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Andrew Smallwood

Chief Strategy Officer - Second Nature

Rental Price Marketing: Industry Trends & FTC Guidelines

In recent years The Federal Trade Commission (FTC) has focused on the importance of disclosing the all-in monthly amount, inclusive of all required costs, to ensure renters have a clear view of their financial obligations from listing to lease signing. Including a recent letter sent to several software providers clarifying a few points. While there are some operational complexities with this guidance, leading operators are leaning into this as a standard for professional excellence and consumer trust. What professional property managers are doing Following the FTC guidance, major industry players like Greystar and Invitation Homes are establishing best practices for how prices are disclosed. These practices ensure residents understand the full amount they will pay, including base rent and required recurring fees such as service fees or resident benefits. This is paired with clear communication on what the residents receive and how it differentiates them from other providers. Below is an example that meets FTC guidance. —------------------- Rent $2,000 | Required Fees/RBP $XX | All-in Price $2,0XX At (PMC Name), we strive to provide an experience that is cost-effective and convenient. That’s why this home comes fully loaded with a Resident Benefits Package (RBP) to address common headaches and provide must-have services for our renters. The All-In Monthly Price of $X.XX includes rent, plus high speed internet, insurance, pest control, air filter delivery, utility setup assistance, credit building and more at a rate of $XX/mo, included with the rental. Residents have the option to personalize some components during onboarding, which may increase or decrease the monthly amount. More details upon application. —--------------- In this model, the “All-In Price” is the most prominent figure, or is displayed alongside the Base Rent, in at least the same font and format, to provide full context and maintain compliance. This ensures that residents understand what they are paying for and how much it costs. See Greystar and Invitation Homes website advertisements below: In line with the FTC guidance, several states, Nevada, New Mexico, Colorado, Massachusetts, and Connecticut have recently passed laws requiring full disclosure of the total monthly price, inclusive of required fees. Included in the laws are requirements to disclose total price on the first page of the lease, and other locations where the rent amount is presented to the resident. Second Nature’s Resident Experience Platform empowers property managers to bring transparency, choice, and convenience to residents, starting with resident onboarding. Residents get a clear, engaging walkthrough of their lease responsibilities and can customize their living experience before signing their lease. The shift in property management By listing the total price at every phase of advertising from listing to lease, property managers ensure: Consistency: Meeting the expectations set by federal guidance and state-level laws. Clarity: When the all-in price is the standard, the clarity reduces resident confusion and frustration and builds confidence in the property manager and their brand. Technology & the path forward While some real estate marketplaces and software providers support dynamic pricing displays, not all providers do yet (though active changes appear in motion). At Second Nature, we are working with some of the major providers to enable this in a clear and efficient way. We encourage property managers to work with their software partners to utilize fields that meet the guidelines. As this capability becomes standard nationwide, it will help property managers meet regulatory expectations, and foster transparent, clear experiences where everyone wins. To get more updates from Andrew Smallwood, connect with him on LinkedIn.

Calendar icon December 19, 2025

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Recapping 2025 at Second Nature

2025 has been an eventful year in the world of property management, and it was a busy time here at Second Nature, too. Our mission is to create triple win experiences for residents, investors, and property managers, elevating the industry and making renting easier for everyone. That’s why, this year, we released several major updates aiming to help PMs like you grow your business and set yourself up for success in 2026. We’ve put together a short video to recap three new products that we launched in 2025, all of which are available today. You can easily schedule demos for Group Rate Internet, Resident Onboarding, and Resident Onboarding Lift today. Group Rate Internet When we launched Group Rate Internet in March, we knew it had the potential to deliver real value for residents around the country. Because 98% of residents already pay for internet, we were confident that allowing property managers to offer it at a below-market rate would create wins all around. Besides, the 2024 NMHC and Grace Hill Renter Preferences Survey Report, which surveyed over 172,000 renters nationwide, found that 90% of residents said high-speed internet was a must-have. It was the third-most wanted amenity behind air conditioning and in-unit laundry. What we’ve seen in the last nine months is thousands of residents enjoying gigabit-speed internet across the country. And now, Second Nature has coverage for more than 80% of single-family homes in the U.S., helping you improve the lives of more residents than ever. Resident Onboarding This fall, we also announced that Second Nature was officially the industry’s first Resident Experience Platform, going beyond just the Resident Benefits Packages you know and love. With the introduction of Resident Onboarding, you can provide your residents with a unique, personalized lease signing experience and onboarding flow. Our goal was to help you offer your residents choice while also reinforcing accountability and transparency. Since adopting Resident Onboarding, property managers have seen: Leases signed faster Fewer lease-related questions Residents choosing to upgrade eligible benefits 25% of the time Thanks to research from our friends at AppFolio, we know that residents who are satisfied with the move-in process are 86% more likely to recommend their property manager, and 29% more likely plan on renewing. By making move-in and onboarding more seamless, you can improve both the resident experience and your resident retention. Resident Onboarding Lift Speaking of AppFolio, our partnership has allowed us to integrate our technology and services directly into the AppFolio platform. Now, property managers who use AppFolio as their property accounting system can leverage Resident Onboarding Lift, which gives you access to all the same leasing and onboarding flows from Resident Onboarding, right within your AppFolio account. There’s no need to add new logins or new tools to adopt, so your team can integrate personalized leases right into their existing workflow. Save time, improve resident understanding, and minimize extra admin work for your staff. Looking ahead to 2026 As we approach the new year, all of us at Second Nature want to express our deepest gratitude for your partnership and trust. This industry improves when property managers like you choose to elevate residents and investors, build relationships, and make renting better for everyone. We’re excited to see how the creative, innovative PMs we speak with every day can continue transforming property management in 2026, and we’re thankful to be part of so many adventures. We hope you find some time this holiday season to relax and unwind, and head into the new year refreshed and ready to keep pushing your business forward. From everyone here at Second Nature, Happy New Year!

Calendar icon December 17, 2025

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Property Management Revenue: How Can Managers Increase Ancillary Revenue?

Ancillary revenue is a huge profit driver for property management companies. Today, we're looking at what ancillary revenue is, how it can give you better results, and how to get started building ancillary revenue streams. What is ancillary revenue? Ancillary revenue refers to any additional income not including rent that you derive from the properties you manage. By becoming greater service providers, PMs create opportunities for more revenue streams. There is a lot of money to be made in ancillary income in the property management industry and real estate industry. But many property managers don’t even consider the wealth of opportunities to increase profit, grow your business, and increase the satisfaction of your residents that ancillary income opportunities provide. It may seem counterintuitive to suggest that a practice exists that will simultaneously increase the amount your residents pay and increase their satisfaction with you, but if you provide the right ancillary services, and your residents find value in them, you can build a winning situation for all involved parties. How can property managers generate ancillary revenue? The best way to sustainably drive ancillary income for you and your business is by generating more value that your residents and investors want and charging for what that value is worth. Ancillary charges can apply to your investor clients and your residents. In short, property managers should figure out what’s important to their residents and clients and monetize those things. Ancillary revenue opportunities can come from programs that drive resident satisfaction, such as Resident Benefits Packages, property upgrades, pet insurance, pet rent, etc. You can also drive extra revenue through additional fees such as application fees or pet fees for new residents or for behaviors you want to discourage, such as late payment fees, early termination fees, paper lease fees, vendor screening fees, etc. Ultimately, each of these programs help to achieve what we call a “triple win.” A triple win, as described in this video, is any concept that manages to benefit the renter, you and your team of property managers, and the property owner. ‍ ‍ The importance of the triple win comes from the idea that long-term success that results in long-term profit must correlate with long-term satisfaction. Keeping all involved parties in a transaction satisfied will lead to high rates of re-signing, whereas ancillary income programs that residents don’t find value in can decrease renter satisfaction and hurt your bottom line in the long-term. Ancillary revenue stream examples in property management Let’s look at some of the most common and successful ancillary revenue examples. Ancillary programs work well for both multifamily and single-family rentals. You can break ancillary charges down into two categories: fees vs. special programs. Ancillary fees First, there’s the ancillary fees approach. Those can include the following. Resident-focused Security Deposit Processing Fees Leasing or Lease Amendment Fees Paper Lease Setup Fees Lease Renewal Fees Renters Insurance Late Fees Investor-focused Inspection and Maintenance Monthly Fees Marketing Fees (social media, etc.) Insurance Risk Mitigation Fees Vendor Screening Fees Rent Protection or Eviction Fees Essentially, property managers should be sourcing income on anything they’re spending money on themselves. This ensures that you can continue to grow, add on value, and pay your employees. Ancillary fees also help encourage the kind of behavior you want from your investors and residents. You don’t want residents to pay late? Incentivize on-time payments by adding a fee for late payments. You don’t want investors requiring you to use their vendors instead of yours? Charge a small fee for vendor screening. Then you’re either getting paid for your extra time, or the investor will decide it’s not worth it, and you’re saved the extra burden on your team. Special programs Of course, property managers can also generate additional revenue by developing programs that boost resident happiness and satisfaction. These programs can also help encourage the behavior you want, but the goal is more driven by a desire to improve the resident experience. The most popular – and effective – form of special program is the Resident Benefits Package. An RBP can include several different benefits for residents, from credit reporting to move-in concierge services to identity protection. And they’re easy to monetize for property managers. Increasing property management revenue The residential real estate market is changing. By finding new ways to generate revenue, property managers can accelerate business growth. Ancillary revenue is one of those ways, and it works by providing real value to the resident. These programs don’t necessarily have to directly create revenue, although many do, but the key is always to create value. Of course, some programs work better than others – and some attempts to drive ancillary income can actually do the opposite: drive investors away, or cause resident complaints. Let’s look at a few examples of what is and isn’t working for property managers. Ancillary revenue streams that are working Here are a few examples of the best drivers of ancillary revenue in property management. Resident gift programs One example of a program that creates value for the resident without charging the resident is a Christmas gift program run by the Home River Group based out of Boise, Idaho. Residents at HRG’s properties receive a gift package every holiday season that includes gift cards to local restaurants, movie theaters, bowling alleys, etc. This comes at no charge to the resident, but it does create happy renters, which leads to sustainable revenue in property management. 24/7 maintenance Another great example is 24/7 maintenance, which is often amenitized. Professional SFR managers have web portals, apps, 24/7 hotlines as part of their operations that enable a more professional and convenient resident experience. And it leads to faster resolution. Including maintenance support in a resident benefits package helps differentiate your service. Adding value through a resident benefits package also adds a new revenue stream for a property management business. Convenience services Convenience services are great examples of ancillary income programs that do drive immediate profit and achieve a triple win. Residents tend to realize a lot of value from convenience services, and these services have become the expectation for renters. Second Nature’s air filter delivery service, which is widely used by property managers around the country, achieves this by providing the resident with cleaner air to breathe and lower utility bills, providing the owner with the peace of mind of knowing the air filters are being changed on time, and providing you with some added ancillary revenue. A great way to identify opportunities for ancillary revenue services that achieve a triple win is by asking your residents. Just ask them. They’ll tell you what services they’re interested in and willing to pay for. This will not only help you identify key insights for your business, but it has a positive side effect of improving the relationship you have with your residents. Premium amenities You can also expand your offerings to include more premium options for residents, like dog walking services, electric vehicle charging stations, or smart home technology. These kinds of service offerings can often entice residents, even if they come with an amenity fee. The result is higher resident satisfaction paired with extra income. What doesn’t work in driving ancillary revenue As you can probably infer, programs that don’t work will be the ones that don’t achieve the aforementioned triple win. Property managers are starting to realize the value of the long-term game. The extra effort required to make sure residents feel respected and not leveraged specifically for profit creates a lot of value for the PM as it keeps renewal rates high. Here’s the type of behavior PMs should avoid when designing an ancillary revenue strategy. Cheap money grabs When your residents feel like they're just a warm body that pays monthly rent, that's really going to sour the relationship that you need to be focused on here. Truthfully, ancillary income can be created very easily, but cheap money grabs that make residents feel used are not going to be sustainable, and sustainable is the key word here. For example, there's a big difference between charging a pet fee vs. providing pet services and building a truly pet-friendly community that you also charge for. Not understanding what residents value If the resident doesn’t see value, your program’s long-term prospects are not going to be good. Understanding where a resident will find value also requires you to understand how a resident perceives value. There is a saying in marketing that perception is reality, and whether or not you realize it, you're perpetually marketing your properties to residents. How they perceive their experience is going to affect how they feel when it's time to renew. Mixed messaging The best ancillary benefit package in the world is going to be perceived negatively if the messaging around it uses words with negative connotations. Avoiding words like “fees” can help prevent a negative perception of a service you as the property manager are providing. A perceived lack of value for a required program contributes to a resident that feels disrespected, and a perceived lack of value for an optional program results in a program nobody uses. Either way, no benefit to the resident means no benefit to you. In the end, the best way to drive ancillary income is to find programs and services that add value for your residents and clients, and generate profit for your business. FAQ What is ancillary revenue in property management? Ancillary revenue is additional income property managers earn beyond rent, such as through pet fees, resident programs, or convenience services. Why is ancillary revenue important for property managers? It boosts profitability, offsets operational costs, and strengthens resident relationships by offering valuable, service-based add-ons. What are examples of ancillary revenue streams? Examples include Resident Benefits Packages, pet rent, maintenance fees, late payment fees, and convenience services like air filter delivery. How can property managers increase ancillary revenue? By identifying resident needs, adding service-based programs that deliver value, and monetizing convenience features that improve satisfaction. What is a resident benefits package (RBP)? An RBP bundles services like credit reporting, insurance, and maintenance support into one program that benefits residents and generates revenue. Can ancillary revenue improve resident satisfaction? Yes. When residents perceive real value—such as cleaner air, easier maintenance, or rewards—they’re more likely to renew leases and stay longer. What are common mistakes in ancillary revenue programs? Overcharging, poor communication, and offering services without clear value can harm resident trust and lead to turnover. Do ancillary fees differ for residents and investors? Yes. Resident fees may include late or pet fees, while investor fees can cover vendor screening, marketing, or inspection services. How can property managers find new ancillary income ideas? Survey residents, review competitor offerings, and identify pain points where convenience or service can be monetized sustainably. What is the “triple win” in property management? It’s when a program benefits residents, property managers, and owners simultaneously—driving satisfaction, efficiency, and profit growth.

Calendar icon December 5, 2025

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10 Steps to Onboard New Tenants

The tenant onboarding process is a critical step in ensuring a positive and productive relationship between residents and property managers from day one and usually occurs during the lease signing. For property management companies, new tenant onboarding represents a cornerstone of the "Triple Win" philosophy we advocate here at Second Nature. That's because an optimal process benefits all parties. As we mentioned, not only does a smooth onboarding experience foster tenant satisfaction, but it also delivers winning conditions for a positive tenant who is excited about their new home. It also recognizes their role as property residents rather than transactional entities and sets a positive tone for their experience with the property. On the part of the property management company, it also demonstrates professionalism and competence, which not only boosts your brand, but also enhances your ability to attract potential tenants in the future. Finally, it protects the real estate property owner. Clear communication of lease terms, expectations, and maintenance procedures helps reduce the risk of issues such as late payments, property damage, or misunderstandings. But how do you actually optimize the onboarding process? Today we'll look at standardized procedures you should implement to ensure consistency and a positive outcome for all. Note on language: "Tenant onboarding” is a commonly used industry term, but at Second Nature we're trying to evolve the word "tenant." We’ve seen the incredible work property managers do day in and day out to make renters feel like they’re so much more than just a tenant – they’re residents. Making renters feel like residents isn’t just philosophical, it also encourages them to invest in care for their home and add value to the property. This is why, at Second Nature, we prefer to call tenants “residents.” Like you, we think of them as people first – making your property their home. Why is the tenant onboarding process important? The tenant onboarding process is important because it sets the stage for the entire tenancy experience. Proper onboarding helps make sure that residents are well-informed about their responsibilities, as well as the property management company's expectations, which can lead to fewer misunderstandings and conflicts down the road. It also helps build and maintain a strong relationship between the resident and the property management team, which can lead to higher resident satisfaction and retention rates, which is especially beneficial to PMs. By creating a positive first impression, the onboarding process can significantly impact the long-term success of the rental arrangement for all parties involved. Steps to onboard new tenants While the only hard and fast rules you need to follow are determined by local laws, here are some key steps you'll want to make sure you're taking as you onboard your new residents and seek to foster a successful resident relationship: 1. Run background checks, collect and verify all tenant information The onboarding process starts with thorough tenant screening and background checks on prospective renters. The process of ensuring the accuracy of tenant information can be time-consuming, so this is where you will realize the greatest efficiencies as you optimize the process. Start by leveraging screening and credit check/credit score service providers to assess a tenant's financial responsibility and ability to meet rent payments, as well as identify any prior evictions or tenancy issues. Criminal background checks, run in accordance with fair housing laws and anti-discriminatory practices, can uncover potential red flags that may represent risks to the property or other tenants. You should also use standardized application forms that clearly request information, such as: Full legal name, contact details, and date of birth Employment information and income verification (via recent paystubs or employer contact details) Previous rental history, including contact details of prior landlords Emergency contact information Directly contact previous landlords and employers to confirm details provided by the prospective tenant, and verify the government-issued photo ID (driver's license or passport) they supply to confirm their identity. Consider offering an online application portal where tenants can submit their information and upload important documents securely. This allows for faster processing and reduces manual data entry (and therefore reduces the risk of errors). Again, ensure that all screening processes comply with fair housing laws to avoid discrimination based on protected characteristics. Related: Tenant Screening Checklist: Free Template and Form Example 2. Explain the lease and sign the agreement It's critical for all parties that you be transparent and clear about lease terms. To achieve this clarity in a repeatable, standardized way, consider structuring the process into four distinct stages: (i) Pre-signing review Schedule a dedicated time with the tenant to review the lease agreement. In the agreement itself, it's important to use clear, concise, and plain language that avoids legal jargon. Explain each clause, addressing key points like rent amount and due date, security deposit details and return policy, allowed usage of the property and any restrictions (such as pets or modifications), maintenance responsibilities of both the tenant and the property manager, and termination clauses/notice periods. (ii) Addressing concerns After the pre-signing review, proactively invite questions and address any areas of confusion or concern. Have supplementary materials and any other necessary information readily at hand, such as property manuals or tenant handbooks. (iii) Lease signing process Consider offering the option of secure e-signatures for a convenient and efficient signing experience, but do ensure readily available hard copies of the lease for traditional in-person signing preferences. (iv) Post-signing follow-up: Present tenants with a signed copy of the lease agreement for their reference. At that point, you should outline the next steps, such as payment details (more on that below) move-in date and procedures, utility setup details, and contact information for maintenance requests or emergencies. 3. Collect payments and security deposits An efficient tenant onboarding process will prioritize secure and convenient methods for tenants to submit their security deposit and rent payments. Naturally, this starts and ends with clear communication. If you have not covered this in the context of the lease agreement, do so now: Clearly outline all available payment methods, as well as rent due dates, late fee structures, and any associated payment processing fees. It's helpful to provide flexible payment methods. Options include secure online portals (whether hosted on your site or by a third-party payment processing provider) that allow tenants to pay using debit cards, credit cards, or e-transfers. This option presents multiple advantages, including automatic recurring rent collection, online receipts for all transactions, and a record of payment history for easy reference. You can also offer the option of direct bank transfers between the tenant's account and the accounts of your property management company. For technology-averse tenants, you may find it necessary to offer traditional payment methods such as cashier's checks or money orders, which provide a secure way for tenants to submit payments without the risk of personal check bounces. When it comes to security deposit handling, compliance is key. You must adhere to all local and state regulations regarding security deposit amounts, holding periods, and interest accrual (if applicable). It's helpful to hold security deposits in a separate account designated solely for this purpose. This demonstrates transparency and protects tenant funds. 4. Share copies of electricity and gas safety certificates While some regulations require property managers to make electricity and gas safety certificates available on request, in certain jurisdictions, the property management company may be legally obliged to provide them during the onboarding process. Always consult with local regulations and ensure compliance to avoid any legal issues. In any case, by proactively providing copies of safety certificates, clearly explaining their purpose, and maintaining proper records, property management companies demonstrate a commitment to tenant safety and uphold a high standard of professionalism. This fosters trust and transparency throughout the tenancy. While the certificates indicate the overall electrical and gas safety of your rental property, as well as any potential hazards, they also emphasize the tenant's responsibility to report any observed issues or concerns promptly. 5. Schedule move-in To efficiently schedule the move-in, inquire about the tenant's preferred move-in date and time frame during the lease agreement signing process. If you're offering a few available move-in windows, strive to accommodate their preferred date and time, as this demonstrates your commitment to tenant satisfaction. If the tenant's preferred date is unavailable, propose options that minimize disruption, such as an earlier or later move-in time within the same day. Once a mutually agreeable move-in date and time are established, send a confirmation email or document outlining the details as well as a move-in checklist. Note that Second Nature includes a move-in concierge as part of its Resident Benefit Program. 6. Prepare the property for move-in day The onboarding process culminates in a meticulously prepared property for the tenant's arrival. Start by conducting a pre-move-in inspection and cleaning. This covers the entire property, including: Floors, windows, and all surfaces. Appliances Bathrooms and kitchens Ensure that all smoke and carbon monoxide detectors are operational, and have fresh batteries. Also, address any outstanding maintenance or repair requests, and verify that all applicable utilities are functioning properly. You'll want to take any meter readings in the presence of the tenant during the move-in process. Consider providing small "welcome amenities'' (toilet paper, tissues, light bulbs, and so on), as well as a welcome packet that includes contact details, important property information, trash collection schedules), and emergency procedures. Such gestures foster a sense that the property is being managed with care. 7. Deliver keys and share property manager contact information While the process of delivering keys and sharing contact information may seem trivial, it's an excellent occasion to once again demonstrate your professionalism and care for the property. First, coordinate a convenient time for the tenant to pick up their keys. This can occur during a move-in walkthrough or previously. Consider offering flexible options for key collection, such as collection of keys from the property management office, or secure drop-off at the property, if this is feasible. Maintain a record of the specific keys issued to the tenant. If the property utilizes key fobs or electronic access systems, ensure the tenant receives proper instructions and activation procedures. As far as contact information goes, provide the tenant with various contact methods, including any dedicated phone lines for tenant inquiries and maintenance requests, email addresses for non-urgent communication, and access to an online tenant portal (if applicable) for rent payments, maintenance requests, and communication. If you have not already done so, outline your operating hours and response timeframe for inquiries and maintenance requests. Provide a separate after-hours emergency contact number for urgent situations. 8. Leave a welcome message, card, or gift pack for the tenant While not essential, incorporating a personalized touch during the onboarding process can significantly enhance the tenant's experience. For instance, a brief handwritten note left at the property upon move-in adds a personal touch, as does a warm welcome email. Such a message can express that the tenant has chosen your property, offer availability to answer questions, and reiterate important contact details for the tenant's reference. Professional greeting cards with similar messages are also an effective way of enhancing your brand, particularly when co-branded with local restaurants and grocery stores to offer discounts or coupons. Another option consists of gift packs containing small, practical items such as basic toiletries, coffee/tea, baked goods, or cleaning supplies. Ensure that any message, card, or gift reflects a professional tone and avoids overly personal greetings. 9. Follow up after one week with the onboarded tenant to get feedback An optimal onboarding process extends beyond the initial move-in. Following up with the resident after a week demonstrates your company's attentiveness and professionalism, and goes a long way toward boosting retention rates. Schedule a follow-up call or email approximately one week after the tenant has settled in (at which point they will have become well acquainted with the property). A call allows for a more personal touch and enables the tenant to voice any concerns directly, while an email gives them the flexibility to respond at their convenience, as well as providing a written record of the communication. Sample wording might go along the lines of: "I hope you're settling in well at [property address/name]. Is there anything we can help you with?" or "We hope everything is going smoothly after your move-in last week. Do you have any questions or concerns we can address?" Remind the tenant of the various contact methods available for the property management company, and address any raised concerns promptly to demonstrate your willingness to assist in resolving issues. You may also wish to consider incorporating a brief tenant satisfaction survey into the follow-up email, if you've chosen this approach. This can provide valuable insights into areas where the onboarding process can be further improved. 10. Schedule periodic rental inspections with the tenant A crucial aspect of responsible property management involves conducting periodic inspections. Here's a professional approach to scheduling these inspections while fostering a positive relationship with the resident. Clear communication is paramount. It's important that you outline the frequency and purpose of inspections within the lease agreement, and explain the rationale behind inspections, emphasizing property maintenance and ensuring tenant safety. Of course, you'll reserve the right to conduct immediate inspections in case of emergencies or suspected violations of the lease agreement. However, prioritize informing the tenant whenever possible, and always adhere to local and state regulations regarding the frequency and notification requirements for rental inspections. Before scheduling an inspection, provide ample written notice. This allows residents to prepare the property and minimizes disruption. As necessary, work with the tenant to find a mutually agreeable date and time for the inspection. Allow the tenant to be present during the inspection, and limit the inspection to the essential aspects, avoiding intrusion into personal belongings. Download our rental inspection checklist to ensure you’re covering all the bases. Then, provide the tenant with a copy of the inspection report, highlighting any findings or maintenance needs. Tips to improve the tenant onboard experience A smooth and efficient onboarding process can set the stage for a positive tenant experience. Below are some helpful tips: Create a property management tenant onboarding checklist A comprehensive tenant onboarding checklist helps ensure that no critical steps are overlooked. This checklist should include all tasks, from initial background checks to the final move-in day preparations. This will help maintain consistency and efficiency in your onboarding process, and ensure that every resident receives the same high level of service. Create a welcome package for new onboarding tenants A welcome package can make new tenants feel appreciated and valued right from the start. It can include practical items such as toiletries, cleaning supplies, baked goods, and information about the local area. Personal touches such as a handwritten welcome note or discounts to local businesses can also enhance the resident’s initial experience, as well as the image of your property management company. Use technology to streamline processes Utilize technology to streamline the onboarding process. Offer online applications, e-signatures for lease agreements, and an online portal for rent payments and maintenance requests. Technology can make the process more convenient and efficient for both property managers and residents, and easier for PMs to manage the status of everything. Dedicated tenant onboarding software, like Second Nature's Resident Onboarding, can help communicate essential information, help residents better understand rules, responsibilities, and expectations, and customize the resident benefits that you offer. Personalize the experience Personalizing the onboarding experience can make residents feel valued and welcome. Address them by name, remember important details about them, and provide personalized touches such as a welcome note or small gift. Final thoughts Remember, an onboarding process is not just a series of steps; it's a tool to enhance communication, establish expectations, and create a positive resident experience. Our top recommendation for ensuring a world-class resident experience is to build a resident benefits program. Second Nature has pioneered the only fully managed Resident Benefits Package for single-family property managers. Learn more about resident experience management in our State of Resident Experience Report, or explore the benefits of a Resident Benefits Package. FAQ What is tenant onboarding and why does it matter? Tenant onboarding (or resident onboarding) is the process of welcoming new residents, reviewing lease terms, collecting payments, and preparing the property before move-in. A smooth onboarding process sets expectations, builds trust, and reduces issues later in the lease. How is a resident different from a tenant? At Second Nature, we use the word “resident” because renters are more than just tenants. Thinking of them as residents emphasizes their role as people making your property their home, which fosters stronger relationships and long-term retention. What steps are included in the tenant onboarding process? The process typically includes screening and background checks, explaining and signing the lease, collecting rent and security deposits, sharing safety certificates, scheduling move-in, preparing the property, delivering keys and contact info, providing a welcome message or gift, following up after move-in, and scheduling periodic inspections. Why are background checks important during onboarding? Background and credit checks help verify tenant information, assess financial responsibility, and identify potential risks. This protects property owners while ensuring a safe and secure community. What should be explained during the lease signing? Lease signing should cover rent amounts and due dates, deposits, property use rules, maintenance responsibilities, termination clauses, and payment processes. Transparency prevents future misunderstandings. How should security deposits and rent payments be collected? Offer secure and flexible options such as online portals, direct transfers, or checks. Always comply with local/state laws regarding security deposit limits, storage, and refunds. What documents or certificates should new tenants receive? Residents should receive electricity and gas safety certificates (where legally required), lease copies, and any property manuals or welcome packets. Providing these documents promotes safety and transparency. How should property managers prepare the home before move-in? Managers should inspect and clean the unit, test appliances, replace detector batteries, take utility meter readings, and provide essentials like trash schedules and emergency contacts. How can property managers create a great first impression? A welcome gift, handwritten note, or branded package with local coupons adds a personal touch and shows residents they’re valued from day one. Should property managers follow up after move-in? Yes. Following up within a week helps identify concerns early, boosts satisfaction, and strengthens trust. A short call or survey can provide valuable feedback. Why are regular property inspections necessary? Periodic inspections help maintain property condition, ensure resident safety, and prevent costly damage. Always provide proper notice and comply with local regulations. How can technology improve tenant onboarding? Online applications, e-signatures, payment portals, and resident portals streamline the process, reduce paperwork, and create a smoother experience for both managers and residents.

