Property Management Trends for 2027

Property management industry trends often influence resident retention and acquisition. Based on survey data collected from renters and property managers, this article explores the trends shaping the multifamily industry in 2027 and what they mean for apartment operators. You’ll learn how changing resident expectations, maintenance resolution, and retention strategies are influencing portfolio performance and the resident experience.

What are the biggest property management trends for 2027?

Based on our research that featured responses from 600 property managers and 1,000 renters, we identified 6 property management and apartment industry trends that are influencing resident retention & acquisition in 2027. These trends reveal where renter expectations are changing and where property managers have the greatest opportunity to improve resident satisfaction, strengthen retention rates, and protect NOI.

1. Renters have clear preferences for digital vs human interaction based on task
2. Problem resolution is the most important quality renters want in a community manager
3. Declining resident retention rates are draining NOI
4. A significant portion of resident turnover is controllable
5. Maintenance resolution speed and communication are non-negotiable renter expectations
6. Rewards programs deliver measurable value and drive renewal intent

RENTER INSIGHTS

2026 Resident Experience Management Report

Building on six years of insights from property managers, our latest report includes direct feedback from renters. We’ve gathered perspectives from over 1,000 renters and 600 multifamily companies to provide a dual perspective on the current state of the multifamily resident experience.

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Trend #1: Renters have clear preferences for digital vs. human interaction based on task

Renters in our survey were asked to identify which apartment-related tasks they want to handle digitally and which ones they’d rather have help from their property manager. This year’s findings reveal that renters have task-specific preferences for how they want to interact with their property management company.

Nearly half of renters (49%) prefer digital-only interaction for rent payments, and 43% prefer digital tools for tracking maintenance status. However, when it comes to more sensitive issues like neighbor or noise complaints, 35% prefer human-only interaction.

This finding shows the importance for apartment operators to match their service channels to specific task types. By offering digital solutions for administrative tasks while preserving human touchpoints for complex or emotionally-charged situations, property managers can improve both satisfaction and operational efficiency.

Trend #2: Problem resolution is the most important quality renters want in a community manager

Community managers are the human connection point between residents and the property. They’re the go-to resource when something goes wrong and often the determining factor in whether a resident feels heard or dismissed. So what do residents actually prioritize in this pivotal role?

Renters delivered a clear verdict, and it may require some operators to rethink their approach. While being personable and responsive certainly matters, residents place the highest premium on one thing: getting problems solved.

When asked to rank the qualities that matter most in a community manager, residents elevated effective problem-solving to the top position by a wide margin. More than a quarter of respondents named it as the single most critical attribute—well ahead of any other quality.

The takeaway for apartment operators is to prioritize hiring and training community managers who excel at delivering outcomes. Interpersonal skills remain important, but they should complement—not replace—a results-driven approach.

Trend #3: Declining resident retention rates are draining NOI

The Resident Experience Management Report has tracked resident retention rates and goals for 6 years in a row. And this year, we noticed a slight decline in resident retention rates and goals. After reaching a peak of 60% in 2024, retention has declined to 57%.

What does this mean for the multifamily industry? While it may seem like a modest decline, it still represents a financial and operational burden for multifamily operators, making retention efforts a critical business initiative.

Let’s look at this reversal in financial terms: a portfolio of 5,000 units operating at 60% retention in 2024 turned over 2,000 units annually. When the same size portfolio dips to a 57% retention rate, they now turn over 2,150 units. That adds an extra 150 turns per year.

Previous research about turnover shows that losing just a single renewal costs multifamily companies $4,000 per turn. At that rate, the decline from 60% to 57% costs this 5,000 unit portfolio $600,000 more annually than it did two years ago. These figures show that even small declines in turnover are damaging to a company’s NOI.

Trend #4: A significant portion of resident turnover is controllable

One of the most revealing findings from our report challenges a long-held assumption in the multifamily industry: that turnover is largely inevitable. The data tells a different story.

In fact, controllable factors (rent pricing, maintenance service, and community security) account for a substantial share of turnover—often half or more of cited reasons. Property managers consistently underestimate the role of these controllable factors while overestimating uncontrollable ones like relocations, homeownership pursuits, and major life changes.

The takeaway for apartment operators is that some turnover is structural and unavoidable, but a meaningful portion is entirely addressable. To minimize controllable turnover, apartment operators must resist the instinct to categorize departures as “unavoidable” without evidence. Ask: Did this resident cite controllable factors at any point during their tenancy? Did we have an opportunity to address their concerns before they decided to leave?

