Deciding where to live is one of the most important choices in someone’s life. That’s why people start searching months in advance—researching their options, comparing prices, and taking tours—before finally signing a lease. Renters are essentially taking a leap of faith when they commit to a lease. If they don’t feel like they can trust a leasing agent or management company, the likelihood of them renewing their leases—or signing one at all—is low.
The good news is that fostering trust with your residents isn’t complicated. If you prioritize transparency and communication, residents will build trust in you as a management company. Let’s explore why transparency is so important when it comes to providing property-wide tech amenities like bulk internet, TV streaming, cable, and smart home solutions, as well as the benefits of prioritizing communication throughout the resident technology experience.
The Growing Importance of Transparency
Resident expectations are changing, particularly when it comes to technology. Current and prospective residents expect transparency about what technology services their community is offering, including internet speeds, package inclusions, usage limitations, and associated costs. It’s not hard to understand why—no one likes to feel blindsided by unexpected expenses or unsure of what to expect from their apartment living experience. Some of the most common complaints received from landlords involve costs and lack of transparency.
Being fully transparent about tech offerings—and how they are packaged within the overall rent price—inspires trust. This manifests itself in the following ways:
- Accurate and transparent pricing up front for all tech services
- Clear communication about the services, i.e. internet speeds and package details
- Detailed explanations of smart home features and how to use them
- Quick and thorough responses to technology issues
- A dedicated team supporting residents with any tech-related questions
When the resident builds trust with the property staff—whether it’s the on-site team or a third-party management partner—they’re much more likely to stay in the apartment community long term, which is a win for both the resident and the management team.
Effective Communication: A Cornerstone of Trust
Communication about the technology package your community is offering—and its associated benefits and costs—is rated as highly important for residents. It plays a crucial part in how much a resident trusts both property management and the service itself. Consider implementing the following:
- Sending out reminder emails or texts about the community’s tech amenities and how to access the services included
- Providing a dedicated tech support hotline for residents
- Regularly updating residents on any improvements or changes to tech services via email and flyers
In addition to these methods, launching personalized tech amenity enrollment pages and user guides that are easily accessible online is a powerful way to communicate efficiently with residents about their technology amenities. These landing pages can give residents clear, complete information, as well as provide secure access to their amenities.
A great landing page should offer the following:
- Information customized to each resident, with imagery and branding specific to your property for immediate recognition
- A pathway to secure, unit-level access to their amenity services
- Highlighting any property and unit-level incentives exclusive to the amenity program
- A clear description of services included and offered
Setting up a dedicated webpage with these attributes can significantly enhance residents’ understanding and appreciation of the tech amenities provided, as well as empower greater trust between staff and residents.
Increase Resident Retention
Investing in transparency and communication as part of implementing tech amenities can significantly impact resident retention. When property owners fail to be upfront and clear about policies, amenities, or property residents, residents may feel undervalued and dissatisfied with their living experience. A lack of transparency can also erode trust between property owners and residents, increasing turnover rates as unhappy residents seek alternative housing options. Similarly, residents who feel uninformed may share their negative experiences with others, damaging a property’s reputation and making it hard to attract new residents.
Every time a resident leaves a community, it costs roughly $4,000, not to mention the increased workload that comes with turning over a unit. In areas where rental demand isn’t high, you’ll incur marketing expenses. And then there’s the possibility that the vacant unit will sit empty for several months.
More residents than ever need and crave property-wide technology services, like high-speed internet and smart home features. For example, a 2024 study found that 90 percent of renters are either interested or won’t rent without high-speed internet, making it the third-highest ranking apartment amenity after A/C and an in-unit washer and dryer.
By offering a robust tech amenity and communicating about it effectively, you’re not only providing a desired amenity but also making the entire living experience much easier and more attractive for residents.
For example, with Onboard, the resident is given a seamless connectivity experience upon move-in. Before move-in day, Onboard works behind the scenes with the service provider to ensure that the resident is quickly and easily connected to their internet so that they can access it in a hassle-free manner when they arrive. This means that all the resident needs to do is sign in through their portal. From there, they are able to receive secure instructions on how to access their services immediately.
Enable Trust and Communication with Onboard
The rental market has evolved significantly, with technology playing an increasingly central role. Successful multifamily properties are the ones that value transparency and communicate effectively about these tech offerings.
Onboard is an all-in-one solution for residents, managers, and owners to handle property-wide tech amenities. If you’re struggling with resident retention, miscommunication, and decreased trust when implementing your technology, consider partnering with Onboard to streamline and enhance your resident’s experience – all while remaining compliant and transparent. Contact us today to learn more.