Calendar icon December 3, 2025

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Property Management Referrals That Actually Convert: How to Build Strategic Partnerships

A study by McKinsey found that the main factor behind up to half of purchasing decisions is word of mouth. A successful referral can set up your property management company for the long term. A bad referral can lead to stress, late nights, and overwork. So how do you nail a good referral program? We sat down with an expert to get some answers. Jim Roman is the Director of Results at Business Owners Institute, LLC, and a speaker and coach well-known in the property management industry. Jim helped us talk through the best practices for getting referrals, how to build a (legal) referral program, and how to follow through for success. Key Learning Objectives: What you need for successful property management referrals How to optimize the referral process What your program goals should be How to promote referrals How to track referrals and their success How to maintain and nurture your referral relationships Meet the Expert: Jim Roman, Director of Results at Business Owners Institute Jim Roman founded Business Owners Institute 18 years ago to help business owners and their teams make more money, have more time, and – most importantly – have a life beyond their business. He coaches leaders from many industries and has a strong client base in property management. From a course called “How to Double Your Income in 90 Days,” his work has grown into a nationwide coaching and consulting business. Essential components of successful property management referrals A property management referral program is a marketing strategy that incentivizes your current clients to refer new clients to your PMC and grow your doors. Referral marketing is one of the best ways to grow a quality client list in any business. But in the property management business – where relationships and word of mouth still reign supreme – referral marketing is an essential strategy. A relationship-based approach Roman urges property managers to keep local laws and regulations in mind when discussing a referral “program” rather than casual referral strategies: “A referral program would be that you get compensated for referrals,” Roman says. “You have to be careful in the property management industry when you do this kind of stuff. The laws are different throughout every state. For example, in Virginia, you’re required by law to give two to three people when asked about a realtor or realtor referral program.” Roman urges that a relationship-based, win-win approach – over a referral fee – is far more effective for long-term outcomes. He has coached hundreds of companies on how to build a successful, relationship-based referral strategy. Defined target audience A defined target audience is critical to the success of your relationship-based referral marketing. Roman outlines three key audiences for getting referrals: 1. Current clients According to Roman, the average investor has two to three property management relationships with many rental properties. You may not even know about those other properties if you don’t have a strong relationship with their investor. “One of the things I teach my clients to do is what I call an Owner Outreach Program,” Roman says. “Reach out to the property owner, check in on them and how they're doing. Tell them ‘We're not asking for money and there's nothing wrong with your property. I just wanted to check in and find out where your goals are for this year.’ Next thing you know, they go, ‘Well, it's funny you should call. I have a couple of properties I want to give to you.’” 2. Past clients The next strategy for your target audience is to check in with past clients. “You might check in with them and see how they're doing,” Roman says. “They might say, ‘Oh, it's funny you should call me. I'm not happy with my property manager. I should never have left you.’” He adds that if they are happy with their current arrangement, they likely won’t pick up the phone when you call anyway – “so you have nothing to lose.” 3. Strategic partners Roman says, “Think about people who have databases that you would want where partnering with them could be very profitable.” The number one source of business for property managers is real estate agents. After that, Roman lists CPAs, investment advisors, and estate planning attorneys. "If someone passes away," Roman says, "and someone else inherits some properties, who's going to know that? The CPA, the investment advisor, or the estate planning attorney.” Achievable goals for referrals The next factor is to set achievable goals for your referrals. Roman advises his clients to identify between six to eight referral partners to refer clients. “It only takes three technically, but you don’t know which of the six to eight will be your three,” Roman says. “If one quits, you’re down, losing a third of your referrals.” He advises a strategy to focus on the three target audiences above – current clients, former clients, and strategic partners. “I might have three relationships in each category,” Roman says. “Not all are going to refer you. But the key is that you can answer if someone asks you for a CPA, etc. Then, eventually, those partners will start returning the favor and referring you a lot of business.” A clear referral reward system Roman says that the best rewards systems offer incentives. but also give people options. He shares an example of a referral program he promoted. “It was a March Madness referral program,” Roman says. “For the month of March, if you refer us any clients, you get a choice of one of three things: $250 credit towards coaching in the future, $100 gift card to your favorite restaurant, or $100 to your favorite retail store.” The power in that is it’s giving you options, which helps ensure you’ve hit on something that each person might want. Note: Again, remember to follow your local laws. A marketing strategy to promote your referral program According to Roman, the key to any marketing strategy is to bring awareness to the fact you are looking for referrals. “This is important,” Roman says. “Some people think you’re doing so well you don’t need it. But who doesn’t want new business?” Romans says that he sends a survey at the 90-day mark of getting a new client and asks, “How are we doing?” Then, they add the question: “What could we do to make it easier for our clients to refer us?” “One woman said, ‘I just need a flier,’” Romans says. “That was so easy!” The RISEE method: 5 steps to optimize referral conversions Next, Roman walked us through the steps to optimize the referral process. He advises his clients to use the RISEE process: build Relationships, Identify opportunities, Strategize, Execute, and Evaluate. Step 1: Build Relationships (R) At this point, it should come as no surprise that the “r” is for “relationships” – the most important part of any referral plan. Roman says, “One of the questions I love to ask people is how they got into their industry and what they enjoy most about their business. You're going to find a connection and build that relationship.” He also warns that how you approach is key. “You don’t say, ‘Let’s get together to see how we can help each other out.’ You should be trying to identify what is a good referral for them. So you should say, ‘I would love to learn about how we would be able to refer you and see if it’s something we can partner on.’ It’s about them, not you.” Step 2: Identify opportunities to refer (I) That leads us to the next step: Identify opportunities to refer – both for them and for you. Roman says it’s important to get very specific here. For example, if you’re working with a realtor, don’t just go with “they’ll take anybody looking to buy a house.” For your own referrals, be clear on what property management services you’re offering. Roman says, “That's not specific enough. Is someone upsizing? Downsizing? Is it a half-million-dollar house? A million-dollar house? Another way I go about this is I'll ask them to give an example of some of the types of clients they’re working with now.” “This identifying step takes some time,” Roman adds. “The whole process should not happen in one sitting.” Step 3: Strategize on how to do it (S) Roman says the key here is to identify what has worked before. “So when I ask how I should refer someone, they always give a sales answer. They'll give you the words that they would say if they were in front of the prospect. But you're not a salesperson for them, so you can't do it that way.” Instead, says Roman, “I might say, ‘What are different ways people have referred you in the past?’ Rarely does anybody ever ask that question, but it makes the strategy part so much easier.” Step 4: Execute that action (E) This is all about holding up your side of the bargain. Once you’ve identified opportunities and built a strategy for both of you to refer to each other, you need to actually execute. “Tell them, ‘I want to commit to giving you at least one referral by this month,’” Roman says. “And that's important because usually if I really want a referral relationship, I have to give first. A lot of times, people say, ‘Okay, this was great. I'll figure out how I can help you.’ Yeah. You're not gonna help me, you're gonna forget about me.” Instead, commit yourself to a goal and timeline so your partner knows you’re serious. Roman suggests a script like: “Okay, I’m looking to refer you in the month of April, and I'm going to work on getting you one referral. Is that okay with you?’” They’re going to say yes. Step 5: Evaluate how it went (E) “A lot of times there is no evaluation,” Roman says. “But the second E is the power in this whole process – debriefing, training me to know what worked. I need to learn.” “Ask ‘What would be better,’ rather than just asking, ‘Is this going okay?’” Roman recommends. Without following up, you can easily lose that referral to another relationship. Roman says he’s seen it happen time and again. Follow-up and evaluation are critical to generating more referrals. We’ll share more on evaluating your program below. 6 ways property managers promote referral partnerships Remember that when it comes to referrals, your state’s laws may have strict requirements on what is allowed. Keep those legal restrictions in mind. However, in terms of building referral partnerships and strategies, you can follow several paths to promoting your plan. Create a dedicated referral program landing page Again, people don’t know you need referrals unless you tell them. Create a landing page for your website that’s simple, clear, and lets people know exactly how to refer you. Use social media Reviews, likes, comments, and more on social media are one of the best ways to get word of mouth out there. (You can join Second Nature’s Facebook group of active, supportive property managers.) Send email marketing campaigns Once you’ve identified your target audience of current clients, former clients, and strategic partners, you can build email campaigns targeted specifically to each. Sign strategic partners for cross-promotion Strategic partners are any businesses that have a database that could add value to your company. As Roman outlined above, the best partners for property managers are real estate agents, CPAs, investment advisors, and estate planning attorneys. Remember: To get referrals, let people know you want referrals! Use hyperlocal advertising campaigns This is so simple but so effective. Roman says, “I always recommend going out to real estate offices on a frequent basis. Bring donuts or bagels or offer to do a real estate sales meeting and buy breakfast. Make it frequent, not just one and done.” It’s about relationships and being the first PMC that comes to mind the next time they’re asked for a property manager referral. Track referral program performance: metrics that matter This brings us back to the second “E” in RISEE – evaluation. According to Roman, this is the most overlooked but important part of the process. Here are his tips to track and build upon your referral success. Track best-converting referral sources The key here is talking to your referral partners about your definition of a good referral, a better referral, and the best referral. “In referral relationships, we don’t always talk about that,” Roman says. “What’s a good referral? What’s a bad referral?” In property management, he says, a bad referral would be someone who is not flexible with their property management team and management agreement, won’t let you make any changes, etc. By contrast, Roman says, “A great referral will be an investor who says, I don't care, just get it done. I trust you. You're the expert.’ A middling referral might be the landlord who has a personal attachment to the investment property and wants to know what's going on on a regular basis. It's profitable, but it's not like the investor is ready to say, ‘I trust you, you're the expert.’” So the key here is to track which types of referrals you get that most quickly convert into profitable clients. Then let your referral partners know exactly what that client looks like. Optimize the referral program based on your partnerships Set your success metrics for your referral program and optimize your program based on reasonable goals. “First is setting your referral goals,” Roman says. “How many referrals are you hoping to get on a monthly basis?” Decide how many referrals per month you want from each of your strategic partners. “An average door, let’s say, could be worth $2,000 of revenue a year for a property manager,” Roman says. “So if I get three realtors giving me all three referrals, that's $6,000 of revenue to the company. Plus the first month's rent if you charge something like that. So I would wanna have a referral goal and then monitor how many I'm getting from all my partners.” The goal, too, is to be sure you’re getting as many referrals as you’re getting. Maintain strategic referral partnerships for long-term growth All of this is pointless, Roman says, if you aren’t nurturing those relationships. “It's important that you stay in touch with the person you’re referring and the person you’re referring to,” Roman says. “This is a team effort, not an individual effort.” Similarly, when you receive a referral, let the referring partner know how it’s going. Let them know if it was successful and how you’re nurturing that referral. They’re more likely to continue referring people to you if they know you’ll really follow through and take care of that person. Tiered reward system for best performers If you’ve built a reward system (within legal boundaries), consider creating tiers for the highest-converting referrals. Companies do this all the time with employee referrals. Set up rewards that correspond with the stages of growth or future sales with that referral. Do they convert into clients? Do they last over six months or a year or multiple years? Thank your referral partners by gifting them rewards for these milestones. This practice also helps to highlight for them what a good vs. better vs. best referral looks like for you. Understand what’s working by talking to your top-performing referral program partners Roman shares an example of how to really invest in those referral relationships. “I was working with a staffing firm where the boss was one of my top three referral partners. She told me, ‘If you can help Tracy, you'd be helping me.’ I said, ‘Consider it done.’ So I would get together with Tracy at least once a month for a cup of coffee to give her resumes. And she’d go, ‘Oh, thanks, Jim.’ And that was it. Six months into it, something told me to ask her, ‘Are these good referrals?’ She says yes, yet again. So instead, I asked, ‘Tracy, what would be a better referral for you?’ She had an answer: ‘Oh, a better referral would be orders. Resumes are great, but when companies give me an order, and they want me to place the person, that’s the best thing you could do for me.’ Within weeks, I came across a company that was looking to fill an order. I hooked them up with Tracy and followed up afterward. She told me it was the biggest deal of her career.” Roman says it’s critical to ask not just “Is this going okay?” but “How could it be better?” Again, that helps you nurture and understand their needs, and it’s likely they’ll return the favor. Property management referral program best practices: expert recommendations Okay, let’s review all we’ve learned from Jim Roman and make one last list of best practices. Here are some best practices for property management referral programs: Offer a valuable incentive: A strong incentive can motivate your existing clients to refer new business. Roman says, “A strong incentive from my experience is doing a great job for the referrals received. If you are going to give them monetary incentive, give them options.”‍ Keep it simple: Make it easy for clients to refer others by providing them with a simple and streamlined process. This could include a referral form or a unique referral link that they can share with others. Ask for this from your partners, as well.‍ Communicate regularly: Keep your clients informed about your referral program by communicating regularly via email or newsletters. This will keep your program top of mind and increase the likelihood that clients will refer others.‍ Leverage social media: Use social media to promote your referral program and encourage clients to share it with their followers. This can help you reach a wider audience and generate more referrals.‍ Follow up quickly: When a new referral comes in, follow up with them quickly to show that you appreciate the referral and are excited to work with them. Follow up with both sides.‍ Track results: Keep track of the referrals you receive and the incentives you offer. This will help you assess the success of your program and make adjustments as needed. In the end, it’s all about building meaningful, effective partnerships that benefit everyone in the long run. Get more property management tips, insights, and expert advice in our Second Nature Community. FAQ What is a property management referral program? A property management referral program is a marketing strategy that incentivizes current clients, past clients, and strategic partners to refer new property owners to your company. These programs can include formal incentive structures or relationship-based approaches that reward referrals through gifts, credits, or reciprocal business arrangements. Are referral fees legal for property managers? Referral fee regulations differ significantly across states. Some states prohibit unlicensed individuals from receiving compensation for property management referrals, while others allow it with specific disclosures. States like Virginia have mandatory referral disclosure requirements. Always verify your state's specific regulations before implementing a paid referral program. Who are the best referral partners for property managers? The most valuable referral partners for property managers are real estate agents, CPAs who work with real estate investors, investment advisors with high-net-worth clients, estate planning attorneys handling inherited properties, and real estate attorneys involved in transactions. These professionals regularly interact with property owners needing management services. How do I promote my property management referral program? Promote your referral program through a dedicated landing page on your website, social media campaigns, targeted email marketing to current and former clients, cross-promotion with strategic partners, and hyperlocal advertising like bringing breakfast to real estate offices. The key is making sure people know you want referrals. What incentives work best for property management referral programs? The most effective incentives offer options to appeal to different preferences. Examples include credits toward future services, gift cards to restaurants or retail stores, or non-monetary rewards like event tickets. Relationship-based approaches focused on reciprocal referrals often outperform one-time monetary incentives for building long-term referral partnerships.

