Tenant Expectations

Do you know what your tenants expect when they live at your complex? I know you might think they expect it ALL, but that isn’t really true.  At least not for most residents.  Here’s an idea that I came up with a few years back and it has really helped with resident retention…I created a list of items that I felt a resident should expect from myself, my staff and the complex.  Each staff member, including myself, sign it and it is given to the resident at move-in.

Here are some of the things on my list, you can use these or add to it or create your own depending on your property.

The Quality You Expect is the Quality We Give

1. Your Clean Home.  We have cleaned each room thoroughly.  We take pride in the quality care we have given your home.
2. Your Working Appliances.  We have inspected and tested all your appliances to make sure they are in working order for you.  If something should happen once you move in, please contact the office and we will take care of the situation immediately.
3. Your Security.  We have changed the locks on your new home and your new keys have been locked up securely, awaiting for your move-in.
4. Your Information.  We are providing you with a move-in booklet that will provide you with helpful information, a copy of your lease, are aware of the rules and regulations.  We want you to know what you can do to help us provide you with the quality service you deserve.
5. Your Work Orders.  We will respond to your maintenance issues in a timely manner.  If we cannot repair or replace the item, we contact the appropriate contractor so that you will not be inconvenienced any longer than necessary.
6. Your Unit Inspection. We will inspect your unit quarterly to do preventative maintenance to keep the appliances, HVAC unit and other areas of your apartment in good running order.
7. Your Staff.  You will be treated with respect each time you deal with ALL staff, from the Rental Office to the Maintenance Staff to the Porter.

Don’t put anything on your list that you can’t make come true.