Resident Retention: Like a Good Neighbor

In every resident satisfaction survey conducted, we ask the question, “How likely are you to renew your lease?” The options are: Very Likely, Somewhat Likely, Not Likely, or I Don’t Know. If the resident does not select “Very Likely,” we follow up with the question, “Why?”  Based on the 2010 SatisFacts Index, the #2 answer (right behind “Rent Increase”) was “Neighbors.” Nearly 13% of residents indicated they have a significant issue with their neighbors!

The nature of apartment living is that we all have to learn to be good neighbors. Some are more conscientious than others, this is true. Some are not aware of an inconvenience or disturbance they may be causing through their actions. Others are just plain indifferent about whether or not they are bothering anyone.

While the community team can not be responsible for every action or lack of action of each and every resident or resolve every grievance, there are some steps that can be taken to demonstrate to the residents what is expected of each person in the community and the consequences of not adhering to those expectations.

1.       Clear Community Rules and Regulations

What may be “common sense” to one person may never occur to another person. As an organization, take the time and careful thought to clearly define community rules. To be effective, there is no need to define 100 rules. Identify the critical areas that have the most significant impact on quality of living. In addition, clearly define the consequences of violating the rules and regulations.

2.       Consistent Enforcement

Rules, regulations or guidelines do no good if they are monitored sporadically or ignored completely. Remind residents of the rules and regs and let them know they will be enforced. Then do it. If some rules will allow for one warning before consequences, ensure the one warning is defined and administered consistently. Word spreads quickly when one person receives a warning on a first offence but another person got a fine on their first offence.

3.       Prepare the Team

Enforcing rules is difficult. It is the rare case when you confront a resident with a violation and they smile and say, “I’m so sorry! Thank you so much for reminding me! You guys are awesome for taking care of the community so well!” Do your team a favor and educate each one on what your team approach will be for enforcement, how the message is delivered to a resident, and how to respond to an angry or defensive resident.  This is a case when role-playing can really prepare the team to feel more confident in these types of situations.

4.       Communicate Success

If you’ve renewed enforcement on major issues like noise complaints or parking nightmares and you begin to see results, let your residents know. Most likely, they have not noticed. Send a letter reminding them how the team has been stepping up enforcement on guests parking in assigned parking and in the past 30 days complaints have dropped by 30%. Then let them know you will continue to focus on parking so that every resident’s right to their assigned parking space is protected.

Managing neighbor disputes will always be a part of the multifamily housing business. But by addressing the issues head on in a consistent manner, rather than turning a blind eye or providing a blanket response of, “You just need to talk to your neighbor about their 3 a.m. parties,” you’ll not only improve the overall quality of living in your community, you’ll reduce the number of residents who are leaving for the reason: “Neighbors.”

Jen Piccotti is the VP Consulting Services for SatisFacts Research. www.satisfacts.com