Calendar icon December 3, 2025

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Property Maintenance Software: CMMS, Work Order & Vendor Management Platforms Compared

Property maintenance software solutions come in two basic categories: Platform Solutions: Property management operations platforms or accounting software that include maintenance support, among other full-service property management solutions. Dedicated Point Solutions: Property management software designed to tackle one specific problem – in this case, maintenance. When it comes to property maintenance software, single-family property managers have to first identify how they approach maintenance and, second, what tech solution will best support their team, workflows, and operational structure. It’s a daunting task! So, today, we’re going to look at some of the best approaches you can take and the best software available to you for property maintenance. We’ll explore both platform and point solutions, and outline how to weigh the pros and cons of each. Related: Best Single Family Property Management Software How we selected the best property management maintenance software Our team has extensive experience in both property management and technology, allowing us to accurately assess how any given software aligns with the needs of property managers. Our SMEs have taken a deep dive to evaluate each solution based on practical usability, reliability, and specific features that benefit scattered site and single-family property management operations. By focusing on functional capabilities as well as user feedback, we’ve curated a list that genuinely enhances efficiency and simplifies maintenance operations. The bottom line: This isn’t just a random list. Each recommendation we’ve discussed has been reviewed for confirmation by our team and SMEs so that it meets high industry standards. How to choose the right property management maintenance software There are plenty of factors that you'll want to consider when you're looking at different maintenance software for your property management company. Some of the most important points are: Portfolio size: Depending on how many units you currently manage—and how many you anticipate managing in the near future—some tools may work better for you than others. Scalability is an important consideration because you don't want to be dipping and replacing a tool a year from now because it can't grow with your company. Budget: Consider the amount that you can afford to invest in a maintenance management tool. While they can have very high returns on investment, they do require some time to see that ROI. It's also important to look at how a tool is priced. Some charge per unit while others have a flat fee or different pricing tiers. Existing tools and integrations: Make sure that the maintenance tool you select will play nicely with the other tools in your tech stack. You should be looking for a tool that will integrate with the rest of your services so that you don't have to do double data entry, which takes up time and can be highly error prone. One extra tip: make sure to read the fine print and find out whether integrations are included, or whether the maintenance tool you're looking at charges for integration points. 1. Second Nature Of course… we had to mention ourselves. (Our house, our rules!) While Second Nature isn’t necessarily a property maintenance software, it is a leading resident experience property management solution. We reduce maintenance needs through preventive maintenance strategies and take work off the property manager’s plate. For instance, our Air Filter Deliver service ensures that residents get convenient service, lower energy costs, and higher air quality. The result is that property managers and investors see a reduction in HVAC maintenance requests and costs. Other maintenance features included in our solution include on-demand pest control and utility setup. Best for: Single-family or scattered site portfolios where on-site maintenance teams aren't feasible. 2. AppFolio AppFolio is a full-service rental property management platform solution that is very popular with single-family property management companies. The web-based app streamlines and automates every stage of real estate management, including management, training, marketing and leasing, maintenance, accounting, reporting, and communications. For maintenance, AppFolio facilitates communication for work orders, and includes workflow automation, work order management tools, online maintenance and service requests, mobile inspections, and more. Pros: Easy-to-use technology with great UX Fully mobile and automated Customizable dashboards and advanced reporting Cons: An expensive platform if all you need is a maintenance point solution Best for: Large portfolios with single-family, multi-family, or mixed buildings. 3. Property Meld Property Meld is a leader in the small to medium-sized property management business space. It’s a maintenance point solution to optimize work order management, response time tracking, vendor and resident communication, scheduling, and analytics. Its built-in “Owner Hub” helps provide the right amount of transparency to your clients. Perhaps the best feature is the Insights Tool, which helps you track metrics like the median speed of repair, average resident satisfaction, vendor health score, total spend per unit, and more. Pros: The user interface is intuitive for PMs and residents Opening repair tickets take just minutes Tracking repairs and resident satisfaction is easy and transparent Powerful analytics help you see your success at a glance Cons: If you’re looking for a full-service operations platform, Meld won’t be the solution for you. Best for: Property management companies that already use another property accounting software but are feeling the pains of complicated maintenance workflows. 4. Rentvine Rentvine is a full-service property management platform that focuses on communication support between PMCs, residents, and clients. The platform streamlines application and tenant screening, inventory management, accounting with a manager’s ledger and client money tracked separately, marketing, leasing, and—of course—maintenance. The app tracks all your work orders from start to finish and supports communication between residents, property managers, maintenance staff, and vendors throughout. Pros: Easy to use with excellent customer support Owner and tenant portals work seamlessly Excellent accounting process Cons: Has fewer features than some competitors but is continuously improving Best for: Property management companies looking for general maintenance functionality as part of a larger property accounting system. 5. Lula Lula is another dedicated point solution focused on property maintenance technology. They leverage a network of vetted contractors to make finding the best technicians easy. Lula’s team becomes an outsourced extension of your property management company, troubleshooting, coordinating, and managing maintenance tasks. They operate in over 50 markets in the US and boast results like 80% one-trip resolutions and a net promoter score of 80. Pros: They do the work to vet and provide the vendors You can bring your own vendors in if you want to Integrates with any software Customizable plans for self-service or full-service Cons: May not yet be available in your market Only focuses on maintenance Best for: Property managers looking to expand their maintenance workforce in one of Lula's 50 available markets. 6. Buildium Buildium is a popular all-in-one solutions platform and property accounting software with excellent management features. The web-based solution and app provide support in accounting and invoicing, communications, leasing, and maintenance activities. Their portals provide tenant support, maintenance management, and templates to make every part of property management easier. Pros: A near-complete solution for property management Excellent tenant and owner portals and communication hubs Analytics and tracking to streamline operations and results A 14-day trial helps you evaluate if it’s a fit Customizable packages Cons: Lack of transparency for owners Expensive if all you need is a maintenance point solution rather than a full platform. Best for: Single- or multi-family, student housing, or HOAs looking for an integrated maintenance platform inside their property management tool. 7. Mezo Mezo is an AI-driven, cloud-based property maintenance management software, now part of the Property Meld family. The aim of the app is to take work off your plate by automating maintenance ticket responses, resolutions, and insights. Mezo takes requests directly from residents and uses conversational AI to ask questions in real-time, identify problems, and diagnose the issue. It will support residents in resolving the issue on their own or integrate with your management system to get work orders quickly sent. Pros: Residents can get help immediately when they have issues and potentially resolve themselves with Mezo’s chatbot support Technicians arrive with Mezo’s analysis and diagnosis, allowing them to come prepared and resolve issues quicker Integrates with most PMS options Cons: Doesn’t integrate with all other PM tech solutions As a newer technology, still has some bugs and gaps Best for: Large portfolios of properties focused on resident satisfaction and communication, already using one of the property management platforms that Mezo integrates with. 8. Lessen Lessen, formerly SMS Assist, is an enterprise-level solution providing tech-powered renovations and maintenance at scale. It’s an end-to-end platform for maintenance operations with a vetted vendor network and provides everything you need for maintenance or turning projects. PMs simply use the app to request projects, deploy Lessen network pros, track progress and checklists, check for quality control remotely, and process payments – all in one slick tech solution. Pros: Excellent, seamless tech that’s easy to use and deploy A fully vetted vendor network takes that work off your plate An established brand that has worked out the “kinks” in service Cons: More ideal for more enterprise companies who need scale (rather than smaller SFR PMs) Best for: Residential, commercial, or mixed portfolios that want to balance regular repairs and maintenance with large-scale capital projects. 9. DoorLoop DoorLoop is another full-service property management software that provides all the features a property manager needs to manage their portfolio. You can handle accounting, maintenance, listings, marketing, client success, and more, all from the app. For property maintenance, their software helps manage work orders, handle vendor payments, and track the process from start to finish. Pros: Intuitive, streamlined UX that’s user-friendly Great customer service Excellent integrations Cons: Ideal for landlords and smaller property management companies Expensive if all you need is a maintenance point solution rather than a full platform Some functionalities are still being developed Best for: Smaller property managers looking for a user-friendly accounting platform with integrated maintenance management. 10. FTMaintenance FTMaintenance is a computerized maintenance management system (CMMS) point solution platform designed for maintenance managers, executives, and technicians. While it’s not specifically designed for property management, the software streamlines work order management, vendor payments, tracking, and more. For some PMs, this could be the added solution they need to focus simply on complex maintenance jobs. Pros: Robust work order tracking Excellent mobile app for vendors and maintenance managers Analytics and organization Cons: Not designed specifically for residential property managers, focused more on commercial properties Complex if you are not tech-savvy Best for: Companies seeking comprehensive maintenance history and work order management powered by a mobile app. 11. Latchel Latchel is a property maintenance point solution that helps automate maintenance communication, scheduling, work orders, etc. Your residents message the Latchel team directly on the Latchel platform and get an immediate response to begin troubleshooting the issue. If the problem requires a maintenance visit, the Latchel team will deploy that and follow up with the resident. Pros: Fast response times Easy to use for maintenance communication Cons: Many reviews say the issues didn't get fixed correctly App is great for communication but sometimes requires the PM to step in and manage Best for: PMCs looking to delight residents, provide flexible options for compensating residents for maintenance issues, and solicit positive reviews. Key features of the best property maintenance software When choosing property maintenance software, consider the key features below to make sure you’re selecting the most efficient and effective solution for you. Tenant maintenance requests The software should allow tenants to easily submit maintenance requests through a user-friendly portal or mobile app. This feature ensures that all maintenance issues are reported promptly and tracked efficiently. Tenant communication Effective communication with tenants is crucial for maintaining good relationships and ensuring that any issues that come up are resolved quickly. Look for software that offers built-in messaging systems, automated notifications, and communication logs. Vendor management and payments Managing vendors and processing payments can be time-consuming. The best property maintenance software should streamline vendor management by including vetting, scheduling, and paying contractors. This helps ensure that maintenance tasks are completed by reliable professionals in a timely manner. Work order management and history A robust work order management system is essential for tracking the progress of maintenance tasks. The software should allow you to create, assign, and monitor work orders, as well as maintain a detailed history of all maintenance activities. This is particularly helpful for identifying recurring issues and planning preventive maintenance. Mobile app and cloud features With the increasing reliance on mobile devices, having an iOS and Android mobile app for property maintenance software is a must. The app should offer the same functionality as the web-based platform, allowing property managers to manage tasks on the go. Cloud-based features ensure that all data is accessible from anywhere, providing flexibility and real-time updates. Key benefits of property maintenance software Property maintenance software offers several advantages that streamline day-to-day operations and enhance efficiency. Most notably, it helps simplify communication. A user-friendly platform helps tenants, property managers, and vendors stay connected. Clear communication reduces misunderstandings, speeds up response times, and keeps everyone updated on the latest information. Other benefits include: Improved accountability and transparency: Maintenance software logs every task, from request submissions to work order completions, making it easy to track the progress of maintenance requests. This visibility assures that nothing falls through the cracks, which helps foster trust and accountability. Time savings for routine tasks: Features such as work order assignments, vendor payments, and updates minimize the need for interventions and constant follow-ups, freeing up time for property managers to focus on more value-added tasks. Improved resident satisfaction: Prompt responses to maintenance requests are key to resident satisfaction. When residents can easily report any new issue and track its progress, they feel more valued, which helps improve retention rates. Better planning and cost management: With the ability to track recurring issues and repairs using maintenance software, property managers can plan preventive actions that save time and money in the long run. FAQ How does property maintenance software help most property managers reduce day-to-day operational burden? Property maintenance software automates routine tasks that consume most property managers' time, including work order creation, vendor assignment, resident communication, and payment processing. Instead of manually tracking maintenance requests through spreadsheets or email chains, the software centralizes all data in one platform where maintenance staff can access work orders, residents can submit requests instantly, and owner portals provide real-time updates without constant phone calls. This automation reduces administrative labor hours by up to 70% for routine maintenance tasks, allowing property managers to focus on portfolio growth and tenant retention rather than chasing down repair status updates. What should prospective tenants expect from properties using modern maintenance software? Properties using maintenance software typically offer prospective tenants faster response times, transparent communication about repair status, and convenient mobile access to submit requests. Tenants can report issues through resident portals or mobile apps rather than calling during business hours, receive automated updates about technician arrival times, and track repair progress in real time. This technology also enables maintenance staff to arrive prepared with diagnostic information and necessary parts, reducing the number of visits required. Properties with maintenance software generally resolve requests 40-60% faster than those using manual systems, directly improving tenant satisfaction and lease renewal rates. How do owner portals in maintenance software improve transparency for property owners? Owner portals provide real-time visibility into maintenance costs, response times, and property condition without requiring constant communication from property managers. Owners can log in anytime to review work order history, approve expenses above preset thresholds, view before-and-after photos uploaded by maintenance staff, and track vendor performance metrics. The software automatically generates reports showing maintenance spending trends, helping owners make informed decisions about capital improvements and preventive maintenance investments. This transparency builds trust between property managers and owners while reducing time spent on status update calls and monthly reporting. What's the difference between platform solutions and dedicated maintenance software for property management? Platform solutions integrate maintenance with accounting, lease management, rent collection, tenant screening, and other property management functions in one system, ideal for property managers who want unified data across all operations. Dedicated maintenance software focuses exclusively on work orders, vendor management, and repair tracking, offering deeper functionality for maintenance-specific workflows but requiring integration with separate accounting or lease management tools. Most property managers with portfolios under 100 units benefit from all-in-one platforms that simplify their tech stack, while larger operations or those with complex maintenance needs often combine a platform solution with specialized maintenance software for enterprise-level capabilities. How does maintenance software help property managers save money beyond reducing labor hours? Maintenance software prevents costly emergency repairs by enabling routine inspections, tracking asset history to predict equipment failures, and scheduling preventive maintenance before small issues escalate. The software also provides vendor performance data that helps property managers negotiate better rates with reliable contractors and eliminate underperforming vendors who require expensive callbacks. By analyzing maintenance data across portfolios, property managers identify recurring problems that justify capital investments, such as replacing aging HVAC systems before they fail during peak season. Properties using maintenance software report 25-35% lower annual maintenance costs compared to reactive maintenance approaches, primarily through prevention rather than emergency response.

Calendar icon December 1, 2025

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Introducing the Resident Experience Platform

Today, Second Nature takes a step into the future. We’re announcing the first Resident Experience Platform (RXP), changing how property managers orchestrate and deliver personalized onboarding experiences that guide residents through lease terms, move-in tasks, and resident benefits. Our goal is to give residents the experience they expect while also saving property managers countless hours in administrative work. RXP creates happier residents who stay longer, pay on time, and drive better business outcomes for property managers like you. What is the Resident Experience Platform? The Resident Experience Platform is the only platform powering personalized experiences that residents pay for and stay for, from onboarding to move-out. It’s a single platform to shift property management from traditional transactions to a dynamic experience for residents, leading to more Triple Wins throughout their residency. The Resident Experience Platform consists of two key components: Resident Onboarding, a new way for residents to understand and sign their lease, customize benefits, and complete move-in requirements. Resident Onboarding turns the most stressful part of renting—moving in—into an opportunity to build trust, increase resident compliance, and differentiate your properties. It drives personalization at scale, giving every lease, property, and resident a tailored, mobile-first experience without adding complexity for your team. The Resident Benefit Package, a curated collection of lease-enrolled services that help residents build their financial wellness, protect themselves, and improve their living experience. From Air Filter Delivery and Credit Building to Identity Protection and On-Demand Pest Control, you can deliver benefits that residents actually want. When you combine the two, you get comprehensive management of the resident experience from move-in through move-out. Plus, Resident Onboarding makes it easy for residents to enroll in and understand their Resident Benefits Package. Why has Second Nature added Resident Onboarding to the RXP? With the addition of Resident Onboarding to our offering, Second Nature is no longer just an RBP provider. We’re expanding our impact to encompass the full resident experience, creating a true Resident Experience Platform. Starting resident relationships off on the right foot The resident flow from approved to moved is not only an opportunity to make a great first impression, it’s also the time when you have the most interactions with residents. It’s the perfect chance to build trust, set the relationship up for success, and develop a positive rapport. In fact, according to AppFolio’s 2025 Resident Preferences Report, residents who are satisfied with the move-in process are 86% more likely to recommend their property manager, and 29% more likely plan on renewing. Resident communication is a challenge First and foremost, Resident Onboarding is a communication tool. It increases clarity for your residents, helping them better understand both the value you provide and their responsibilities as outlined in the lease. Say goodbye to static, 30-page leases that your residents probably don’t fully understand—if they’re even reading them. In our upcoming State of Resident Onboarding Report, we found in a survey of 500 residents that only 37% read their entire lease. That communication gap hinders resident compliance, increases friction, and eats up valuable time from your team. Personalization yields resident satisfaction Personalization at scale is one of the biggest challenges for property managers, but in the modern experience economy, residents have increasingly come to expect it. By creating personalized leases based on resident, property, and market, you can deliver unique leasing experiences without increasing your team’s time investment. Plus, if you need to change something in your standard lease terms across your portfolio, you can do it in just a few clicks. No need to dig up every single lease template and manually update it. Combining our industry-leading Resident Benefits Package with tailored onboarding is the perfect way to close the gap between what residents expect and what they experience. Get started Want to start delivering a superior experience to your residents? Sign up for a demo now and speak to an RXP expert in your local market.

Calendar icon October 15, 2025

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Resident Experience Management Guide to Utilize Platform to Meet Expectations

Resident experience management is improving every resident touchpoint – from application to move-out – to drive an experience so good your residents never want to leave. Today, the role of the property manager is to proactively identify and meet residents’ needs, often before the resident knows they need it. It’s a new world, but it’s exciting, allowing enterprising PMs to stand out in a crowded industry. Solutions that drive value, like a resident benefits package or an investor benefits package, are taking the lead. At Second Nature, we build tools with those enterprising property managers leading the way, and we’ve put together a report on the latest trends and innovations in the space. In this article, we’re diving deep into how to improve the resident experience, why it matters, and the best practices in resident experience right now. For more details and insights from leading PMs, check out the 2024 State of Resident Experience Report. Why is Resident Experience Important? Related: State of Resident Experience Study The “experience economy” has changed both customer and resident expectations. Particularly after the pandemic, the modern consumer is accustomed to the ease of apps like Uber, Airbnb, and Amazon, and they respond to ease and convenience. The question that single-family and multifamily PMCs are asking now isn’t “What’s the most I can get out of residents for the least I can do?” Rather, it's: “How do I create an experience so good that residents never want to leave?” Property management companies are redefining resident experiences to improve occupancy rates and help residents, investors, and their companies get a win. Investing in resident experience management strategies is one of the most direct ways to yield a positive ROI and reduce resident turnover costs. According to DD Lee, owner of Skyline Properties Group in Atlanta: “The number one thing (our residents) look for is ease and convenience. They don't want complicated instructions. They just want simple; they want right now. They want contact-free; they don't want to talk to people. So everything we do, from showings to moving into the experience after they move in is all revolved around design for that expectation.” Related: How to Write a Noise Complaint Letter to Tenant How to improve resident experience management Resident experience management is about identifying every unique touchpoint along the resident’s journey – from application to move-out. Property managers are now expected to make each touchpoint painless and convenient. Our 2024 State of Resident Experience Report discusses changing consumer expectations and the key steps to resident satisfaction. Here, let’s expand on each key resident touchpoint where PMs can focus on improvement. Move-in Move-in is the perfect opportunity to design experiences that make new residents say, “Wow” – to make them feel delighted, welcome, and truly at home. Our guide explores some of the best innovations for cultivating a unique move-in experience. One of the best is to offer a Resident Benefits Package (RBP) that folds in services like a move-in concierge, insurance, incentives, and more. Rent payments Offering online rent payments is table stakes these days. Great property managers have to go beyond that. Second Nature’s RBP has a credit-building service that reports on-time payments to every credit bureau, giving value to residents and helping them become more financially stable. Another service is the resident rewards program, which incentivizes on-time payments and supports great residents. Maintenance requests Using an online resident portal for real-time maintenance requests has become a baseline expectation. PMs are going beyond that to ensure they use preventative maintenance and deploying strategies to improve functionality. One such resident experience strategy is an air filter delivery service. Changing filters on time can reduce HVAC requests by 38%, saving the property manager and investor hundreds of dollars a year. Pet registration Property managers can proactively offer pet registrations or guarantees and even use that as a form of ancillary income. You get the extra pet fees to drive income, the investor gets an assurance that they won’t suffer because of pet damage, and the resident gets to keep their pet! Resident concierge services Concierge services are a top way to provide a VIP experience. Second Nature’s RBP includes a move-in concierge who can confidently guide multiple people daily to set up their utilities properly. Residents don’t have to deal with the headache of setting up new utilities – instead, in one phone call, they find out their best options and can even get help simplifying setup. Renewal process PMs can proactively set up the renewal process, so it’s as easy for the resident as a click of a button. Assuming each touchpoint along the way has anticipated and delivered on residents’ needs – and surpassed their expectations – lease renewal should be straightforward and quick. Resident communication Property managers aiming to improve the resident experience have found creative ways to improve and streamline resident communication. Effective communication is necessary, whether through digital apps and automation, social media, on-site messaging, proactive team members, etc. Move out When a resident is moving out – whether they chose to move or are delinquent – property managers can help make the process as smooth as possible. Anticipating the resident’s needs, keeping communication open, and deploying motivated team members all help deliver the final touch for most residents. The move-out experience is their last impression and can impact your referrals, reputation, etc. What property managers can do using Resident Experience Platform Resident retention is a key success metric in the current economic climate. Keeping residents engaged and happy can go a long way to delivering a triple win: hitting your goals, their goals, and your investor’s goals. Our State of Resident Experience Report explores how resident experience management can deliver ROI, company growth, and happier investors. We also talk to several experts in the property management field to hear their best and most successful ideas. Here are a few key activities the resident experience platform enables you to improve the experience that residents will pay for and stay for. Post-maintenance surveys and follow-ups Quick complaint responses and preventive maintenance Pet-friendly property management and insurance Resident engagement programs like a recycling drive, helping minimize waste productions, sourcing local, etc. Prioritizing safety and security and engaging residents in a proactive way to achieve that Each of these strategies can be executed with the help of a resident experience management platform and helps deliver what “totally taken care of” feels like, which is exactly what residents are looking for. Resident experience management tips: how to handle difficult residents Every property manager we’ve talked to has dealt with difficult residents at some point in their career. The best property management strategies prevent many of these issues through better resident experiences. The right strategy can help incentivize residents to cooperate, keep a property well-maintained, and make on-time payments. When you are facing a difficult resident situation, here’s how leading property managers advise proceeding. Make sure service promises are fulfilled One of the most important things that sets professional PMs apart from hobbyists or amateur landlords is the delivery of promises. Because you have a team and a plan, you can ensure that what you promise is what residents get. Being courteous, kind, and professional A lot of this is about hiring the right people. Get your core values in place and ensure that anyone you hire is bought in on those values. Finding people that the rest of your team enjoys working with is also important. Cultivating an environment of courtesy and respect goes a long way to ensuring residents are treated fairly. By not taking it personally Improving the resident living experience is all about seeing the human at the other end. When unhappy or troublesome residents aren’t taken personally, it puts us in a better position to take reasonable, effective steps to deal with them. Professional PMs can approach challenging situations without judgment but with clear boundaries and proactive solutions. Delegating This comes back to having the right team in place. If you trust your team, you can delegate specific complex tasks to them without spending all your time on every issue. Peter Lohmann, CEO of RL Property Management, shared that he keeps a delegation cheat sheet printed out at his desk. The steps to successfully delegating are: Outline the vision - “Commander’s Intent.” Share resources. Describe your definition of done. Give a deadline or interval. Explain how and when they should keep you updated. Having paperwork to back your arguments Ensuring you have documentation of each issue with the resident is critical. Documenting interactions along the way helps protect you and your team. Setting and maintaining expectations Again, professional PMs know that setting and managing expectations is one of the top priorities for a happy and successful resident relationship. Knowing that today’s residents expect a certain level of convenience can put professional PMs ahead of the game. Utilizing resident experience platforms like Second Nature to meet expectations We’ve only scratched the surface of resident experience management and the innovative and exciting ways we’ve seen property managers change the game in that space. The next step might be to explore our Resident Benefits Package and why property managers love it. Or, if you’d like to learn more about property management trends for 2024 – and the changing state of resident experience – you can download our free State of Resident Experience Report. The in-depth report includes advice and insights from some of the most innovative property managers in the biz, data on resident expectations, and key trends for 2024. Resident experience management FAQs What is resident experience management? Resident experience management is the process of improving every touchpoint in a renter’s journey—from application to move-out. It helps property managers boost satisfaction, reduce resident turnover, and increase retention by making living simpler, more convenient, and more engaging. Why is resident experience important for property managers? Resident experience directly impacts occupancy rates, renewal decisions, and overall ROI. When property managers prioritize ease, communication, and comfort, residents stay longer, pay on time, and recommend the community to others. How does resident experience management reduce resident turnover? By addressing resident expectations—like online rent payments, responsive maintenance, and clear communication—property managers create an environment where residents feel valued. This reduces frustration, increases loyalty, and lowers costly turnover. What role does property technology play in resident experience management? Technology makes it possible to streamline operations and meet modern expectations. Resident portals, mobile apps, and automated systems for rent payments, maintenance requests, and communication improve efficiency while giving residents more convenience. How can property managers improve resident satisfaction? Key strategies include: Offering easy online rent payment options Providing proactive and responsive maintenance Hosting events to build a feeling of belonging and sense of community Communicating clearly and effectively Delivering concierge-style services that anticipate resident needs What are examples of resident experience platforms? Resident experience platforms provide tools to manage communication, payments, maintenance, and engagement in one place. These platforms help property managers deliver seamless service, keep residents informed, and track satisfaction metrics. How does resident experience management benefit property owners? For property owners, strong resident experience management translates to higher occupancy, lower turnover costs, and more predictable cash flow. Happy residents mean fewer vacancies, stronger reviews, and better long-term asset performance.

