Renewal is a post-leasing activity that starts the day the resident moves in.

A few planned touchpoints throughout the lease can help maintain the relationship and give the onsite team opportunities to hear from residents well before renewal time.

• First week: Welcome the resident and make sure they know the Property Manager and Maintenance Supervisor.

• Around 3 months: Check in. How is everything going? Is there anything the team should know?

• Around 6 months: Check in again and invite feedback.

• Before the renewal offer: A few days before the 90-day renewal notice is prepared, reach out and ask, “We’re preparing your renewal offer and wanted to see what your plans are.”

These don’t need to be lengthy conversations. A quick call, voicemail, text, or email may be enough. Today’s communication tools can also make scheduling these touchpoints relatively easy.

There’s value in residents hearing directly from the Property Manager when there’s no complaint or immediate business to address. It creates familiarity and makes leadership more accessible.

When concerns do surface, the team has an opportunity to address them early. The Property Manager doesn’t have to personally handle every issue. Listening, taking ownership, and making sure the right team member follows through can go a long way.

That established relationship may also help more concerns get resolved at the site level. When residents know the manager and have confidence in the team’s follow-through, there may be less need for issues to escalate to the Regional Manager. Everyone benefits from that.

The pre-renewal conversation provides another advantage. The resident may already know they’re staying, may be considering a move, or may have a concern influencing the decision. Knowing earlier gives the team time to respond. Depending on the property’s strategy and guidelines, an early-renewal incentive may also be an option.

It also gives the team a much clearer picture of anticipated retention before expiration dates get close and the inevitable question comes up in the next meeting: “Where are we on renewals?” 😊 Ideally, the renewal offer continues a relationship and conversation that have been developing since move-in.

What touchpoints does your team use between move-in and renewal?

#Multifamily #PropertyManagement #ResidentExperience #ResidentRetention #MultifamilyToolbox