walk your dog without a leash.
- Don’t let your children run around unsupervised.
- Don’t forget to report maintenance issues immediately.
- Don’t grill on the balcony.
The list goes on and on. Before a resident can take occupancy of an apartment home, they must first agree to the terms of the lease. Contained within its pages, the lease stipulates all sorts of rules, guidelines and demands. What if residents asked us to sign an agreement? Something that details their “list of demands”? As varied as these wants/needs could be, they ultimately relate back to two areas: communication and maintenance.
Don’t believe me? Check out your community’s ratings and reviews – even some of the less obvious themes link back to communication and/or maintenance. Here are two examples:
RENT IS TOO HIGH – Complaints about rent are common on review sites. When residents are dissatisfied about rent, fees, etc. they are so because they can’t see the “value”. What exactly are they getting for the price they have been asked to pay? If a resident has to wait days for maintenance issues to be resolved, or for their phone call to be returned and are then expected to renew at a higher rate, to them, it’s just not worth it. Streamlined communication and efficient maintenance equal value in the eyes of the resident.
SAFETY – This is another topic often seen in reviews. While no management team could nor should guarantee a resident’s safety, there are ways to safeguard the wellbeing of the community itself. Maintaining access gates, fences, lighting, etc. are simple things the service team can do. As for the office, staying on top of unauthorized occupants, promptly resolving noise complaints, towing inoperable cars (and those without proper tags) and removing restricted animals can go a long way to helping residents feel “safe” at the community. Once again, another example of communication and maintenance working effectively.
We ask a lot of our residents… they ask very little of us. When presented with a 20-page lease, our residents initial and sign every page; all the while hoping we are agreeing to their unspoken list of demands.