Calendar icon September 5, 2025

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Tenant Turnover: How to Calculate It, What It Costs, and How to Reduce It

Tenant turnover is the process that occurs when a current tenant vacates a rental property, and a new tenant moves in. It's just the natural process of residents moving in and moving out. Sometimes, it's a sign of a challenging property, but often, it's just a natural part of the renting journey. While tenant turnover is a standard part of the rental business, the downside is that it often comes with associated costs and potential revenue loss due to vacancy periods. Tenant turnover costs can exceed thousands of dollars per month and hurt your cash flow, significantly impacting tenant retention rates. Understanding the ins and outs of tenant turnover is essential for effective property management and profitability. It's key to reduce the time of a turnover and to know the average tenant turnover rate in your area to improve tenant retention. Second Nature's Outlook: "Tenant turnover” is an industry term used from time to time. But we here at Second Nature are trying to evolve the word "tenant." We’ve seen the incredible work property managers do day in and day out to make renters feel like they’re so more than just tenants—they’re residents. Making renters feel like residents isn’t just philosophical, it also encourages them to invest in care for their home and add value to the property. This is why, at Second Nature, we prefer to call renters “residents.” Like you, we think of them as people first—making your property their home. How to calculate tenant turnover rate Getting the tenant turnover rate calculation correct is essential for property managers and landlords to understand their property's performance and the effectiveness of their management strategies. The good news? The math isn't complicated! Go through these three simple steps in our tenant turnover formula to get your rate: Determine the number of move-outs in a year: First, identify the total number of tenants who moved out of your property during a specific period, usually a year. Identify your average number of total units: Calculate the average number of rental units you have available for that same period. For example, if you started the year with 10 units and ended with 12, your average would be 11 units for the year. Calculate the turnover rate: Divide the number of move-outs by the number of total units and multiply by 100 (to get a percentage). Tenant Turnover Rate = (Number of Move-outs) / (Number of Units) X 100 For instance, if you had three move-outs in a year and an average of 11 units, your tenant turnover rate would be: (3/11) X 100 = 27.27%. This means that 27.27% of your units experienced tenant turnover that year. Understanding this rate can help you set targets and measure the success of your retention initiatives. Related: How to Write a Tenant Move-Out Letter Understanding tenant turnover costs Vacancies disrupt your income stream and your investors' cash flow. The longer the vacancy, the more you're spending on marketing and management to find a new tenant. Here are four ways tenant turnover costs property managers due to the presence of vacant units. 1. Maintenance and repair After a tenant leaves a property, you have to restore it to a marketable condition. Ideally, the tenant leaves it in excellent condition. But you'll still likely need to pay for deep cleanings, some light repairs, and some updates like fresh paint, patching holes, etc. Additionally, as a property sits vacant, it will slowly deteriorate to some degree. The longer the vacancy, the greater the need for maintenance, upkeep, or repair. 2. Showings Whether you do in-person showings or virtual/remote showings, there is a cost to prepping and opening the property to prospective tenants. You may need team members on site, or to make time to set up virtual showings. 3. Marketing A vacant property is a property that needs to be filled. You may primarily use services like Craigslist or Zillow, which require time and cost within your own team to build and maintain listings. Or, you may also pay for ads to get more views. And, of course, in some cases, you'll need to include real estate agent commissions in your budget. 4. Overhead The whole process of turning a property involves hands-on effort from yourself and your team (if you have one). The cost in time and team members' salaries can add up. How to reduce tenant turnover We don't have to tell you that high tenant turnover is a property manager's nightmare. It incurs significant costs, from marketing the property and screening new tenants to potential lost income during vacancies. Tenant turnover costs can add up to thousands for each unit each month. However, with the right strategies in place, reducing tenant turnover is more than achievable. Let's explore these tenant retention strategies that not only enhance the resident's living experience but also boost the value of your client-investor's assets, such as how to offer incentives and your business's reputation. 1. Offer competitive rent prices Ensure your rent prices are in line with the local market. Overcharging can lead to tenants seeking more affordable options elsewhere. Fortunately, with the interconnectedness of the real estate market, and a proliferation of software and apps that help track it, property managers can easily stay on top of the latest market trends. 2. Foster a strong property manager-tenant relationship Regular communication and a respectful attitude can go a long way. Make tenants feel valued and heard. Address their concerns promptly and maintain transparency in all interactions. Clear and consistent communication goes a long way to protect this relationship. A Resident Benefits Package is an excellent way to prioritize the PM-resident relationship. It shows them you care about their lived experience and offers solutions to their most common pain points. 3. Address maintenance requests promptly Swiftly responding to and resolving maintenance issues demonstrates that you care about the tenant's comfort and safety. Regular maintenance checks ensure small issues don't become major problems. When tenants see that the property is well cared for, they're more likely to stay – and to take care of it themselves. Another important factor is offering on-demand pest control, not just preventive care. Residents will rest easy knowing that, should any issues arise, they know exactly who to turn to and that it will be dealt with promptly. 4. Update and renovate Modernizing appliances or adding new amenities can make the property more attractive and encourage tenants to stay longer. Modern, functional amenities can be a significant draw. Periodically update or add amenities like a dishwasher, laundry units, or improved outdoor spaces to enhance the property's appeal. 5. Offer lease renewal incentives Consider providing discounts or other benefits for those who renew their lease and avoid extra fees , making the option more enticing. A resident rewards program can accomplish this along with incentivizing on-time rent payments and extra TLC for the property. 6. Ensure security One of the top priorities for any resident is feeling safe in their home. This extends beyond just locking doors; it involves well-lit outdoor areas, potentially installing security cameras, etc. But did you know that identity theft has actually surpassed home burglaries as a risk to renters in the past two years? That's why our Resident Benefits Package includes identity protection and renter's insurance. Insurance protects your property, and identity protection preserves the resident's financial stability – and, therefore, their ability to continue making rent. By proactively ensuring that security measures and insurance are up-to-date and effective, property managers can instill trust and peace of mind in their tenants, encouraging them to stay longer. And by providing identity protection, you can ensure that payments are safe, too. 7. Conduct regular inspections Routine inspections aren't just about ensuring that tenants are treating the property well; they're also an opportunity to identify and address minor issues before they escalate. By regularly checking in and maintaining open communication, property managers demonstrate commitment to the property's upkeep and the tenant's well-being. These inspections also give residents the confidence that they're in a proactive environment. They know you're looking out for them and likely won't feel the need to look for alternatives that might be less proactive. 8. Implement a rewards system Resident rewards are an integral part of an RBP for good reason. Recognizing and rewarding responsible behavior can play a significant role in fostering loyalty among residents. By introducing a rewards system, property managers can incentivize timely rent payments, property care, and long-term leases. Whether it's a discount on a month's rent, a gift card to a local establishment, or points that can be redeemed for various perks, rewards make tenants feel appreciated. Over time, this builds a positive relationship, encouraging them to renew their leases and view their rental as more than just a temporary dwelling. 9. Vet applicants thoroughly One of the best proactive steps in ensuring long-term tenancy is by meticulously vetting potential tenants. The process of screening new tenants, with background checks, evaluates a tenant's rental history, financial stability, and overall fit for the property. By identifying individuals with a history of timely payments, respect for previous rental properties, and stable employment, property managers increase the likelihood of having residents who will care for the property, abide by lease terms, and remain for extended periods. This approach not only minimizes potential conflicts and evictions but also fosters trustworthy and transparent relationships with your residents. 10. Seek feedback and act on it Actively seeking feedback from tenants provides invaluable insights into areas of improvement and showcases a genuine commitment to enhancing their living experience. Whether it's through regular surveys, suggestion boxes, or casual conversations, understanding tenant concerns and promptly addressing them helps build trust and rapport. When residents see that their opinions matter and lead to tangible changes, they feel valued and heard. This proactive communication strengthens your relationship and often encourages longer stays as residents recognize the effort made to optimize their living environment. Tenant turnover checklist for property managers Here’s a checklist template for managing tenant turnover at your properties. 1. Pre-notice period Review lease expiry dates. Initiate renewal conversations with tenants. Survey tenants on reasons for move-out if they choose not to renew. 2. Once notice is given Provide move-out instructions to tenants. Schedule a pre-move-out inspection. Inform maintenance team of upcoming vacancy. 3. Inspection and repairs Conduct thorough move-out inspection. Document and photograph any damages beyond normal wear and tear. Get estimates and schedule repairs and upgrades. Clean or replace carpets if necessary. Paint walls where required. 4. Marketing the property Update online listings with current photos and features. Set competitive rent based on market research. Host open houses or private viewings. 5. Tenant application and screening Collect applications from prospective tenants. Conduct thorough background and credit checks. Check references from previous landlords. 6. New tenant onboarding Prepare and sign a new lease agreement. Offer a welcome packet, gift, and orientation for new tenants. Hand over keys and ensure they understand property rules. 7. Post-move-in Seek feedback on the move-in process. Provide information on reward programs or other incentives. Remind new tenants of maintenance request procedures. 8. Financial matters Finalize any previous tenant's security deposit returns, accounting for any deductions. Set up new rent collection methods with the incoming tenant. 9. Continuous improvement Analyze reasons for turnovers. Update property features based on tenant feedback. Consider conducting a yearly review to address potential concerns before they lead to turnover. Print or save this checklist to ensure a smooth tenant turnover process and mitigate potential challenges. By following these steps, property managers can streamline the transition period and maintain a high standard of service for all residents. Related: Step by-Step Tenant Onboarding Process Looking for additional ways to reduce tenant turnover? Consider adding a Resident Benefits Package to your offering.

Calendar icon September 1, 2025

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Property Maintenance Guide for Property Managers

Property management maintenance is one of the most important parts of the resident experience. But property management maintenance software can help control costs and challenges. We've heard from hundreds of property managers that maintenance can be one of the most unpredictable parts of their job – and one of the biggest headaches for residents, property managers, and real estate investors. Triple headache! Of course, the unique frustrations and challenges of rental property maintenance also mean that an effective strategy can become one of the most outstanding differentiators for a property management company. So, how do leading PMCs take their routine maintenance practices to the next level? How can PMCs turn that triple headache into a triple win? Here's what we've learned from years of working with PMCs and delivering property maintenance services that support both the resident and the property owner. What is property maintenance? Property maintenance is everything involved in ensuring your properties are in excellent shape and any issues are repaired in a timely manner. Property managers take responsibility for maintenance in most cases, and their tasks include both preventive and preventive maintenance. Property maintenance may include: Resident maintenance requests Servicing and repairing HVAC systems Pest control Landscaping Painting and repairs Maintenance is critical to the resident experience, to keeping a property fully functional, and to ensuring safety and quality of life. Failure to follow through on regular inspections and maintenance can result in serious consequences. Property managers must balance their residents' needs and their investors' goals. For example, what if an investor isn't interested in putting a whole lot of maintenance or repairs into a specific property – but the resident wants a higher level of service? Another layer of complexity is the round-the-clock nature of maintenance tasks. You don't know when a roof will spring a leak, an HVAC system will go haywire, or a dishwasher will give up the ghost. Property managers have to juggle on-call hours, after-hours, increasing work orders, and emergencies all the time. Benefits and challenges of property management maintenance That's all easier said than done! Property management maintenance is uniquely challenging. It's unpredictable, almost always urgent, and involves several stakeholders and fluctuating pricing. Related: Best Property Management Maintenance Software Bottom line: How do you build solutions that support your team, the resident, and your investor? Let's look at both the benefits and challenges of property management maintenance. Benefits of property management maintenance: Extending the life of properties and equipment Reduced costs Ensuring resident health and safety Boosting the resident experience with high-quality homes Avoiding liabilities and accidents Increasing property value Happier tenants! Challenges of property management maintenance: Prioritizing reactive and preventive maintenance Increased expenses and maintenance costs Delegating tasks to your team Managing resident expectations After-hours and emergency work is 24/7 Balancing investor's goals and resident's needs Related: 10 Property Management Goals to Set for the Year (with examples) Examples of maintenance in property management Here are some top examples of property management maintenance company services for single-family homes. Spring property maintenance checklist: Check gutters and downspouts for blockages left over from the winter Check interior for any mold or mildew growth Start prepping landscaping for summer with new flowers or shrubs Summer property maintenance checklist: Clean window wells, gutters, and downspouts Find and fix any gaps in windows, doors, and walls (to keep out pests and ensure HVAC efficiency) Maintain yard and landscaping if that's within your responsibility Increase watering frequency Prune trees and any hazardous limbs Lawn care Check outdoor lighting Pressure wash and repair outdoor areas/decks Fall property maintenance checklist: Check the roof and exterior for leaks or repair needs Clean chimney for cold weather Clean gutters and downspouts again Prep landscaping for winter Remove dead leaves, branches, etc. Prep sprinkler system for winter Winter property maintenance checklist: Ensure roof is in good state for winter Check batteries in smoke and carbon monoxide detectors Ensure pipes, windows, and doors are insulated Cover and winterize outdoor areas, including pools and pipes What to look for in property maintenance workers? When property management companies consider hiring in-house maintenance workers or contracting with property maintenance services and technicians, there are several key qualifications and skills to look for. These not only ensure efficiency and quality in maintenance tasks but also contribute to the overall safety and longevity of the property. Here's a checklist of what to look for: Experience in managing repairs: Look for a proven track record in handling a variety of repair tasks. This includes the ability to diagnose issues quickly and provide effective, long-lasting solutions. HVAC systems expertise: Essential knowledge in maintaining and repairing HVAC systems is crucial, given their complexity and how important they are to resident comfort. Boiler maintenance skills: Expertise in maintaining and repairing boilers, especially in regions with colder climates where heating systems are in constant use. Installation abilities: Proficiency in installing various types of equipment—ranging from basic fixtures to complex machinery. Electrical and plumbing knowledge: A solid understanding of basic electrical and plumbing systems ensures that routine issues can be addressed promptly and safely. Certifications and training: Relevant certifications or completed training courses in property maintenance or specific systems (like HVAC or electrical work) add credibility and assure competence. Problem-solving skills: The ability to think on their feet and creatively solve unexpected problems that arise during maintenance work is key. Communication skills: Clear communication with property management team and tenants is essential, especially when coordinating repairs and addressing tenant concerns. Attention to safety: A strong focus on safety protocols to prevent accidents or property damage, including adherence to all relevant regulations and guidelines. Customer service orientation: Since maintenance technicians often interact directly with residents, a friendly demeanor and strong customer service skills are important for maintaining tenant satisfaction. By ensuring that your maintenance staff or contracted technicians meet these criteria, property management companies can maintain high standards in property upkeep, leading to satisfied tenants and well-maintained properties through the support of a qualified maintenance technician. What should an ideal property management maintenance solution have? We've spoken with leading property managers across the industry and collected some of their best tips for taking the puzzle of property maintenance and delivering next-level service and experiences. Here are three key steps they've shared for leveling up when it comes to property maintenance services. 1. The right team Getting the right “who” is critical before addressing the “how” in your day to day operations. We spoke to leading property management consultant Kevin Hommel about what he looks for in his property management team. He looks for people who are proactive, self-driven, and resilient in the face of complex problems. Maintenance is no exception. A self-driven team will always aim to be proactive rather than reactive. Hommel says: “I would rather find somebody who is going to come in and hustle – even if I have to teach them everything about property management – than find somebody who's a property management expert but has the wrong attitude. It's going to be a completely different experience.” The benefits of finding the right full-time or part-time team are twofold: First, you'll produce better work and better service. Second, a trustworthy team helps you focus on bigger strategic opportunities. As a property management business owner, you should be free to focus on 10X opportunities rather than get bogged down in day-to-day tasks. Peter Lohmann, Co-founder & CEO of RL Property Management, says it this way: “In property management, a lot of us are in the habit of wanting to know what's going on at all times – every rental application, every maintenance request, works orders, every disbursement amount. But I would challenge everyone to step back from that and ask yourself, ‘Why?' The need to ‘stay plugged in' is not going to help you unlock growth for your company. Time to work on 10x opportunities instead.” By hiring a team you can trust, you're setting your residents up for success. You know they'll be taken care of, and you can focus on higher goals to improve your resident experience overall. 2. A clear process for managing requests After setting up your team – and before we get to the tools you can use to support them – we need to talk about the process. Every property manager we've spoken to is bullish when it comes to getting your processes right. Lohmann again: “(It's important to) do things in a standard way throughout your business. The more exceptions and one-off arrangements you make with the property owner and tenants, the harder this becomes. Your priority should be to standardize all your contracts and operating procedures so you can innovate around a small number of core processes that apply to every unit you manage.” This is more than just having a maintenance checklist. The best way to build a process with preventive measures is to approach it from the lens of the resident experience. The most successful property managers set up maintenance processes by asking themselves what the resident wants and needs: What's the easiest way for a resident to report an issue? In what way do residents like to communicate with me or hear from me? How can I best keep residents informed? How can I bring speed and convenience to residents? Using an experience lens to build or update property maintenance processes can help you see new opportunities. 3. The right tools and technology Automation and AI are some of the newest ways to support your team and improve functionality. No-code tools and app integrations help connect workflow, client management, communication, and task tracking. No-code tools are products that enable those of us with no coding experience to build digital solutions for every part of our workflow. Property managers can use no-code tools to design their websites, build online content, create email campaigns, or set up automated task tracking, communication, and more. In terms of property maintenance, PMCs can now use accounting platforms with native portals for maintenance requests or adopt maintenance solutions platforms like Meld. These solutions offer customizable automation where you can track tasks, deadlines, time, vendors, costs, and employee responsibilities. With just a few clicks, automation helps cut out manual work like: Creating a New Property Checklist every time you add a new door Populating data fields in your CRM Assigning the correct tasks to the correct people Sending an email to a property investor with updated information Sending maintenance reminders Tracking safety checks and code enforcement Etc. Property management software and partner maintenance services can include features like: Tenant portals for maintenance requests and more 24/7 and after-hours call center services Accounting platforms Self-help video libraries and knowledge base platforms Technology ultimately brings greater speed, convenience, and ease to you and your residents. These features help streamline maintenance management for property managers and technicians. 4. A resident benefits package Whether you're already implementing automation or if that feels a long way off, we still haven't addressed one of the best tools for boosting resident experience: the Resident Benefits Package, or RBP. An RBP is considered by many property managers as the most powerful, profitable step to impact the resident experience. And it is the only one that generates revenue while also creating operational efficiency. RBPs provide tools like filter delivery service, identity protection, rewards programs, on-time rent incentives, credit building, move-in concierges, insurance, and more. Here's just one example: The National Rental Home Council (NRHC) surveyed 7,772 single-family residences over 18 months to analyze the frequency of resident HVAC service requests with and without HVAC filter delivery service. Second Nature delivered HVAC filters every 60 to 90 days in a date-stamped box with illustrated instructions and sent emails with tracking information and educational content before each delivery. Overall, there was a 38% reduction in HVAC-related ticket requests among the group that received filter delivery—a result achieved without creating any additional work for the property management company. Resident benefits packages help standardize benefits in a cost-effective way across all your properties. With an RBP, you know every resident is getting a level of service that feels high-touch but doesn't create any extra work for your team. RBPs strengthen communication, transparency, self-service, and speed – in other words, the resident experience and relationship. How to effectively manage a property maintenance team Managing a property maintenance team efficiently is key to ensuring your properties are well-cared for, and your residents remain satisfied. From scheduling tasks to fostering teamwork, every aspect plays a crucial role. In this section, we'll break down essential tips into actionable strategies to help you lead your maintenance team effectively. Establish clear communication channels Effective communication is the backbone of successful team management. Establishing clear channels for reporting issues, discussing solutions, and sharing feedback ensures everyone is on the same page. Use digital tools like email, messaging apps, or property management software to streamline communication. Implement a scheduling system A well-structured scheduling system is crucial for organizing maintenance tasks. Make sure your maintenance team uses digital calendars or maintenance management software to allocate tasks, set deadlines, and track progress. Ensure their schedules are flexible enough to accommodate emergency repairs while maintaining routine maintenance work. Prioritize tasks based on urgency and importance Not all maintenance tasks carry the same weight. Prioritize issues that directly impact resident safety and comfort, such as HVAC problems or plumbing leaks. Regular maintenance can be scheduled around these more urgent tasks to ensure efficiency without compromising on critical repairs. Use technology for efficiency Leverage technology to automate reminders, maintain records, and manage work orders. Property maintenance software can significantly reduce manual administrative work. Regularly evaluate performance Conduct regular assessments of your maintenance vendors. Use these evaluations to identify areas for improvement, acknowledge accomplishments, and set goals for future growth. Encourage feedback from residents Residents are often the first to notice maintenance issues. Encourage and facilitate easy ways for them to report problems. This feedback can be invaluable in identifying areas that need attention and enhancing resident satisfaction. Plan for preventive maintenance Instead of always being reactive, schedule regular preventive maintenance checks. This proactive approach can significantly reduce the frequency of emergency repairs and extend the life of property assets. Building in solutions like a Resident Benefits Package can bring residents on board with prevention strategies, too. Balance workload fairly Ensure that the workload is evenly distributed among team members if your team does the maintenance work. Overburdening certain individuals can lead to burnout and reduce the overall efficiency of the team. How does a Resident Benefits Package help reduce maintenance needs and costs? Managing single-family properties presents unique challenges, particularly due to the fact they're generally scattered-site management. This setup can make regular maintenance a logistical and financial burden for SFR property managers. But a well-structured, fully managed Resident Benefits Package (RBP) can make a huge difference in alleviating those challenges. At Second Nature, we built an RBP with integrated solutions that support and empower residents to take better care of the properties themselves. This helps reduce maintenance needs over time. Take air filter delivery: Simply subscribing to HVAC filter delivery can reduce HVAC ticket requests by 38% and save hundreds in energy bills. Another example is pest control. On-demand pest control can ensure residents deal with pest issues immediately. Instead of paying for expensive prevention, you can be sure actual issues are dealt with before they escalate. Or, consider resident rewards. With a built-in rewards program, property managers can customize the behaviors they want to encourage. Small preventive tasks or maintenance checks can be included in those incentives. Maintenance, tracking down vendors, invoicing work orders, etc., will always be a part of the property manager's life. But with an RBP, you can significantly cut down on the time and money you spend on a maintenance team. Why property maintenance can make or break your success as a PMC You've heard this from us before, and you're going to hear it again – it's all about the resident experience. Retention depends on it. Consumers today are looking for products that can offer them: Ease and convenience: Thanks to companies like Uber and Amazon, consumers are now used to having solutions at their fingertips – or the click of a button. Personalization: With our data everywhere, we've all become accustomed to brands that know us more intimately than ever before. Automation or speed to answer: Smart homes and connected devices can solve problems remotely and quickly. Even though PMs aren't robots, we see more PMs solving with digital solutions and proactive services like resident benefits packages that anticipate and deliver on residents' needs before they become problems. The modern resident has different expectations than the generation before. The “convenience economy” has come for us all. Residents don't just expect to have maintenance issues resolved. They expect management services to provide a certain level of ease, comfort, familiarity, and convenience. Of course, maintenance work has obvious urgency: Nobody wants to live with a clogged toilet, a leaky faucet, no hot water, backed-up gutters, etc. But emergency repairs are now the minimum that property managers provide. Property management maintenance is integral to the resident experience – and one of the primary ways to set your business apart. We're not just looking for “good enough” – we're looking to answer the question: “How do we create experiences so good that residents never want to leave?” Regarding rental property upkeep, delivering on that question will involve many factors: Safety first: Safety is the baseline for all properties. If residents don't feel safe, they are not likely to stay. Staying on top of carbon monoxide detectors, leaks, etc., is paramount. Timeliness: According to Ray Hespen, “the biggest leading indicator for resident satisfaction is speed.” Transparency: Whether through an online dashboard, text communication, or other tools, residents expect to know what's going on with their homes. Preventive maintenance: We have to go beyond reactive maintenance. Processes that prevent issues from occurring can save time and money and boost the resident experience. We'll talk about how resident benefits packages can deliver this for PMCs. First-time fixes: Nothing is more frustrating than getting something fixed only to realize the maintenance team didn't actually resolve the issue. Communication: Residents don't want to explain themselves or the problem several times to different parties like the property manager, the vendor, etc. Self-service: Many residents like the control and convenience of self-service options like air filter delivery or online payment portals. These are the characteristics we're seeing across some of the most successful property management companies – the PMCs standing out from the crowd. How to reduce property maintenance costs Maintenance costs can quickly spiral if not carefully managed, but with strategic planning and smart practices, you can significantly reduce these expenses without compromising on quality or resident satisfaction. Let's dig into a few practical tips that will guide you on how to efficiently lower your property maintenance costs, ensuring your operations remain both cost-effective and top-notch. Implement preventive maintenance Proactive maintenance can significantly reduce long-term costs. By implementing services that protect key elements like HVAC systems, plumbing, and electrical circuits, you can prevent minor issues from becoming major expenditures. Services like air filter delivery create excellent return on investment when it comes to prevention like this. Use energy-efficient solutions Invest in energy-efficient appliances, lighting, and HVAC systems. These not only reduce energy costs but also tend to have a longer lifespan and lower maintenance requirements. Consider LED lighting, energy star-rated appliances, and smart thermostats to boost efficiency and cut costs. Train staff on basic repairs Equip your team to handle basic repairs for commercial properties in-house if it makes sense for you in terms of time and cost. Training staff to fix common issues like minor leaks, electrical faults, or appliance glitches can save on expensive contractor fees. However, ensure more complex tasks are left to professionals. Negotiate contracts with vendors Establish long-term relationships with trusted vendors and negotiate contracts for regular maintenance services. Buying services in bulk or agreeing to long-term contracts can often result in significant discounts. Ensure these vendors are reliable and offer competitive rates for their services. Monitor and manage inventory efficiently Keep a close eye on your inventory of maintenance supplies if that's something your team manages. Bulk purchasing of frequently used items can save money, but be wary of overstocking, which can lead to waste. Use inventory management software to track usage and avoid unnecessary purchases. Optimize use of technology Leverage technology for maintenance management. Use property management software to track maintenance requests, schedule work orders, and monitor expenses. This can help in identifying patterns or areas where costs can be trimmed without compromising on service quality. Conduct regular financial audits Regularly review and audit your maintenance expenses. This practice can help you identify areas where you may be overspending, spot inefficiencies, and adjust your maintenance strategies accordingly to ensure cost-effectiveness. If you want to build a differentiated resident experience people pay for and stay for, learn more about our or subscribe to our podcast for regular insights from the PMC world.

