Skip to main content

How to lower employee turnover in property management

Employee turnover in property management hurts many parts of your business. Here’s how you can keep it to a minimum.

At Zego, we firmly believe that improving the resident experience is the most important opportunity facing multifamily companies. One of the most effective ways to do that is by making your employees happy.  Happy and fulfilled employees are far more likely to be attentive and courteous to your residents than unhappy ones.

But sadly, one of the top challenges in the multifamily industry is keeping communities properly staffed. In the past year, that problem keeps getting worse.

Here’s what’s driving property management employee turnover and some ways you can keep your team members happy.


2023 Resident Experience Management Report

Learn the newest trends in resident experience and how companies are applying them to attract and retain more renters. Based on survey data from over 600 property management companies, this free report details what it takes to thrive in this new era.

Start reading

What are current multifamily employee turnover rates?

Under normal circumstances, turnover for on-site property management teams is usually around 30-50%. This is higher than other industries. But in the current labor market, NAA estimates employee turnover in property management is now as high as 70%!

That’s because The Great Resignation is making it even harder for apartment communities to keep employees. The non-stop demands of running a community (especially during the height of COVID) paired with lackluster salaries are making many people say “I quit.”

We asked apartment operators about turnover in our State of Resident Experience Management Report. Half of companies say they have higher employee turnover than a year ago.

Internal stats from Resident Experience Report about employee turnover in property management

Why does it matter how high employee turnover in property management is?

Clearly, the property management industry is having a hard time keeping employees. But is it having a negative impact on community life?

Absolutely. Without a full team of engaged employees, many parts of your business start to unravel.

Employee happiness impacts renter retention

Staffing levels play a big role in how your renters feel about the community. Picture a community that doesn’t have enough employees. Residents either have to wait to be helped or settle for solving their problems themselves.

People want swift service when it comes to their homes. Without team members to ensure seamless experiences are happening, satisfaction levels are bound to sink.

Under-served residents won’t stick around. Data shows that companies who have high property management employee turnover also have a hard time keeping renters too.

Graph stating how property management employee turnover impacts resident retention

Or maybe you have enough people working, but they aren’t happy with their jobs. That certainly impacts the level of service your residents get. Happy and fulfilled employees are far more likely to be attentive to your residents than unhappy ones.

This leads to higher renewal rates. Grace Hill calculates that renters are 6% more likely to renew when a community has engaged employees.

Poor resident experiences affect reputation and leasing

Retention isn’t the only thing that suffers when a community doesn’t have enough engaged employees. The reviews for your property also take a hit.

Renters who don’t receive great service from your community spread the word on review sites. In 2021, the top complaint by renters in one to three-star reviews was poor customer service according to J Turner Research.

Of course, this can lower the number of visits you get from potential renters. That’s because 79% of people say they will not visit a property if the reviews are bad.

And for the people who do end up visiting, an interaction with a disengaged community associate can be a turn-off. NAA reports that 20% of renters said on-site staff had a strong influence on their renting decision. Also, 55% said that staff caring about renters was the most important factor in selecting their apartment.

Employee turnover isn’t prioritized enough in the property management industry

Why is property management turnover so high right now? One reason may be that companies aren’t putting enough effort into keeping their employees happy.

Zego’s State of Resident Experience Management Report asked its survey respondents to rank their business priorities. Do you know what was at the very bottom of that list? Employee satisfaction and retention.

Graph sharing that employee turnover for property managers is low priority

Some employees are clearly receiving the message that their job happiness isn’t important. NAA’s Mental and Emotional Health Survey surveyed 2,300 multifamily professionals. A quarter of them say that employee well-being isn’t a priority at their company.

Employees who question if their organization values their well-being will likely only be around for the short term. The same NAA survey found that 1 in 4 employees are unlikely to stay at their current job for another year.

Unfortunately, quitting is contagious. 58% of employees who have resigned in the past year said that seeing co-workers leave cemented their own decision to leave.

Why employee turnover is happening in property management


3 Tips to reduce employee turnover in property management

If you want to stop the cycle of losing employees, it’s time to rethink the employee experience. Because, as we’ve seen by our data, it’s clearly tied to resident retention. Aside from boosting wages, here are some ways to keep your team members happy.

Resident Experience Podcast Episode 16

Don’t just think about leasing agents when it comes to employee turnover. Listen to how to set up your new service team members with success with “How (not) to lose your service team members in 90 days with Mark Cukro.”

1. Offer more self-service options to free up employee bandwidth

Working in an apartment community is extremely demanding. Community managers juggle so many duties. And according to a Swift Bunny study, 30% say their workload is unmanageable. Plus, 27% say they do not have the tools to adequately perform their jobs.

This is why automation and self-service options are a community manager’s best friend. Many of your communities are short-staffed. And the associates you have are doing the job of more than one person. Self-service and automation frees up their time. Plus, it prevents burnout because they aren’t performing the same menial tasks over and over again.

Relying on technology isn’t short-changing your residents either. According to a Zendesk survey of their customers, 67% of consumers would rather use self-service channels than interact with a human. These on-demand services are convenient for both residents and community managers.

Here are the best ways to use self-service in your community:

Automating community-level tasks used to worry on-site employees. Many felt that technology would be used to replace them. But since many communities are already lean on employees, automation has become a lifesaver. It lets employees make better use of their time and focus on face-to-face interaction with your residents. Highland Ranch REIT said in a recent call with analysts that its new technology offerings that automated many processes allowed it to cut its headcount by 30% and increase customer satisfaction scores by 24%!

2. Devote more time to training

Your communities have likely been understaffed for some time. So when a new hire starts, you may be tempted to have them dive in head first. Don’t do this!

Improper training is one of the top four reasons that lead to job unhappiness. Swift Bunny’s survey of community managers reported that 45% said their first week was disorganized. And 36% said they didn’t have enough time to train before they were expected to perform their duties.


Quote stating importance of training and connecting with employees can reduce property management turnover from Mark Cukro, President of Plus One Consulting

So before you get your new hires on the front lines, make sure they fully grasp your company’s processes and technology platforms. This benefits them, plus it’s a better experience for residents who come to them seeking help. When they are properly trained, employees are more confident and deliver better outcomes – a win-win for everyone.

3. Check in and connect with on-site team members

This may not sound like groundbreaking advice, but regularly asking “How are you doing?” is rather effective in today’s burn and churn workforce.

On-site associates want to know they are valued team members. When they do, it leads to better performance. According to the ADP Research Institute, team members who said they trusted their team leader were 12 times more likely to be fully engaged at work.

Start building this trust by routinely asking them about their workload. Are they feeling overworked? What challenges are they facing?

Since there’s so much activity happening in community offices, it’s probably not wise to call them out of the blue to check in. That just disrupts their day. Plus, they may not be prepared to give honest feedback when a conversation is spur of the moment.

Instead, make sure to set aside time for regular check-ins. This allows team members to prepare the topics they want to share. Even if they don’t have any pressing issues to discuss, it gives them a platform to vent any concerns, frustrations, or even the high points of their job.

Quote stating how focusing on reducing multifamily employee turnover leads to resident retention from MJ Trujillo, Founder and Managing Partner of PRAXM Property Management

Improving employee experiences and resident experiences

Employee turnover in property management is clearly tied to the resident experience. But, there are many other trends that are influencing resident experience. To read more, download the 2023 Resident Experience Management report.


2023 Resident Experience Management Report

Learn the newest trends in resident experience and how companies are applying them to attract and retain more renters. Based on survey data from over 600 property management companies, this free report details what it takes to thrive in this new era.

Start reading

Related Content