Home / Property types
Tenant experience in multifamily is an operations problem
Residents do not rate a building on its amenity list. They rate it on how long the dishwasher took, and whether anyone told them it was fixed.
Operations Hub · live work ordersSubmitted from a phone, routed by issue type, with a status the resident can see so nobody has to call the office to ask whether anything is happening.
Unit turns as a repeatable checklist with its own schedule, so a vacant unit is not discovered to be un-turned on the day the new resident arrives.
Bookable spaces, guest parking and monthly stalls priced in one catalogue, paid at the point of booking instead of chased later.
Multifamily has the highest request volume per square foot in real estate and the shortest patience for delay, because the building is somebody's home instead of their office. At nine in the evening a slow response means a bad night.
Most communities run leasing and accounting in a property management system that was never designed for the maintenance side, so the maintenance side runs on a whiteboard, a group text and whoever answers the phone.
In multifamily the maintenance queue is the resident experience. Everything else is marketing.
Volume is the whole problem
A three-hundred-unit community generates more requests in a month than an office tower does in a quarter, most of them small. The failure mode is the backlog of small requests that never quite gets worked, and the reputation that follows it.
Access changes constantly
Move-ins, move-outs, roommates, contractors, dog walkers and delivery drivers. A credential system that requires the office to process each one by hand is a system that will be propped open with a rock by August.
Renewals are decided months earlier
A resident decides how they feel about the building long before the renewal letter arrives, and what decides it is whether things got fixed and whether anyone said so.