Calendar icon August 7, 2025

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Property manager talking on the phone

20 Ways to Get More Property Management Leads

It's no surprise that high interest rates over the last few years have created plenty of opportunities for property managers. With plenty of homeowners carrying mortgages at comparatively low rates, they're less likely to sell and are instead renting out their properties. There's a high demand for skilled property managers, and lots of opportunity to get more property management leads from those entering the rental market. And that's exactly what we're talking about in today's article: property management lead generation. We're exploring 20 effective strategies to tap into this market potential, from leveraging referrals and business networks to harnessing the power of digital marketing. 1. Referrals Referrals can be a great step for new businesses to generate leads . You can get referrals to new clients from friends and family, local business groups, realtors, and other clients. Leverage your existing network and ask for referrals. Satisfied clients and professional contacts can often provide recommendations to potential leads, which is why it's so important to keep a high level of client satisfaction. The happier an investor is, the more likely they'll be to recommend your services to other property owners they know. 2. LinkedIn Another great starting point for new business is to use LinkedIn to connect with potential clients, join industry groups, and share valuable content. It's a powerful platform for B2B lead generation. You can either sponsor posts and advertisements targeting people in your ideal client profile, or directly message individuals that you know are looking for property management services. Even more powerful, though, are LinkedIn's networking groups, where you can find and connect with property investors to generate property management leads . Just be cautious when joining groups, as they may each have their own unique rules that limit or prohibit self-promotion within the group. 3. Event marketing If you're looking to grow your door count, you should also consider attending industry events to network with potential property management clients. These can range from local real estate meetups to larger industry conferences. If you're willing to invest the funds, you can also look into hosting your own networking events for real estate investors. Make sure the events are accessible and informational, not just a sales pitch for your company. That way attendees feel like they're getting real value, while also building a positive association with your brand. 4. Cold calling While it may seem old-fashioned, cold calling can still be effective, especially if you're just getting started. The key is to ensure that you're targeting the right property owners and investors in your local market. Make the value of your offering clear and be prepared to get a lot of rejections, but know that even just signing a couple of new clients can make the time investment worth it. 5. Facebook Facebook, and other social media marketing, is effective for new and growing companies. Use targeted Facebook advertising or post in local groups to reach potential clients. Consider running ads targeting landlords or real estate investors. For growing companies, use advanced targeting options in Facebook Ads to reach a more curated audience. Consider retargeting ads, which can serve ads directly to people who have previously visited your website interacted with your content. Those users already know who you are and may have been interested in your services, so advertising to them tends to have a better ROI than serving ads to entirely new individuals. 6. Podcasts Yes, we know, it seems like everyone has a podcast these days. But the truth is, podcasts can work well as an early foray into property management marketing. Whether you run a company that's just getting started, or a growing company that has plateaued, a podcast can help get your name out there. The challenge with podcasts is that they do take some time to build momentum. You're not going to get thousands of listeners on your very first episode. If you're intimidated by trying to run your own, consider reaching out to existing podcasts (like our Triple Win Podcast) to ask about being a guest. That will help get you more accustomed to the process while also getting some eyes on your brand. You'll want to discuss relevant industry topics—not just pitch your business—to establish your expertise and reach a larger audience. 7. Local businesses & strategic partnerships When you’re just getting started, it’s a great idea to partner with local businesses that serve the same market. For example, a local moving company might recommend your services to property owners who are moving out, but putting their house up for rent. Similarly, local contractors, painters, plumbers, and other local vendors may have the inside scoop on self-managing landlords who are doing turnover maintenance or other upkeep on rental properties. You can also join local clubs and the Chamber of Commerce and attend meet-ups to build a network that refers high quality leads and clients. 8. Direct mailing New companies should also consider sending targeted direct mail campaigns to potential leads. This could include newsletters, postcards, or informational brochures about your services. The biggest benefit of direct mail is that you can be confident that it's reaching the right geographic areas. While Facebook or LinkedIn could end up serving up your ads to people too far away for you to effectively manage, physical mail gives you more control. 9. Niche forums Launching a new business requires support and community. Participate in online forums related to property management or real estate. Answering questions and sharing insights can help attract potential clients. 10. Read local listing reviews Looking for your first few clients? Monitor local listing reviews such as on Google and Yelp. People love to complain on the internet, and you may just find landlords who are having trouble with their current management company. This is an opportunity to tactfully reach out to better understand their challenges, and see if you may be able to help them by offering your services. 11. Browse newspaper ads Another great way to find those early clients is to look for rental listings or properties for sale. Reach out to the owners to offer your property management services. A surprising number of people still use newspaper classifies, but don't be afraid to look toward the modern equivalents, like Craigslist. Be diligent to avoid spam ads that may just be a waste of your time, but there can be some real diamonds in the rough if you're willing to do some digging. 12. Content marketing If you have a more established company in the property management industry and a bit more capacity to experiment, content marketing might be for you. Start by creating valuable content on your website and social media channels. The key is to make sure that your content is educational and entertaining, but not just a promotion of your services. Your readers and viewers need to feel like they're getting real value from your content, or they're not going to come back. You'll want to try a mix of content types, including blog posts, infographics, or eBooks that provide insights to property owners. A good example of content marketing for lead generation is Realty Medics. Another, run by our Triple Win Mentor Jennifer Ruelens, is Hold It with PM Jen, which is all about educating investors on how to be successful buying and holding rental properties. While we recommend looking at examples like these for inspiration, make sure that your content brings your own unique voice and perspective. 13. Google Ads (PPC) Pay-per-click (PPC) is the backbone of Google advertising. Whether you're well established or still new, you can build campaigns on Google to appear in search results for relevant keywords. For example, you can target "property managers in Cleveland" so that your ads appear for users searching that term. This can help attract landlords or property owners searching for management services. This is one of the best online marketing strategies, in part because of its flexibility. You can set firm budgets for how much you're willing to spend, and see an estimate of how many views your ad is likely to get for that price. You can also select related keywords to capture a wider range of searches and build visibility that way. 14. Search engine optimization (SEO) A great step for companies looking to keep growing is to optimize your website for SEO. SEO is a strategic approach to writing content with relevant keywords to rank higher in search results, increasing visibility and attracting organic traffic to support your portfolio growth . There are plenty of tools—both free and paid—to help optimize for search engines, and many small businesses also opt to hire SEO agencies to provide guidance on strategy and produce optimized content. 15. Email marketing Worried about your company's growth plateauing? Nurture your existing email list with regular newsletters or updates, providing valuable information and promoting your services to encourage conversions. Email marketing often works well in tandem with content marketing, because you can use your newsletter to promote the new content you're creating and drive more visitors to your site. Make sure your newsletter is relevant and informational. Focus on giving readers content that they want, rather than just using it to advertise your company. 16. YouTube (videos and ads) YouTube is an interesting hybrid of content marketing and social media marketing. Creating educational videos on property management topics can help build your brand, but also make sure to reply to comments and show appreciation for your followers in your videos. YouTube needs to be treated as a social media platform, not just a one-way street for your content. You can also advertise on relevant channels to reach a wider audience on YouTube. Because Google owns YouTube, many of their advertising features work similarly to Google PPC ads. You can target viewers based on channels that they follow, YouTube searches they've done, or previous Google search terms they've looked up. 17. Webinars If you have an audience established, ideally through other informational content and your newsletter, host a webinar on a relevant topic to provide value to your audience. Webinars are particularly good for lead generation because users typically have to provide contact information in order to register and can share their success stories . That means that, not only can a webinar help position your company as an industry expert, it can also provide a list of contacts that you can follow up with, either by phone or email. 18. TV ads Depending on your budget, consider TV advertisements. Although more costly, they can reach a wide audience and increase your brand visibility, while still being targeted to your geographic markets. These are ideal for large companies, but there are options available for smaller companies, too. Streaming platforms like Hulu offer advertisement spots, and because they're connected to the viewer's email address, you can often get more specific in your targeting, meaning you're not spending precious dollars advertising to contacts that aren't relevant to your business. 19. Billboard ads Like TV ads, billboard advertising can be pricey, but some property managers have seen success with it. Outdoor advertising, like billboards, can help increase local visibility for companies that already have an established reputation. It's well suited to companies targeting property owners in specific geographical areas, and is especially helpful if you're expanding your territory or opening an office in a new city. Because of the high price, getting the messaging and design right is a little bit higher stakes. Don't hesitate to consult a design agency if you don't have the necessary skillset in-house. 20. Pay-per-lead services There are websites and services specifically designed to provide qualified property management leads. One of the most popular is All Property Management, but a quick web search will reveal plenty of options. These services typically charge a flat rate per lead, and can provide a stream of potential clients who are actively seeking property management services. They provide the contact details and background information that you need to have a successful exploratory sales call. Final Thoughts For more insights about lead generation strategies, check out our Triple Win Podcast for residential property managers. Or, consider some of our other resources for growing your PMC: How to Create a Property Management Business Plan [Free Template] 15 Strategies to Grow Your Property Management Business Marketing Ideas for Property Management Companies FAQ What are the most effective ways to generate property management leads? Some of the top strategies include referrals, LinkedIn networking, event marketing, content marketing, SEO, and pay-per-lead services. The best approach usually combines multiple tactics to build a steady pipeline. How can referrals help grow my property management business? Referrals from satisfied clients, professional contacts, and local business partners are often warm leads that convert quickly. Maintaining high client satisfaction increases your chances of being recommended to other property owners. Is LinkedIn really useful for finding property management clients? Yes—LinkedIn is a strong B2B platform where you can connect with investors, join industry groups, share content, and run targeted ads. Many property managers use it to reach landlords and decision-makers directly. What role does event marketing play in lead generation? Attending or hosting events—such as real estate meetups or investor workshops—can help you build trust and credibility while connecting face-to-face with potential clients in your area. Should I invest in paid ads like Google Ads or Facebook Ads? Paid ads can work very well when targeted correctly. Google Ads capture people actively searching for services, while Facebook Ads can reach landlords and investors based on demographics, interests, and behavior. How can content marketing attract property owners? Publishing valuable blogs, videos, and resources positions you as an expert and draws in property owners looking for guidance. Educational content also supports SEO and email marketing campaigns. Are cold calling and direct mail still effective? Yes, especially for targeting specific neighborhoods or property owners. While they require persistence, they can yield high-value clients—particularly in local markets. What’s the benefit of using pay-per-lead services? Pay-per-lead platforms provide you with contact details for property owners actively looking for management services, allowing you to focus on closing deals rather than prospecting. How can SEO improve my property management lead generation? SEO helps your website rank higher in search results for relevant keywords. This drives consistent, organic traffic from property owners searching for management services in your area. Which strategies work best for new property management companies? For new businesses, focus on referrals, LinkedIn outreach, local partnerships, cold calling, and targeted direct mail. These methods are often cost-effective and can quickly build your first client base. How can online communities help property managers generate more leads? Joining and participating in online communities allows property managers to connect with landlords, investors, and industry peers. These spaces are ideal for sharing expertise, showcasing a strong website, and building relationships that can accelerate success in winning new clients. Why are client referrals still one of the most valuable lead sources? Client referrals often come from satisfied property owners who trust your services. They act as an amazing source of high-quality leads, typically converting faster than cold prospects. Encourage referrals through personal outreach, incentives, and visibility in LinkedIn groups where potential partners and clients gather. How can a monthly contract model help attract property owners? Offering a flexible monthly contract can make your services more appealing to property owners wary of long-term commitments. Combined with a strong website that highlights results, client testimonials, and connections through online communities, it can significantly boost lead generation.

