In deciding where to live, a sizable majority of build-to-rent tenants point to a property’s maintenance as a critical factor.
According to the 2024 Build-to-Rent Tenant Survey, on-site maintenance is “a very important factor in build-to-rent tenants’ rental decisions.”
Conducted for New Home Trends Institute by John Burns Research & Consulting, the survey includes responses provided by 7,625 build-to-rent tenants nationwide in May and June of 2024.
On-site maintenance was rated as an important influence in rental decisions by 84 percent of tenants surveyed. Additionally, 73 percent said it was important that the property be managed by a professional rental company, and 70 percent felt on-site management or a leasing agent was important.
Furthermore, 98 percent of tenants say it’s important that maintenance requests are responded to in a timely manner.
“At Redwood, we couldn’t agree more,” said Mike VanGelder, EVP of Property Operations.
“We pride ourselves on taking a holistic approach to apartment home maintenance. It starts before a resident ever moves in, continues proactively and seasonally and is there when residents need us to respond to requests.”
Eighty-five percent of tenants surveyed said having maintenance professionals present on property – onsite and available – was important. The same number said it was key to know the people performing the work in and around their home.
More than three in four survey respondents also felt having a dedicated maintenance office in the community was important.
“Redwood residents regularly get to know their maintenance professionals,” VanGelder said. “We offer 24-hour onsite maintenance in all neighborhoods plus a resident portal that makes submitting and tracking requests seamless.”
In the summer, the air conditioning condenser is cleaned to ensure efficient cooling and lower energy bills; buildings, patios and sidewalks are power washed; and there’s a monthly exterior lighting inspection along with pest control services.
Fall brings gutter cleaning and irrigation cleaning, neighborhood winterization, utility line and GFCI outlet inspection.
And in the winter, residents receive snow shoveling on walkways and driveways when the snow exceeds two inches. Salt is applied as needed. Crack maintenance is done to prevent further damage and preserve property, along with monthly exterior lighting inspection and pond inspection and maintenance.
“Because we take such an intentional approach to ongoing and preventative maintenance, we hope residents rarely need us to respond to urgent requests,” VanGelder said. “But when they do, our goal is to be an industry leader in timely and effective response.”
The survey found nearly half of tenants – 49 percent – expect an urgent matter, such as a water leak, to be acknowledged within an hour. Two-thirds agree it should be fixed within three hours or less.
Non-urgent matters tended to draw more flexibility in acknowledging receipt and resolution.
“But if it’s an issue for you, it matters just as much to us,” VanGelder said. “We want residents to live in Redwood Neighborhoods because we make living easier, and our approach to maintenance is designed to ensure we do just that.”
Redwood will share more findings from the New Home Trends Institute in the weeks ahead. Check back here for additional reports.
And, for a look at what most build-to-rent tenants consider their most important amenities in deciding where to live,
click here.
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