Properties that accept the structural turnover while aggressively pursuing the addressable turnover will outperform those that treat all turnover as inevitable.

Trend #5: Maintenance resolution speed and communication are non-negotiable resident expectations

Maintenance issues are the second-most-common controllable reason residents choose not to renew their leases, trailing only rent pricing concerns. This makes it important for apartment operators to understand renter expectations for maintenance and repairs.

Survey data shows that residents expect maintenance issues to be resolved faster than most properties currently deliver. Not only that, they demand clear communication throughout the process.

While 11% of renters want same-day resolution, only 7% of property managers strive for that standard. Most property managers (49%) consider 1-2 days the norm, and 44% say issues typically require 3-5 days. But there’s a problem: only 29% of residents consider a 3-5 day timeline acceptable. Properties operating at this pace may view it as operationally reasonable, but residents perceive it as falling short.

Communication about the status of their repairs is equally important to renters. 89% rate maintenance status updates as important or extremely important.

While many companies communicate frequently once they receive a maintenance ticket, over one-third of properties (37%) communicate only weekly or upon task completion. This gap represents both a risk and an opportunity. Properties that proactively deliver status updates build trust and demonstrate respect for resident time and concerns.

Trend #6: Rewards programs deliver measurable value and drive renewal intent

Apartment operators looking for fresh ways to differentiate their community and deepen resident loyalty are increasingly turning to renter reward programs. Rewards programs have proven successful across numerous industries and enhance the customer experience. When that same framework is applied to rent—typically one’s largest monthly expense— the response is predictably positive.

When asked whether a rewards program adds value to the rent they pay, nearly half of renters (47%) said it adds significant value.

The retention implications are equally compelling. Nearly one-third of renters (31%) indicated they would be much more likely to renew their lease if their community offered a rewards program. In an industry where even modest improvements in retention rates translate to substantial cost savings, this represents a meaningful lever that forward-thinking operators cannot afford to ignore.

Why is resident retention important for multifamily operators?

Resident retention is one of the most important drivers of revenue because retaining an existing resident is significantly less expensive than replacing one. The cost to replace just one resident that moves out is nearly $4,000. Every move-out creates costs associated with vacancy loss, unit turns, marketing, leasing, and onboarding a new resident.

Even small declines in resident retention can have a meaningful impact on NOI. Even a decrease from 60% to 57% retention can create hundreds of thousands of dollars in additional turnover costs for larger portfolios. Beyond the financial impact, strong resident retention helps stabilize occupancy, improve operational efficiency, and strengthen resident satisfaction.

For multifamily operators, resident retention should be viewed as both a customer experience metric and a financial performance metric. Communities that consistently deliver positive resident experiences are more likely to earn renewals, reduce turnover expenses, and protect long-term revenue.

What causes resident turnover?

Resident turnover is influenced by a combination of controllable and uncontrollable factors. Uncontrollable reasons include life events such as job relocations, family changes, homeownership opportunities, and major lifestyle transitions. While these departures are difficult to prevent, they often represent only part of the turnover picture.

Our research shows that many resident move-outs are driven by controllable factors including rent increases, maintenance experiences, communication quality, and perceptions of community safety. These issues directly shape the resident experience and can often be addressed before renewal decisions are made.

Understanding the difference between controllable and uncontrollable turnover is critical for multifamily operators. By identifying trends in resident feedback, tracking the most common move-out reasons, and proactively addressing concerns throughout the lease term, property managers can improve retention rates and reduce avoidable turnover.

How property managers can use these trends to prepare for 2027

The property management industry continues to evolve as resident expectations, technology adoption, and operational challenges reshape the resident experience. The trends highlighted provide a roadmap for multifamily operators looking to improve retention, protect NOI, and create stronger communities in the years ahead.

Property managers can use these findings to evaluate their current resident experience strategy, identify operational gaps, and prioritize investments that have the greatest impact on satisfaction and renewal rates. Whether that means improving maintenance communication, expanding digital self-service options, strengthening community manager training, or implementing resident rewards programs, the most successful operators will be those who adapt to changing resident expectations.

For a deeper dive into these trends and actionable recommendations read our latest Resident Experience Management Report. The report explores each trend in greater detail and provides additional data and insights to help multifamily property managers prepare for 2027 and beyond.