Calendar icon August 6, 2025

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Kristin Johnson Founder & CEO of TripleTie

Property Management Accounting Software: 10 Platforms to Try

Property management accounting is a specialized branch of accounting that deals specifically with the financial management of rental properties. Property management accounting software helps property managers track rent payments, manage expenses, handle tenant deposits, and produce financial reports. Managing single-family rental properties can be a daunting task, especially when it comes to accounting and finance management. Understanding property management accounting, as well as the best property management accounting software to support it, can make this task significantly easier. In this article, we're talking to a property management accounting expert. We'll delve into the best property management accounting software available in 2025, and we'll help you choose the right software that fits your property management needs. We'll also address frequently asked questions about property management accounting software, including aspects like ease of use, integrations, pricing, and support. What to know about property management accounting software In general, property management accounting software serves to alleviate the time and effort that might be required to manage finances manually. It can also help plan for expenses, foresee any revenue issues, and make better-informed financial decisions. And perhaps most importantly, it helps property managers stay in compliance with requirements around tax calculations and reporting. Note that there are two key components of property management accounting in real estate: corporate and trust accounting. Corporate accounting involves the financial transactions and record keeping of the property management company itself and is generally the same kind of accounting you'd do with any business or corporation. This might include the company's operational expenses, income, taxes, payroll, etc. Trust accounting, on the other hand, is unique. It concerns the financial management of real estate investors' funds held by the property management company. This can include tenant rent payments, security deposits, and funds reserved for property maintenance or repairs. It's crucial to keep these funds separate and accurately tracked to comply with legal requirements and maintain transparency with property owners. Because of the unique nature of bookkeeping with trust accounting – and its relevance for property managers – we're mostly focusing today on trust accounting, or software that can manage both corporate and trust accounting. Meet the expert: Kristin Johnson, Founder & CEO of Bynnd Kristin Johnson founded and leads the property management accounting solution Bynnd, which is designed to help property management companies manage and conduct accurate trust accounting. Related: Best Single Family Property Management Software Best property management accounting software Let's go over some of the best property management accounting software in 2025. After that, we'll also share an extensive FAQ that we had with Johnson about the ins and outs of property management accounting. Before diving into our list, we asked Johnson about her experience using property management software and which platforms we should include. “Having the ability to work within one system is huge,” she says. “Rather than having to parse out, for example, I do my screening over here, and I do my maintenance over here. Instead, you have it all integrated and built-in, and the system talks well with itself. You're not having to import and export so much data. That's crucial.” She gives an example of a time when she was using a platform that didn't have that capability. “When we were working in New Mexico, we had to charge sales tax on services. So our management fees, our RBP, all of those things had to have sales tax added onto them. Our software at the time didn't have a function built where I could say, ‘This item is taxable, and this is the tax rate.' I had to manually create recurring bills on every single one of those fees. And then, every year, when the state updated the sales tax rate, I had to go and update thousands of recurring bills. It was a nightmare!” So, as we go through the list, keep in mind that different software has various degrees of customization, open APIs, etc. Cost is a big consideration, but looking for an all-in-one is also important. 1. Rentvine Johnson's top recommendation for accounting software is Rentvine. “Rentvine is really dialed in on trust accounting,” Johnson says. “There's no need for a lot of the workarounds that we see in some of the other trust accounting providers. At its core, it's a true trust accounting platform, and then the beauty and usability are built on top of that piece.” Rentvine is deeply customizable for property management tools and needs, with the ability to build your unique owner statements, custom management fees, custom late fees, etc. “The other thing I love about Rentvine is that it does have an open API,” Johnson says. “So if you did want to integrate with an external property maintenance company, for example, you can get a seamless integration through the API.” Pros: User-friendly design with an intuitive dashboard that simplifies property management and accounting tasks. Rentvine's accounting system is robust and includes automatic rent collection, workflows, real-time expense tracking, and detailed financial reporting. Features like online resident portals, CRM, maintenance management, and built-in messaging make resident communication more streamlined. Cons: Some users have noted that the mobile app doesn't have all the features the desktop version offers. While RentVine offers excellent features, the platform may be more expensive compared to other property accounting options, especially for smaller property portfolios. 2. AppFolio AppFolio is an extremely popular property management platform that works well for both residential and commercial property management. It has a modern and intuitive interface but can be pricey with add-ons and complex to use. What we like about AppFolio is the reporting ability, property management automation (late fees, smart bill entry, etc.), utility management features, etc. The drawbacks include the price and, as Johnson points out, it's not as customizable as she would want for an accounting piece. However, if you're willing to use a few workarounds and you like AppFolio for the other key features, it does have a solid accounting platform. Pros: AppFolio provides a comprehensive suite of property management tools that include automated invoicing, ACH and online payments, financial reporting, and bank reconciliation. It offers a CRM with excellent resident and owner portals for transparent communication, key metrics, and easy access to financial data. AppFolio supports both corporate and trust accounting, which is important for regulatory compliance. Cons: AppFolio is not as customizable as other software options and may require workarounds. While AppFolio is feature-rich, it has a steeper learning curve which may be challenging for less tech-savvy users. Pricing is based on a per-unit model, which could make it expensive for managers with a smaller number of properties. 3. Buildium Buildium is a comprehensive property management software designed to simplify all facets of property management, including robust accounting features. It provides seamless handling of all property-related transactions, from tracking rent payments and vendor bills to handling maintenance costs and fees. The software also supports both corporate and trust accounting, ensuring legal compliance and transparency. Pros: User-friendly interface with a strong emphasis on accounting. Automatic bank reconciliation, making it easy to manage multiple bank accounts. Robust reporting, including balance sheets, cash flow, and income statements. Cons: The learning curve can be steep for those new to property management software. Advanced key features may require premium plans, which could be costly for small businesses. 4. Yardi Breeze Yardi Breeze is a cloud-based property management software ideal for smaller-scale PMCs. The platform offers a robust suite of tools, including strong property management accounting capabilities. Pros: Yardi Breeze provides in-depth financial reporting and all the necessary accounting features you’d expect in a purpose-built solution, from tracking rent collection and expenses to generating financial statements. It has a user-friendly interface and offers automated invoice processing and bank reconciliation, simplifying accounting tasks. Like others, Yardi offers support for corporate and trust accounting. Cons: The software is feature-rich, which may result in a steep learning curve for those unfamiliar with property management software. Some users have reported that customer service response times can be slow. Its comprehensive features come at a higher price point compared to other options in the market, which may be a barrier for smaller businesses. 5. Hemlane Hemlane is a cloud-based property management solution designed for small to midsize businesses, with a focus on facilitating the relationship between property owners and managers, residents, and service professionals. Pros: Hemlane's accounting features are comprehensive, providing the ability to track expenses, automate rent collection, and generate financial reports. With corporate and trust accounting support, PMs can maintain compliance and transparency. User-friendly and intuitive interface, which is a big plus for those new to property management software. Cons: While it has a good range of features, some users report that it lacks the depth of more comprehensive management systems. Some users have reported occasional system slowdowns and bugs. Limited customer support hours can make it challenging for businesses that operate outside of these times. 6. TenantCloud TenantCloud is a cloud-based property management software solution suitable for landlords and property managers of all sizes. It offers a wide array of features, including a dedicated accounting module. Pros: Industry-standard accounting functionality allows users to track profits and expenses, send invoices, collect online payments, and generate financial reports. Its intuitive interface and ease of use are especially appealing for those new to property management software. TenantCloud provides flexibility and easier legal compliance with both corporate and trust accounting. Cons: Some users report that the system can be slow and occasionally glitchy. While its basic property management features are on a free plan, advanced accounting functionalities come with paid plans, which might be a drawback for small businesses. Some users have reported that the customer service could be more responsive and supportive. 7. Rent Manager Rent Manager is a versatile property management software solution that provides a wealth of features tailored to PMs, including accounting. Pros: Rent Manager users can track revenue and expenses, automate invoicing and payment processing, and produce detailed financial reports. The software offers both corporate and trust accounting, ensuring compliance and providing transparent financial management. Rent Manager's open API allows for integration with numerous other property management tools, making it a flexible choice. Cons: Some users find Rent Manager's extensive features a bit overwhelming, leading to a steeper learning curve. The cost can be high for small businesses or those with fewer units, as pricing is based on the number of units managed. While Rent Manager offers comprehensive support, there are some reports of slower response times. 8. Propertyware Propertyware is a cloud-based, end-to-end property management software that offers a range of features, including a strong accounting suite. They offer custom fields and automation for PMs, real estate investors, and residents. Pros: Propertyware's accounting module is quite comprehensive, allowing users to track revenue and expenses, handle online payments, and generate detailed and customized financial reports. It includes options for trust accounting and corporate accounting. It includes an “owner portal” and maintenance request management features. Cons: The initial setup can be complex to get right, and there can be a steep learning curve for those new to property management software. The pricing is not ideal for smaller PMCs with fewer than 250 rental properties. 9. Rentec Direct Rentec Direct is a web-based property management software designed for “landlords” and property managers, offering a wide variety of features, including an extensive accounting system. Pros: Rentec Direct's accounting tools provide capabilities for tracking income and expenses, automating rent collection, and producing in-depth financial reports. Like other solutions, Rentec allows property managers to operate under either trust accounting or corporate accounting. Features like owner portals, work order management, tenant screening, and SMS services. Cons: The product and interface are older and less intuitive than others on the market. The reporting feature, while robust, may require some time to understand and use effectively. Some users have reported that the system can be slow at times, particularly during peak usage hours. 10. DoorLoop DoorLoop is a property management software designed to streamline the management process for property managers with all sizes of portfolios. It comes with a robust accounting suite, among other features. Pros: Property managers can use DoorLoop for all their accounting tasks, including income and expense tracking, rent collection, and financial reporting. It offers both corporate and trust accounting. The software has a user-friendly interface, making it an attractive choice for users with varying levels of tech proficiency. Cons: While DoorLoop offers many features, it may take some time to get used to all of its capabilities, and it is less customizable than other options. Some users have reported occasional system slowdowns and bugs. The cost could be high for those managing a smaller number of properties as the pricing is based on the number of units managed. Honorable Mentions The list above is not intended to be exhaustive, but we did want to make a brief mention of a few other property management software applications that incorporate some accounting features: RealPage: RealPage provides a technology platform rather than a software application per se, with the aim of enabling “real estate owners and managers to change how people experience and use rental space." ResMan: ResMan’s tagline reads, “ResMan's industry-leading property management platform helps multifamily and affordable housing managers operate more efficiently and deliver higher rates of return to investors.” Entrata: Entrata operates with the tagline, “The operating system built to help you focus on residents, not technology.” A note on other accounting software While this article focuses on software tailored to property management accounting, it's worth mentioning general accounting solutions like QuickBooks Online. QuickBooks, a well-known accounting software, is versatile and can be effectively used in a variety of industries, including residential property management. It offers robust features like tracking income and expenses, invoicing, and generating detailed financial reports. However, because it's not specifically designed for property management, it may lack specialized features like tenant and lease tracking or lease management, maintenance requests, or property-specific reporting. That's why it didn't make our main list, but for some property managers, especially those managing a small number of units, it might serve their needs adequately. FAQ: Property management accounting As part of our conversation with Kristin Johnson, we asked some of the biggest burning questions property managers have asked us about property management accounting. What accounting should I use for property management business? Kristin Johnson: The type of account property managers need is a true trust account – which very few banks actually offer. Many local banks or even big ones like Chase and Wells Fargo will give you a checking account and then label it a trust account. That is NOT a trust account. In normal bank accounts, you have $250K of FDIC insurance. A trust account has FDIC insurance per owner that has funds in the account. So they each have $250K of FDIC insurance. The only bank that I'm positive offers true trust accounts is Enterprise. How should you report rent in property management accounting? Kristin Johnson: If a resident pays early, it's considered prepaid rent. It needs to stay booked as prepaid rent until it gets actually booked against the rent charge, and only then should the funds be made available to the owner. I know that some property managers use it to pay bills. But technically, it's a liability until it's actually earned, so it should not be used to pay bills, and it should not be distributed to the owner. Those are funds that belong to the renters until there's an actual rent charge booked against them. That's piece number one to understand. Then, getting to the end-of-year side of it, the IRS does lay out that prepaid rent is taxable in the year that it is collected. So it should be reported as part of the 1099 income. What is the purpose of clearing accounts in property management? Kristin Johnson: The clearing account really serves as an intermediary while the security deposit funds are essentially in transit. When we're getting ready to move out a tenant, those funds get released from the holding account, and it goes into the clearing account where we are booking, say, cleaning against it or whatever move-out charges need to go against it before we do a final distribution to the tenant. So it's just kind of a quick intermediary place where it sits very temporarily before the security deposit gets released and then distributed. What should be the frequency of record keeping in property management? Kristin Johnson: “Money in should be accounted for immediately as received. States will usually dictate how quickly receipts have to be deposited, but our recommendation is that they always get deposited the same day with the bank or as soon as practical thereafter. As far as record-keeping to the owner goes, most states actually mandate that at least monthly reporting happens to the owner. Certainly, in trust accounting, record keeping should be looked at daily, weekly, and monthly to make sure that it's staying in line. Soft reconciliation should be happening at least weekly, if not daily, to ensure that all of the money is fully accounted for and that you're not going to have any issues when you're closing out the end of the month. How much should a property management company spend on accounting? Kristin Johnson: Accounting is one thing in property management that you don't want to skimp on. The most important function of a property manager is to be a good steward of other people's money. I don't know that there's a range, but I will say that it very well may end up being your largest expense. But worth the money. Choose the right property management tools The software you choose for property management accounting can significantly streamline your operations and contribute to the growth and success of your business. Each option has its strengths and potential drawbacks, so it's vital to select a solution that fits your unique needs and portfolio size. By equipping yourself with the right property management tools, you can streamline your accounting processes, ensure accuracy and compliance, and ultimately, drive your property management business toward greater success. If you want to get more input on your property management software, check out our Triple Win PM Community on Facebook. Or, if you’re ready to get started, schedule a demo to learn more about our Resident Benefits Package.

Calendar icon June 20, 2025

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The Complete Guide to Automated Rent Collection for Property Managers

Automated rent collection is a system that enables residents to pay rent online via digital and electronic means such as online portals, direct debit, ACH, direct deposit bank transfers, or debit card or credit card payments. This approach streamlines the rent collection process, saves valuable time, and reduces human errors associated with manual rent collection and payment reminders. It also offers residents a secure, convenient rent payment experience, improving both satisfaction and retention. In this guide, we'll cover: The top online rent payment systems for property managers Best practices to automate rent collection Step-by-step implementation strategies Today's Expert: Wolfgang Croskey, Founder & President of How’s My Rental What is automated rent collection? Automated rent collection leverages single-family property management software to streamline the process of receiving rent payments from residents. While traditionally rent collection might involve paper checks or manual online payments, automated rent collection automates these steps, alleviating the issue of late rent payments. Residents can schedule recurring payments or make one-time payments (or partial payments) electronically through the software, covering not only rent but also any monthly fees like utilities, pet rent, or parking. The software automatically debits the designated bank account on the due date, eliminating the need for manual processing and the potential for missed payments or late fees. Common challenges in manual rent collection Before diving into automation, it’s important to understand the inefficiencies and frustrations property managers often face with manual rent collection. While traditional methods like paper checks, cash payments, or manual bank transfers have long been standard, they come with a host of problems that can negatively impact operations and relationships between landlords and tenants. Here are five of the most common. 1. Time-consuming and labor-intensive Manually collecting rent often means making phone calls, sending reminders, processing checks, and reconciling accounts by hand. This not only takes up valuable time but also diverts attention from other critical responsibilities like maintenance coordination, inspections, and leasing. 2. Late or missed payments Without automation, residents are more likely to forget their due dates or delay payments, especially if they have to take extra steps like mailing a check or logging into a bank account. This creates inconsistent cash flow and forces property managers to spend time chasing down payments. 3. Risk of human error Manually entering and managing payment records increases the chance of errors—whether it’s misplacing a check, entering incorrect payment data, or losing track of who has paid and who hasn’t. These mistakes can lead to financial discrepancies, resident disputes, and even compliance issues. 4. Lack of transparency When payment records are scattered or incomplete, it becomes difficult to maintain clear financial documentation. This lack of transparency can affect everything from owner reporting to tax preparation and financial forecasting. 5. Strained PM-resident relationships No one enjoys awkward conversations about money. When tenants fall behind and managers have to follow up manually, it can strain relationships and lead to negative resident experiences. Automating the process, including sending automatic reminders, helps depersonalize the transaction and maintain a more professional dynamic. Key features to look for in automated rent collection tools With so many rent collection platforms available, choosing the right one can feel overwhelming. To make an informed decision, it’s essential to evaluate each solution based on the features that truly support efficiency, accuracy, and a better resident experience. Here are the must-have capabilities property managers should look for: 1. Recurring payment scheduling Residents should be able to set up automatic monthly payments with ease. This reduces the risk of late payments and improves cash flow consistency. 2. Tenant notification and reminder systems Automated alerts, such as upcoming rent due dates, payment confirmations, or failed payment notices, keep both residents and property managers informed and accountable. 3. Integration with accounting software The ability to sync with platforms like QuickBooks or property management accounting systems can eliminate redundant data entry and reduce financial errors, and simplify tracking income across your portfolio. 4. Mobile app accessibility Residents increasingly prefer mobile-first experiences. A tool that allows them to pay rent, receive alerts, and access their payment history from their smartphone enhances convenience and satisfaction. 5. Secure payment processing Look for platforms that offer bank-level encryption and PCI-compliant systems to protect sensitive financial information for both residents and property managers. 6. Tenant credit reporting capabilities Some platforms allow managers to report on-time rent payments, including credit card payments, to credit bureaus. This can be a valuable incentive for residents and a selling point for Resident Benefits Packages. Best automated rent collection apps for property managers 1. Second Nature At Second Nature, our focus is on improving the lives of both residents and property managers. That's why we've designed solutions aimed at adding value and alleviating rent collection challenges for all parties involved. With our Resident Benefits Package, we offer a range of features designed to encourage timely rental payments and assist residents in bolstering their credit, safeguarding their identity, and maintaining financial stability. Learn more now 2. AppFolio AppFolio is a cloud-based property management software that offers online rent collection, security deposit, tenant screening, property inspections, and accounting/bookkeeping software features. AppFolio's pricing structure is tiered, with the specific cost depending on the number of units you manage and the features you require. Learn more about AppFolio 3. Buildium Buildium is a property management platform that provides a range of features, including online rent payments, payment processing, resident communication, maintenance tracking, and financial reporting. While Buildium does not publicly disclose specific pricing information, its website indicates pricing is based on the number of units you manage.. Learn more about Buildium 4. Avail Avail is a cloud-based rent collection tool that allows PMs to automate rent, send rent reminders, track payments, and manage rental properties. The pricing for Avail depends on the number of units you manage, with increased discounts for larger portfolios. Learn more about Avail 5. Rentec Direct Rentec Direct is a software platform for property managers that offers features such as online rent payments, tenant screening, lease tracking, and maintenance management. Rentex Direct pricing scales with the number of units you manage, with economies of scale for larger portfolios. Learn more about Rentec Direct 6. Rentvine Rentvine is a cloud-based property management accounting solution that offers interactive portals, maintenance coordination, online rent collection, electronic lease signing, and more. A relative newcomer to the property management technology space, Rentvine is focused on providing an easy-to-use, customizable interface for both residents and property managers. Rentvine includes all features regardless of pricing tier, adjusting pricing based on your unit count. Pricing starts at $199 per month and Rentvine offers a three month free trial. Learn more about Rentvine 7. DoorLoop DoorLoop is a cloud-based solution designed to cater to a variety of property types, including single-family homes and multi-tenant buildings. It offers tools to streamline property management tasks, including marketing and leasing units, screening and managing residents, processing rent payments and managing leases, tracking maintenance requests and coordinating repairs, and generating financial reports for property owners. Pricing is tiered based on the features you require. Learn more about DoorLoop 8. YardiBreeze Yardi Breeze is a cloud-based solution offered by Yardi, a venerable company in the real estate and property management industry. The software offers features designed to streamline tasks typically encountered by landlords or property managers, including marketing and leasing vacant properties, screening and managing residents, processing rent payments and rental applications electronically, tracking maintenance requests and repairs, and generating financial reports for owners and real estate investors. For quotes, contact Yardi Breeze directly. Learn more about YardiBreeze 9. RentRedi RentRedi is a mobile-first property management software that allows landlords to collect rent payments online, screen tenants, and manage maintenance requests through a user-friendly app. RentRedi’s pricing structure is subscription-based and ranges from $12/month (paid annually) to 29.95/month (pay-as-you-go). Learn more about RentRedi Benefits of automated online rent collection Rent collection software offers a variety of benefits that are specific to SFR property management companies. After all, the impact of reducing workload and saving time adds up, especially when you need to devote so much of your energy to operations across a dispersed area. Here's a closer look at the advantages: Reduced workload and time savings Automating rent collection eliminates the need to chase individual payments, freeing up time for tasks that can be time-consuming, such as inspections or maintenance coordination. Fewer late payments With on-time automated payments, rental income (and therefore cash flow) becomes more predictable. This allows for better financial planning and budgeting for property maintenance, repairs, or unexpected expenses. Simplified accounting and record-keeping For property managers, autopay eliminates the need for manual rent collection processes and reduces the risk of late notifications or missed payments. Rent collection features also help streamline accounting processes by providing accurate and up-to-date records of rent payments and other business transactions. And of course, recurring payments can be set up to occur automatically, saving property managers time and reducing the need for follow-up with tenants. No more existential dread around rent time! Reduced risk of errors Manual processing of checks or cash can be error-prone. Automatic rent collection minimizes the risk of human error in recording payments, ensuring accurate financial records and avoiding potential miscommunications or disputes. Improved security Automated rent collection platforms typically use secure payment processing systems to safeguard sensitive financial information. This provides peace of mind for property managers and residents alike, as their payment data is protected from unauthorized access or fraud during online transactions. Potential for scalability Even for smaller companies managing a few properties, automated rent collection lays a foundation for a more efficient system. As your portfolio grows, the automation remains in place, simplifying rent collection regardless of the number of properties you manage. In fact, Wolfgang Croskey says automation can level the playing field. “Technology is the great equalizer,” he says. “It allows us to compete with these nationwide companies and to provide not only the same level of service but to be able to pivot and adapt much quicker than those larger companies can. So for me, you're a smaller company, AI and Automation Tech is that equalizer that's going to allow you to shine just as well as these larger companies.” Related: 12 Tasks for Property Management Automation Enhanced resident communication and satisfaction For residents, recurring rent payments provide a convenient and hassle-free way to pay rent on time every month. It eliminates the need to remember to make a payment, reducing the risk of late fees and improving their credit score by building a consistent payment history. Property managers who are reporting rent payments to credit bureaus (such as TransUnion) as part of a Resident Benefits Package can use this as a massive incentive for residents to automate payments. Additionally, tenants can set up recurring payment options using their preferred payment method, making it easy and flexible for them to manage their finances. The other component of improving the resident experience is offering mobile app-based automatic payment methods. That’s why allowing residents to pay rent with Apple Pay or Google Pay is gaining popularity across the property management industry. Zelle is another payment service that can help with ACH payments without transaction fees. PayPal and Venmo are other mobile payment platforms. With these mobile payment apps, renters can pay their rent using their mobile devices. It’s a win for residents because they can easily make automatic payments on the go using their smartphones without the need for a physical wallet or a business day visit to a bank or property management office. Additionally, these mobile payment methods are highly secure, as they use biometric authentication to ensure the transaction is authorized by the account owner, minimizing the risk of fraud and identity theft. It’s important to note that some property management companies have experienced the rare but profoundly irritating (and costly) phenomenon of chargeback claims in relation to rental payments made by credit card. If you’re in the market for software that supports automated rent payments, this is an important issue that you should raise with the sales representative. Tips for successful adoption Even the best rent collection software isn’t plug-and-play. Implementation can come with speed bumps, especially when transitioning residents or staff from manual systems. Here’s how to avoid common pitfalls and ensure a smooth rollout of your automated rent collection process. 1. Anticipate and address resident hesitation Not all residents will be eager to switch from checks or manual transfers to an automated system. Be ready to communicate the benefits clearly—like convenience, reduced late fees, and potential credit-building—and provide step-by-step guidance for setup. Some managers offer small incentives (like gift cards or waived fees) to encourage adoption. 2. Validate resident data before launch Ensure that resident names, bank details, lease terms, and payment schedules are entered correctly into the software before enabling automation. A few minutes of verification upfront can prevent hours of frustration later on. 3. Offer training and support resources While most modern rent collection tools are user-friendly, not every resident or staff member is tech-savvy. Provide tutorials, FAQ sheets, or one-on-one assistance during the initial rollout. A smooth onboarding experience increases trust and usage. 4. Monitor payment activity closely at first Keep a close eye on payments during the first one to two billing cycles. Look for missed transactions, failed payments, or incorrect amounts, and address them immediately. Early intervention helps prevent long-term issues. 5. Prepare a backup process Even with automation, things can occasionally go wrong. A resident’s bank account may change, or a software update could cause a glitch. Have a manual backup process ready (such as an alternate payment portal or temporary paper payment option) to keep operations running without disruption. Use Second Nature to automate rent collection At Second Nature, our mission is to create a Triple Win for residents, property owners, and property managers, adding value and reducing headaches for everyone involved. Our Resident Benefits Package provides services that incentivize on-time rent payments and support residents in building credit, protecting their identity, and remaining financially sound. Ready to streamline rent collection and get automatic rent payments? Contact us today to schedule a free demo!

Calendar icon June 16, 2025

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Preventive Maintenance Checklist for Property Management

Good property managers respond to maintenance issues quickly, but great property managers work to prevent issues from arising in the first place. You anticipate issues, plan for problems, and execute solutions. One key part of prevention is developing a property management preventive maintenance checklist. For multifamily property managers, a regular preventive maintenance check is standard... and easy. Units are often all contained to one apartment building or community, and it’s quick enough to do a walkthrough and ensure that everything is as it should be. For single-family or scattered-site property managers, it gets a lot more complicated. Quick walkthroughs more than once or twice a year are impractical and expensive. In fact, one of the best ways to approach prevention is to help equip residents to take preventive measures themselves. Here at Second Nature, we're constantly asking ourselves, “How do we make it easy for residents to handle preventive care of the property?” In this article, we’ll explore both approaches to preventive maintenance: doing inspections as a property manager, or finding solutions where residents support the process. Let’s dive in. What is preventive maintenance? Preventive maintenance is a proactive approach to keeping a property in good condition with the purpose of preventing unexpected failures and maximizing longevity. This type of maintenance encompasses a broad range of activities, from routine inspections to air filter delivery services that keep HVAC systems running smoothly. By implementing preventive maintenance tactics, property managers aim to prolong the lifespan of property components, maintain property value, and provide a safe, functional, and appealing living environment for residents. What is a preventive maintenance inspection, and who conducts it? A preventive maintenance inspection is a regularly scheduled, systematic evaluation of a property designed to identify and rectify any emerging issues before they escalate into serious problems. In other words, a preventive maintenance inspection is like a health check-up for a property. A well-documented inspection also provides a record of maintenance that can be valuable for insurance claims, move-outs, and more. Generally, single family property managers find themselves in three different camps when it comes to property inspections: Those who visit sites only when an issue arises. Those who conduct scheduled annual preventive inspections, whether there are issues or not. Those who conduct biannual or seasonal preventive inspections, whether there are issues or not. In fact, we conducted a casual Facebook poll to see what single-family property managers said about the frequency of their property inspections. Most PMs who responded said they conduct an annual inspection. A smaller amount said they conduct two inspections per year, and another group said they do it only when needed. A very small amount of property managers polled said they conduct quarterly inspections. But there’s also a fourth option: partnering with a third-party vendor to help manage prevention. There's a lot that residents can do themselves to prevent larger issues from ever developing, but they need a little bit of support to get started. For example, if a resident is changing their air filter on time, the property manager is going to get fewer HVAC tickets, and the HVAC system is going to last longer. If you have a reliable way to provide air filters to residents exactly when they're needed, residents can stay on top of their filter changes. P.S: Want to see more insights and tips, and participate in future polls? What to include in a preventive maintenance checklist Let’s say your company prioritizes regular inspections. Crafting a preventive maintenance checklist for property management is all about anticipating needs and averting potential issues before they arise. Every property is different, so building your checklist begins with a thorough assessment of the building's unique features and vulnerabilities. By understanding the life cycle of various components of a property across the seasons—from HVAC systems to appliances—you can prioritize tasks and schedule maintenance in a way that minimizes wear and tear. Your checklist will likely include the following categories: Structural maintenance Electrical systems Plumbing & water systems HVAC systems (Heating, Ventilation, and Air Conditioning) Appliances (if provided) Lawn & outdoor areas Gutters, downspouts, and drainage Pest control Safety & security systems Interior checks Miscellaneous (Garage, waste disposal, etc.) Sample preventive maintenance checklist for property management companies With input from OnSightPROS, we’ve built a preventive maintenance checklist template for single-family rental property management companies. Feel free to use this template as-is or tweak it to fit your particular properties! If you want a downloadable, in-depth template for all types of rental inspections, download it here. Structural maintenance Roofing: Inspect for leaks, damaged tiles, or shingles. Make sure gutters and downspouts are clear of blockages or debris. Foundation: Check for cracks, water damage, or shifting. Walls and ceilings: Look for cracks, dampness, and signs of mold. Electrical systems Safety checks: Ensure that outlets, switches, and wiring are in good condition. Lighting: Regularly test all indoor and outdoor lighting fixtures. Inspect circuit breakers and panels. Plumbing & water systems Drains and pipes: Check for leaks, blockages, or buildup. Water heater: Test hot water temperature and pressure relief valves and inspect for signs of wear. Faucets and fixtures: Ensure proper flow and check for leaks or dripping. Heating, Ventilation, and Air Conditioning (HVAC) Filters: Ensure they are up to date. With Second Nature’s Air Filter Delivery, you’ll have the date stamped right on the filter itself. Ductwork: Check for mold or leaks. Coil fins: Make sure air conditioner fins are clean and not damaged. Seasonal checks: Ensure the heating system is ready for winter and cooling for summer. Drain pans: Make sure any drain pans and overflow drains are clear of obstruction. If your system has an emergency overflow shutoff, test to make sure it's working correctly. Appliances (if provided) Oven, range, microwave: Check for cleanliness and ensure they are working efficiently. Make sure that gas burners light quickly and safely. Refrigerator: Check coils for cleanliness and inspect seals. Washer and dryer: Inspect hoses and ensure the resident is keeping lint and drainage clean. If the washer has a drain pan, make sure it's not damaged and that the drain is clear. Lawn & outdoor areas Landscaping: Ensure that the landscaping is tidy and up to HOA standards, if applicable. Paths and driveways: Check for cracks or tripping hazards. Pools: Ensure safety measures are in place and gate latches operate correctly. Fences: Check for holes in fences or damaged gates, especially if the property is marketed as having an enclosed yard. Retaining walls: Check for damage that could compromise the structural integrity of any retaining walls on the property. Pest control Look for chew marks, droppings, and any other signs of pests. With Second Nature’s On-Demand Pest Control, residents can call a professional at the first sign of any issues. We handle it for you, typically with no cost at point of service. Safety & security systems Smoke and carbon monoxide detectors: Ensure they are installed properly, including proper hardwiring, if required. Check batteries, backup batteries, and expiration dates. Fire extinguishers: Check expiration dates and ensure they're easily accessible. Emergency exits and paths: Ensure they're clear and well-marked, and that any exterior structures like stairs or fire escapes are in good condition. Home security systems: If the property includes a security system, ensure that window and door sensors are in working order. Interior checks Floors: Look for damaged tiles, caulk problems, cracked grout, carpet wear, or wood floor issues. Windows and doors: Ensure they open and close smoothly, and check seals. Check window screens for holes. Miscellaneous Garage and parking areas: Check for proper lighting, security, and cleanliness. Waste disposal: Ensure trash bins are clean and in good condition. The importance of preventive maintenance Preventative maintenance may seem like a hassle, but it can save significant money down the road. Even something as simple as getting air filters delivered on time can reduce HVAC costs by hundreds of dollars annually. Preventive maintenance isn’t just about keeping the property in good shape—it's a strategic approach that yields all kinds of benefits. By prioritizing prevention, you can: Minimize costly repairs: Regular maintenance can prevent small maintenance issues from escalating into expensive emergencies. Extend asset longevity: Helping residents proactively care for components like HVAC systems extends their lifespan, saving money in the long run. Enhance resident satisfaction: Supporting a resident in maintaining their property means fewer complaints and issues, leading to higher retention rates. Ensure safety: Regular checks keep safety hazards at bay, reducing the risk of accidents and liability. Improve property value: Consistent upkeep maintains or even increases the property's market value. Stay compliant: Keeping up with building codes and safety regulations is non-negotiable, and preventive maintenance ensures compliance. By incorporating a preventive maintenance strategy, property managers not only safeguard the property's physical condition, but also its financial viability and desirability in the market. It's a proactive measure that resonates well with residents and investors alike. Best tools to support preventive maintenance Here’s the big question: how can property managers for single-family homes make preventive maintenance easier without breaking the bank? As we saw in our Facebook poll, scattered-site properties don’t lend themselves well to frequent inspections. The best solution is to help your residents do it themselves. Here are three of our favorite products to get that done. Second Nature We’ve built a Resident Benefits Package with proactive property management in mind. Each individual benefit—from renters insurance to on-demand pest control to air filter delivery—aims to address ongoing needs and prevent common issues from escalating. Let’s take air filter delivery as an example. In the largest HVAC data study of its kind, filter delivery service reduced HVAC ticket requests by 38% Just by including a filter subscription for your residents, you can help them cut energy costs and ensure your HVAC system lasts for the long term. Learn more about all of the features of our Resident Benefits Package and how it delivers results for residents, property investors, and property management companies. RentCheck RentCheck is a property inspection app built to help residents do inspections on their own. The property manager can request and track routine inspections from the resident. You can set up any cadence you want and customize the self-guided inspection requirements. RentCheck will fully automate reminders and support residents in completing a video inspection that then gets sent to you as a shareable report. zInspector zInspector is another very popular rental inspection app in the SFR property management space. Like RentCheck, property managers use zInspector to schedule, customize, and receive inspections conducted by residents themselves. The app also includes a toolkit with an evolving set of property and task management tools. You can get 360º photos and virtual tours with a compatible 360º camera and printable, customizable inspection reports. FAQs Q: What are the benefits of preventive maintenance? Preventive maintenance offers a multitude of benefits, including: Cost savings: It reduces the likelihood of incurring expensive emergency repairs and extends the life expectancy of property assets. Efficiency: Regular maintenance ensures that all systems and appliances are running at optimal performance, which can lower energy costs. Tenant retention: A well-maintained property leads to higher resident satisfaction, which can decrease turnover rates. Safety: It helps identify potential safety issues before they become hazardous, promoting a safer living environment. Value preservation: Ongoing care maintains and can enhance the property's value over time. Compliance: Ensures that the property remains in compliance with the latest building codes and safety regulations. Overall, preventive maintenance is essential for maintaining a property's integrity, ensuring resident satisfaction, and optimizing operational budgets. Q: What is included in basic preventive maintenance? Basic preventive maintenance for property management typically encompasses: Routine inspections: Regularly checking the structural integrity of the property, including roofs, walls, and foundations. HVAC maintenance: Ensuring heating, ventilation, and air conditioning systems are clean and functioning properly. Plumbing checks: Looking for leaks, clogs, or wear in pipes and fixtures. Electrical system audits: Inspecting electrical panels, wires, and safety systems to prevent malfunctions. Groundskeeping: Checking outdoor areas, including landscaping, gutters, and drainage systems. Appliance upkeep: Servicing provided appliances to prevent breakdowns and extend their lifespan. Safety inspections: Verifying that all safety equipment, like fire extinguishers and smoke detectors, is in working order. These tasks are designed to identify and address issues before they develop into more significant problems, helping to ensure the property remains safe, functional, and appealing to residents. Q: What’s the ideal schedule for preventive maintenance? The ideal schedule for preventive maintenance can vary depending on the specific needs of a property, but as a general guideline: Weekly/monthly/quarterly: Regular checks on a weekly to quarterly basis are more common for multifamily properties and apartment buildings, with quick checks on high-usage areas and equipment, such as communal spaces and gardening upkeep. Quarterly maintenance inspections can include a more in-depth look at HVAC systems, plumbing and electrical systems, and seasonal preparations. Annually/seasonally: A small number of SFR property managers will conduct seasonal or semi-annual inspections. Many more conduct annual inspections. These are more in-depth inspections to keep an eye on potential issues. Minimize your preventative maintenance obligations with Second Nature Ready to see how a Resident Benefits Package can save you time on preventative maintenance and get you focused on value-driving activities? Register for an upcoming RBP Workshop to hear from real property managers about how they've streamlined so many preventative maintenance tasks.

Calendar icon June 12, 2025

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10 Best Property Management Blogs to Read and Learn From

In an ever-evolving industry, it's important to stay up to date on the latest property management trends, technologies, and strategies. One of the best ways to do that is by reading industry blogs across a range of property management websites. You'll find all kinds of best practices and practical tips from peers and other experts. They also help you keep abreast of any regulatory changes and compliance requirements that may inform your business decisions and strategies. Today we'll cover some of the top property management blogs, with a focus on what each site brings to the table. Also, be sure to check out the best property management newsletters to subscribe to that can level up and grow your business. 1. Second Nature's Triple Win blog The Second Nature blog provides insights on a wide range of topics related to property management, including market trends, technology, resident retention, and more. Our focus is primarily on a “Triple Win” philosophy, which expresses the idea that residents, property managers, and investors can go beyond transactional basics to create new, mutually winning experiences. Second Nature aims to provide a stage for experts in the industry—the people doing the real on-the-ground work—to share their knowledge and experiences across categories like investor relations, building and managing a team, and minimizing time to income. The SecondNature blog is a valuable, highly readable resource for property owners and managers alike. Click for sound 5:01 2. Appfolio's Industry Insights blog Santa Barbara-based AppFolio is a software-as-a-service company focused on providing cloud solutions for the real estate market. Most property managers are already familiar with AppFolio, who offer a full suite of property accounting tools for companies of all sizes. Second Nature announced a partnership with AppFolio earlier this year, which just goes to show how much we respect and appreciate their impact on the industry. You don't need to be an AppFolio customer to find its blog relevant—in fact, much of the content focuses on issues of broad interest to property management and property investment groups. One of AppFolio's biggest strengths is its wide-ranging first-party data, which allows them to provide unique insights into industry trends, resident preferences, and market performance. 3. Bay Management Group blog The Bay Management Group manages over 6,000 units throughout Pennsylvania, Maryland, Virginia and Washington, D.C. Their blog reflects this partially regional focus, with categories including “Property Management in Baltimore” and “Owning a Rental Property in Pennsylvania." However, a lot of the team's content is relevant to the whole property management business, with articles including “7 Ways to Ensure Your Potential Tenant’s References are Real,” “Tips for Successful Real Estate Partnerships” and “What is the Renter’s Bill of Rights and How Does It Protect Tenants?” The blog caters to property managers, residents, and investors alike, making it one of our favorites for its Triple Win approach. This is a great blog that hosts archives going back to July 2012, making it one of the more venerable sites in this list. 4. Nest DC blog Nest is a Washington management firm that focuses on homes and residents in the greater Washington, D.C. area. With expertise in single family homes, condos, multifamily housing, and mixed-use property in high-density, urban environments, Nest has something for everyone on their blog. Its clean, stripped-down design dispenses with the standard trappings of blogs such as tags and categories, and features both plenty of articles for managers and residents. With seasonal topics like winter maintenance prep, and regionally focused articles like "5 Things You Should Know to Settle Like a Local in DC," Nest leverages 16 years of experience to bring you the most important insights into property management. 5. Buildium blog The property management software company Buildium publishes blog posts and other resources on a wide range of property management topics, from accounting & taxes to legal considerations, to marketing tips and the latest news from Buildium. Clearly, the content is aimed at a broad segment of the property management community, including rental property owners, property maintenance professionals, and real estate investors. That said, Buildium really excels in their writings about property management finances and accounting, providing comprehensive accounting lessons as well as tips and tricks to streamline your financial workflows. 6. BiggerPockets BiggerPockets is positioned as a complete resource for anyone looking to succeed in real estate investing. As such, the blog is focused primarily on property investment and rental income, especially macroeconomic trends impacting housing values, interest rates, and delinquencies. However, it also provides a number of articles on property management tactics, along with OpEds on industry goings-on that you might find particularly interesting. 7. Rentometer blog Rentometer collects and analyzes approximately 10 million rental records annually, making them a leader in rental data. The Rentometer blog is takes advantage of this capability, providing marketing insights to help manage real estate businesses, all backed by hard numbers. Its blog dates back to 2018, and provides perspectives on remote property management, tools for growing real estate businesses, and more. You'll find advice on negotiating with residents, the fastest growing markets in the U.S., tools for growing your business, and, of course, leveraging Rentometer's solutions. 8. Fourandhalf's Marketing and Business Strategy blog Fourandhalf is a property management marketing agency, so it makes sense that their blog is largely focused on go-to-market strategy. You'll find plenty of articles on things like advertising to new clients, branding your company, and search engine optimization, many of them written by expert guests. While much of their content skews toward newer or growing property management companies, they also take time to touch on current debates in the industry, like whether you should publicly share your pricing on your website, or whether going viral is the key to business success. If you're looking for ways to amplify your company's message and increase visibility, Fourandhalf has content for you. 9. Rent Manager blog The Rent Manager blog has evolved from a customer-focused outlet to a true industry resource, providing insights on the latest trends and news, including HUD updates, fair housing, and maintenance guides. While you'll still get the most out of Rent Manager's blog if you use their property accounting software, there's plenty of value even if you don't. Their content on data, tooling, and regulatory updates provides important insights for anyone in the industry. 10. All Property Management blog The All Property Management Blog reflects its identity as a marketplace for property management services, with articles aimed at real estate investors as well as property managers. APM published high quality templates and guides for things like writing a resident welcome letter or working with investment associations. The site also offers useful tools like a state-by-state laws database, comprehensive resources on fair housing, and reviews and recommendations for various property management software solutions and other technology. Their content is written for a combination of real estate investors and property managers, so you're sure to find something for you. Follow the Second Nature blog, podcast, and events to keep tabs on the property management industry Here at SecondNature.com, you’ll find an abundance of resources designed to keep you up to date on events, analysis, and expert perspectives in the field – all geared toward helping property managers create a “Triple Win” that benefits residents, investors, and property managers alike: Triple Win Property Management Blog Triple Win Property Management Podcast Triple Win Property Management Events Learn more about SecondNature’s Resident Benefits Package, which is designed to generate revenue and establish Triple Win conditions for your residents, investors, and business.

Calendar icon June 11, 2025

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notify-tenant-sale-of-property

How to Write a Letter Notifying Your Tenant of the Sale of Property

Selling a rental property can be complex, especially when residents are involved. But there are plenty of ways to notify your resident of the sale in a clear, respectful, and legally compliant manner that also reduces their anxiety or concerns. In today’s blog, we’ll provide a practical walkthrough to help you draft this important letter, including: What a notice of sale of property letter is Rights of tenants when the property owner sells the property What the sale of property letter should include Sample letter to notify tenant of sale of property Note on language: Here at Second Nature, we prefer the term “resident” rather than “tenant,” as that emphasizes the human element over the transactional. In some legal and compliance situations, we'll also use the term "tenant". What is a notice of sale of property letter? A notice of sale of property letter is a formal communication informing a resident that the property they're renting is being sold. It outlines the upcoming changes that will occur, reassures tenants about their rights, and details how the sale will affect their tenancy. You might wonder if selling a rental property is even possible with tenants in place. Yes, it is. However, the process requires careful consideration of lease terms and local laws. If the resident is on a fixed-term lease, they often have the right to remain until the lease expires. If the lease is month-to-month, the new owner may have more flexibility. But in all cases, understanding and following legal guidelines is crucial as they may vary based on your location. Why you may want to sell a rental property Real estate investors might have a variety of reasons for selling a rental property. We’ll break down some of the most common scenarios below: Potential for significant financial return: In many cases, the property has appreciated significantly, and selling now could provide a substantial profit for the owner, who wants to capitalize as soon as possible. Eliminating property management responsibilities: Perhaps managing the property has become too time-consuming or challenging, so selling is the best option to free up time and energy. Freeing up capital for other investments: Maybe the owner is looking to reinvest in a different type of real estate, another location, or other markets entirely. Changing financial priorities: Financial needs, such as funding retirement or other investments, may be driving the decision. While selling a rental property has plenty of advantages, it also has its drawbacks. Here is a look at some disadvantages of selling a rental property: Loss of steady income: Monthly rent means money coming in at the same time every month. Removing that may mean finding and establishing another source of income. Potential legal challenges: Selling an occupied rental property may involve complex laws and regulations and logistics. If not handled properly, this could lead to complications down the line, including legal action from the tenant. Reputation: For professional property managers, reputation is everything. If the sales process isn't handled smoothly, it may sour the reputation with the resident, causing them to leave a negative review. Rights of tenants when the property owner sells the property Tenant rights must be respected when throughout the entire process of selling a property. Knowing these rights and planning accordingly can help you avoid legal trouble in the future. Please note that this guide does not constitute official legal advice, and it’s crucial to consult local laws or legal counsel for specific details. Some common laws and regulations you should be aware of include: Local laws for leased properties: Depending on your state or city, there may be detailed regulations about how to handle a rental property sale. For instance, some areas require the purchaser to honor the current lease terms and allow the resident to remain in the home. In certain states, tenants with month-to-month leases might need to be given a specific amount of notice before being asked to move out. Utilities and maintenance: As the owner, you must continue providing a habitable property by providing utilities like water and electricity until the tenant moves out. Property owners should not shut off utilities during the sale process. Additionally, if you plan to conduct maintenance or repairs, you will still need to notify the tenant as required by local laws. Property showings: Although giving notice for property showings isn’t always legally required, it’s good practice to inform residents well in advance. Most state laws require you to provide reasonable notice before entering the property, usually 24 to 48 hours, though this can vary. Make sure you refer to your state’s tenant laws before scheduling any showings. Security deposits: If the tenant moves out before the sale, their security deposit must be handled appropriately. In many cases, the deposit should be transferred to the new owner, who will hold it until the tenant vacates the property. In other cases, the security deposit may be returned, and the new owner will be responsible for collecting a new security deposit. Be sure to review your state’s laws to avoid any disputes over this process. As a point of accounting interest, note that on balance sheets, a refundable security deposit appears as a liability—the security deposit belongs to the tenant and must be transferred to the new owner to be held until the tenant moves out. What should the sale of property letter include? When notifying your resident of a property sale, the letter should cover several essential points. To help, we’ve put together a breakdown of what should be included. Basic information Start with your name or your property management company name, the date, the tenant name(s), and the property address. Include your contact information for any questions the tenant might have. We recommend addressing the letter to all residents who are listed on the lease. Details about the sale Inform the tenant that the property is being sold. Be transparent about the process, including whether the lease and deposit will transfer to the new owner. Let them know that the property will be going on the market, and that they may need to cooperate with upcoming property showings. Showing information Include information on how much notice you’ll provide before a property showing. If state laws require specific notice periods, cite them to reassure the resident that their rights are being respected. Clarify that any showings will be conducted by licensed real estate professionals, and be considerate of the resident's schedule. Responsibilities before the sale If the resident has any responsibilities, such as keeping the property tidy for showings, outline them in this section. You may want to consider offering a cleaning service to make it easy for the resident to keep the property in great condition. In all cases, be polite and professional, and make sure the resident understands what is expected of them. Incentives (if applicable) If you’re offering any incentives, such as paying for a hotel stay during showings, assisting with moving expenses, or providing a rent discount, mention them here. While not mandatory, these gestures can ease the transition for your resident and foster goodwill. Relocation support If you manage other properties, you may wish to let the resident know of any available openings, but this is completely optional and just a common courtesy you can provide to help ease the transition. Opportunity to purchase If your property management company offers any kind of home buying assistance, you may consider selling the property directly to the resident. If you're open to the possibility of selling to the resident, include that in your letter and let them know who they should contact for more details. This is especially valuable if your management company also operates a real estate brokerage and you're representing the seller in the sale. Thank you section Close the letter by thanking the tenant for their cooperation during this process. Acknowledge the inconvenience this may cause and express your appreciation for their help in making the process as smooth as possible. Letter to notify tenant of sale of property template Here’s a sample notice letter template you can use to inform your tenant of the sale. Feel free to customize to fit your needs: [Your Name/Property Management Company] [Date] [Tenant’s Name] [Property Address] Dear [Tenant’s Name], I hope this letter finds you well. I am writing to inform you that the property you are currently renting at [Property Address] is being put up for sale. This means there will be some changes in the near future, but I want to assure you that your rights as a tenant will be respected throughout this process. Your current lease will be transferred to the new owner, and all terms will remain in effect. You will be notified in advance of any showings, and we will work to make the process as smooth as possible for you. If you have any questions or concerns, please don’t hesitate to contact me directly at [Your Contact Information]. Thank you for your cooperation during this time. We appreciate your help in keeping the property presentable for potential buyers and making this transition as seamless as possible. Sincerely, [Your Name] Learn more: How to Write a Notice to Vacate Letter to Tenants [with free template]) Final thoughts Selling a rental property involves careful planning, especially when tenants are involved. A well-crafted letter can help ease the transition and ensure a smooth process for everyone. Remember to stay informed about your local laws and consult legal experts when necessary. If you're looking for ways to enhance the resident experience during this transition, consider improving tenant satisfaction with services like the Resident Benefits Package. Learn more about these packages from Second Nature today.

Calendar icon May 19, 2025

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Single family home

How to Write a Friendly Rent Increase Letter + Free Template

They're every resident's least favorite thing: rent increases. But for property managers, increasing rent is a necessary part of your fiduciary duty to investors. When it comes time to implement a rent increase, it's important to communicate with your residents clearly and professionally. The goal is to minimize conflict and prevent any unwanted surprises. Writing a rent increase letter is a critical first step in this process. By clearly communicating the reasons behind the rent increase, such as inflation and increased operational costs, you can help your residents understand the rationale behind your decision. A note on language: Here at Second Nature, we prefer to use the terms "resident" and “residency” rather than “tenant” and “tenancy,” to emphasize the human element of property management work. However, there may be instances where terms such as "tenant" are used for legal or industry-standard purposes within documents or communications. In these cases, please know that our intent remains the same – to provide clear, accurate, and meaningful information to all people involved in the business relationship. When should you increase the rent? You should be considering rent increases periodically to keep up with the rising costs associated with property maintenance and management. Specifically, inflation drives up the costs of utilities, repairs, labor, and general upkeep, making it essential to adjust rents to cover these expenses. Other rising expenses include property taxes, insurance costs, and even the costs of improvements—all contributing to the need for rent increases. By aligning rent adjustments with these economic factors, property managers can ensure the financial sustainability of their properties while continuing to provide quality living conditions for their tenants. What to consider when increasing the rent There are several factors to consider to ensure fairness and transparency during a rent increase. These considerations will not only help in setting a rent increase amount that's justified, but also in maintaining a positive relationship with residents. Rent competition Understanding the rental market's competition is crucial. Evaluate the current market rates for similar properties in your area – this will help in setting a competitive yet reasonable rent increase that aligns with local conditions. Lease term Consider the length of the lease term currently in place. Typically, longer lease terms might warrant smaller, more gradual increases to retain residents, while shorter terms may allow for more frequent adjustments based on market trends. Changes to property value An increase in property value can often justify a rent increase. This should reflect market conditions, the property's value, and any improvements that have been made during the lease term. Transparency about how this amount is calculated can help mitigate resident concerns. Additional property costs Make sure you're also considering any increases to other property costs. For example, if the property is a condominium or is in a home owner's association, factor in any special assessments or increases to dues. State notice period requirement Each state has specific legal requirements for notice periods before a rent increase can take effect. Ensure that you comply with these regulations to avoid legal issues and give residents enough time to plan for the change. Security deposit Review the impact of the rent increase on the security deposit. In some states, the security deposit may need to be adjusted in accordance with the new rent amount. Ensure that any changes are clearly communicated and legally compliant. Reasons to send a rent increase letter Sending a rent increase letter is a necessary step in maintaining transparent and professional relationships with residents. Here’s why they're essential: Legal compliance Some states and localities may have specific requirements dictating how a rent increase is communicated. A rent increase letter can help you stay compliant with notice periods and documentation. It serves as an official record of the change and helps protect against potential disputes. Clarity and transparency Providing a written notice offers clarity to residents about the new rent amount, the effective date of the increase, and the reasons behind it. This transparency helps maintain trust and minimize misunderstandings. Communication is one of the top factors in resident retention, so make sure you're putting in time to make things clear. Professionalism A formal rent increase letter reflects a professional approach to property management. A well-written letter will come across as intentional, well thought out, and respectful, rather than making residents feel like you're just making decisions on the spot or without solid reasoning. Record keeping Documenting rent increases helps maintain accurate records for your team, the investor, and the resident. This can be crucial for future reference, additional lease renewals, or if any legal issues arise. By considering the factors that go into the rent increase and clearly communicating the reasons, property managers can ensure a smoother transition and foster a positive relationship with their residents. What should a rent increase letter include? Here's what should be included in a rent increase letter to ensure your residents have all the information they need: 1. Friendly tone Use a warm and polite greeting while also keeping things professional. Express appreciation for the resident's tenancy, and highlight any specific areas where they've gone above and beyond. Regardless of any past tension, make sure to keep a respectful tone throughout. 2. Resident information Include the names of all residents on the lease, even if you primarily communicate with only one resident. Include the address of the property. Mention the end date of their current lease agreement. 3. Clear announcement of rent increase State the effective date of the rent increase. Clearly outline the new monthly rent amount. If applicable, mention any changes to additional fees like utilities, parking, or pet rent. Include any information on how the rent increase will impact the security deposit, if applicable. 4. Justification for the increase Highlight the specific reason or reasons for the rent increase. This could include rising property taxes, increased maintenance costs, market value adjustments based on comparable rentals, or significant property improvements you've made. Be specific and provide data or evidence to support your claims whenever possible. For example, mention the percentage increase in real estate property taxes or highlight the specific property improvements that are enhancing the resident's living experience. 5. Consequences of nonpayment Clearly explain the consequences if the new rent amount is not paid by the specified date. You can cite the terms of the lease agreement to reinforce these consequences. Remind the resident of the potential late fees or penalties that may apply. Describe the steps that will be taken if non-payment persists, such as the issuance of a notice to vacate or potential eviction proceedings. Emphasize the importance of timely communication from the residents if they foresee difficulties in making the payment, and encourage them to discuss potential solutions or payment plans. 6. Next steps for the resident Be clear about whether the resident needs to take any action in response to the change. For example, if they have automatic payments set up through their resident portal, be clear about whether they'll need to adjust the payment amount, or whether your property accounting software will automatically draw the new amount moving forward. Briefly remind residents of their right to review their new lease agreement. Express your willingness to answer any questions they may have regarding the rent increase. Clearly state your contact information (phone number and email address) for easy communication. Sample rent increase letter template Below is a template you can use for your rent increase letter. Simply customize it with your specific information. [Your Property Name and Contact Information] [Date] [Resident names] [Address of rental property] RE: Rent increase effective [effective date] Dear [Resident names], Thank you for continuing to rent with us. This letter is to inform you of an upcoming rent increase for [property address], effective [effective date]. Your current monthly rent of [current rent amount] will be adjusted to [new rent amount]. Additionally, [mention any changes to additional fees, e.g., "the monthly pet fee will increase to $XX"]. We understand rent increases can be disruptive, and we want to be transparent about the reasons behind this adjustment. The increase is necessary due to [list specific reasons for the increase, e.g., "rising rental rates for comparable units… ," or “neighborhood revitalization resulting in enhanced value…”]. [If applicable, provide data or evidence to support your claims]. We value you as a resident and appreciate our relationship. You have the right to review your lease agreement if you have any questions about its terms. We are also happy to answer any questions you may have regarding this rent increase. Please feel free to contact us at [phone number] or [email address]. Sincerely, [Your name and the name of your property management company] For example, our rent increase template looks like this: How to send a rent increase letter There are multiple things to consider when choosing how, logistically, to deliver a rent increase letter. You want to keep the process as simple as possible, but you also may need verifiable proof of the notification in case of any future disputes. First and foremost, you’ll need to consider local regulations. We highly recommend consulting with a lawyer specializing in landlord-tenant law to determine the mandated method for delivering rent increase notices. Some states or municipalities may require certified mail or another verifiable method (e.g., signed delivery receipts). Don't skip this step; non-compliance with local regulations can lead to legal issues down the line. Delivery method options Certified mail: This is generally the safest option. Certified mail provides a receipt confirming the letter's delivery and the date it was received. This documentation can be crucial in the event that there's a future dispute or legal proceeding. While certified mail is slightly more expensive than regular mail, the added security it offers can be worth the cost. Regular mail with signed delivery receipt: This option offers some level of proof of delivery but may be less secure than certified mail. While unlikely, residents can potentially refuse to sign for the receipt, leaving you with more work to do to make sure they're informed. Hand delivery: If feasible, handing the rent increase letter to the resident in person and obtaining a signed receipt is the most secure method. This is more challenging for scattered site properties. Note that while some residents might appreciate the convenience of email, it isn't always the most reliable notification method. Consider your residents' demographics and preferred communication channels when selecting your delivery method. Regardless of what you choose, the original lease agreement you have with your residents should explicitly state acceptable methods for delivering important notice letters, including rent increases. Make sure you're adhering to the guidelines set out in the lease. A note on property accounting software Property accounting software can be useful for maintaining a centralized repository of all your communications with residents, including rent increase letters. It's also a useful tool for furnishing clear audit trails and documentation in case of disputes. Make sure that the terms outlined in your rent increase letter are accurately reflected in your property management software to prevent any accounting mishaps. Rent increase FAQs Q: How many days’ notice of rent increase do residents need to be given? A: The required notice period for a rental increase can vary depending on your location and the terms of your lease agreement. In general, most states require that residents be given 30 to 60 days' written notice before a rent increase takes effect, though this can vary for year-to-year lease renewals vs. month-to-month. It's important to check local rent control regulations for specific details on timeframes, and consult with a local attorney if necessary. Q: Can the rent increase be contested? A: Depending on your location and specific circumstances, residents may have the right to contest a rent increase. For example, rent control laws in some jurisdictions allow residents to challenge rent hikes that are deemed to be excessive. It's best to obtain legal advice from a lawyer specializing in applicable local laws and state laws to understand your options. Final thoughts Prioritize clear communication and transparency, and you’ll find you can navigate rent increases effectively while maintaining a healthy and positive relationship with your residents. Every interaction you have with a resident shapes the way they think and feel about you. The way you communicate a rent increase can make all the difference in your renewal rate and resident satisfaction. It’s also the perfect opportunity to introduce a Resident Benefits Package (RBP) and remind residents of your role in adding value to their living situation. Learn more about the benefits of Second Nature’s fully managed RBP.

Calendar icon May 14, 2025

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9 Marketing Ideas to Unlock Growth for Your Property Management Company

Like small business owners everywhere, broker/owners face the constant challenge of marketing their companies. In the era of AI, big data, and digital marketing, it can be tough to keep up with the latest trends and technologies. Effective property management marketing will leverage today's digital tools, but not at the expense of the human touch that's essential to the industry. A property management marketing plan should include a clear strategy, multiple channels, and measurable, achievable goals for growing your portfolio. In this article, we'll dive into the process of constructing a strong marketing strategy for your property management company, and cover nine of the top marketing ideas for property management. We’re joined by Rodney Hays of Geekly Media, a marketing consultancy built for the real estate industry. How to market a property management company Marketing is a wide-ranging field, so in order to help you focus your efforts, we've identified nine property management marketing ideas to help you grow your PMC. We know margins can be tight, so we've prioritized tactics that are cost-effective and have high return on investment. 1. Get disciplined about content marketing Some of the most successful property management leaders have built their go-to-market strategies on content marketing. Content marketing is media creation (think videos, podcasts, articles, social media) designed to inform rather than to persuade. A good content marketing strategy is designed to meet potential clients where they are, and answer the questions they're asking. This includes platforms like Facebook, LinkedIn, and Google, where investors and potential investors consume real estate investment content. The goal of content marketing is to provide value to your target audience, giving them useful information and gradually building their trust. Ultimately, good content establishes your company as a subject matter expert. So, what kind of content is useful in property management marketing? Start by thinking about the kinds of questions your audience is asking. Here’s what Rodney Hays has to say: “[Real estate investors] are going to ask questions about lease agreements and tenant screening. They’re going to ask questions about evictions, emotional support animals, those types of questions are always going to come up." For more on content marketing, listen to this episode of the Triple Win Property Management Podcast, where Pablo Gonzalez outlines community building and organic marketing. 2. Invest in SEO to build organic traffic Search engine optimization (SEO) is the process of optimizing a website for search engines and their users, so that your website ranks highly in search results and increases organic visibility. It helps extend your online presence. Search engines—most notably Google—are still the first place most people go to find information or answers. Content hosted on your website that addresses the most common questions your target audience is asking can position you well on the search engine results page (SERP), leading to increased website traffic. So how do you find out what topics to build content around? SEO tools, such as Semrush and Ahrefs, have an incredible database of keywords and common search terms, along with insights like how much search volume there is, how much competition exists in the rankings, and how often searchers click into various results. These types of tools can even show you what types of questions searchers typically ask. User questions can be great topic ideas for new content on your website that can drive relevant traffic. There are countless blogs and agencies that offer best practices for SEO, but when you're just getting started, our biggest piece of advice is this: write genuine content in your own voice. Don't try to trick search engines into ranking your content higher, and definitely don't plagiarize from other websites. Google is smarter than you think, and if they suspect you're trying to game the system, they'll punish your website. 3. Build a content distribution strategy Once you’ve developed content that speaks to your intended audience, what happens next? The next step to build a high-quality content distribution strategy. In others words, figure out how to get your messaging in front of your target audience. While a lot of people will find it organically, you should always be doing more to make sure it reaches them. A distribution strategy involves assessing where your primary audience is on a daily basis. Social media platforms, email, direct mail (aka "snail mail"), podcasts, regional conferences, and local ad listings are all examples of distribution channels. Start by identifying what pieces of content best match each platform. For example, a longer form piece should be linked via social media with a catchy blurb or graphic to hook your readers. Short form content can be its own social post with no link needed. You can send regular newsletters or other email campaigns to share your content, too. A few of the best ideas for distributing your content: Share on social media: Twitter, Facebook, Instagram, LinkedIn, TikTok Link to and reach out to real estate professionals and bloggers Ask to share guest posts on sites related to property management or real estate Connect with industry podcasters and apply to be a guest on their show 4. Create an email list Email marketing is one of the most effective ways to reach your target audience and nurture leads. A carefully crafted email can increase sales and your bottom line. With all that said, it can be tough to get email marketing just right. According to MailChimp, the average open rate for property management emails is just under 20% and the click-through rate is less than 2%. Not great, we know. That’s why building the right email list can make all the difference. Creating a targeted email list requires a good amount of research, knowledge of your target market, and email marketing tools like Hubspot, ZoomInfo, or Klaviyo. 5. Build and execute a social media marketing strategy Social media is something of an art and a science. Your social media strategy should include connecting and communicating with important accounts in your area and industry. Think of it like digital networking. The goal is to gradually interact with, build trust with, and provide value to likeminded people. For every piece of content or event you plan, you need to map out how you will share it on social media. Rodney Hays of Geekly recommends sharing new content and industry news updates across social channels whenever they’re updated. “Our customers will put their industry news page out there; they'll pull in like 15 or 16 new articles every month. And then, out of those 15 or 16, we will take eight of those and put a third-party link in it and send those out on social media as well. And I think that's done pretty well in bringing in some different traffic that you know, it's just another resource for the people that might be visiting your page,” says Hays. 6. Invest in online advertising Paid marketing efforts for property managers are more about visibility and awareness. They’re especially useful in reaching people who may not have heard of your company before, but who are looking for services like yours. Hays notes that Geekly clients opt for Facebook and LinkedIn for targeted social advertising, because they have the most active property management communities. They also tend to generate the most value for your investment. “Facebook ads are a great gateway into paid ads, since Google ads typically require a much higher budget to get similar performance. Facebook in the past has had a lower cost per click, so you’re getting higher performance from it for less lift and less spend, which is why I recommend it as a really good starting point.” Both LinkedIn and Facebook have put significant effort into making advertising aseasy to run as possible. They both include features like geotargeting, which is essential for property managers who operate locally. “One thing I do love about Facebook ads, like with any other kind of paid ads, is that you can geotarget. Especially with property management and real estate, it makes sense that you’re going to target a specific area because, depending on the scale of your PMC, you probably don’t have properties across the nation." 7. Manage your online reputation Your online reputation is made up of all the touchpoints anyone could have with your brand online. This includes Facebook, LinkedIn, Instagram, Twitter, Google Reviews, Yelp, and more. One of the biggest threats to online reputation is reviews. Your marketing plan should include regular maintenance and attention to your online reviews. How are people talking about you online in your comments section, Google Reviews, and Yelp Reviews? If you see any negative comments that have constructive feedback, make sure you reach out to the person and find out how you can improve or make it right. Respond to the review or comment publicly with a polite and professional tone. There are also plenty of review management tools, many of which leverage AI to read the tone and sentiment of reviews and generate suggested responses accordingly. You can’t make everyone happy, but the way you deal with negative feedback goes a long way to protecting your online reputation. 8. Host networking events for brand awareness Of course, digital isn’t everything. After all, people exist in the real world, too. In-person events and community-building strategies can still be incredibly effective, especially in something as hands-on and personalized as property management. If you have the resources, hosting events can boost your brand awareness and company reputation in your area. Because property management is so regional—and creating a niche in the market is key to success—these highly targeted events work exceptionally well in the property management industry. If you're not yet at a point where you can host networking events, look for events hosted by other industry professionals in your area. Grab a ticket, mix and mingle, and get to know those around you. 9. Build a steady stream of referrals Real estate is a people-first business. That's why many property managers see a large portion of your their doors will coming in from referrals. Real estate investors often have networking events and educational sessions, so they have plenty of opportunities to talk about their property managers, both good and bad. Welch-Randall, a property management firm based out of Ogden, Utah, attributes 92% of its new doors to referrals. This is the mark of a business with established authority reaping the benefits of the work it put in to create that trust. Consider establishing a formal referral program, where existing clients can receive a reward or a discount on management fees if they refer a new client to you. The absolute best way to grow your referral stream is simply by providing the best possible investor experience to your clients. Drive strong financial results, communicate effectively, protect their assets, and even step into the role of asset manager. The happier they are with your services, the more likely they are to recommend you to others. Final thoughts Becoming an industry-leading property management company is about more than just the number of doors you manage. There is a saying in marketing that perception equals reality. If you want potential clients to perceive your company as an industry leader, you have to give them a reason to believe that you are. Real estate investors, especially new ones, above all else, are looking for experts that they can trust to guide them through the ownership of their assets. By answering the questions they have and proving your expertise, you’re proving that you're up to the task. Want to learn more about how you can build your property management business into a true powerhouse? Download our property management business plan. Download now

Calendar icon May 2, 2025

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Introducing Group Rate Internet from Second Nature

At Second Nature, we strive to deliver the best possible experience to residents and property managers alike. We’re always looking for new opportunities to help property managers provide better service, grow their businesses, and give residents homes they want to stay in. Now, with the introduction of Group Rate Internet, we’re able to deliver yet another benefit that residents want, while improving the experience for property managers. What is Group Rate Internet? Group Rate Internet is gigabit-speed˙ internet delivered directly to single-family rental homes, incorporated right into your lease. Thanks to the power of our network, Second Nature has negotiated group rates with some of the nation’s largest internet service providers, and we’re passing the savings on to you. Residents get high speed internet at a discounted rate below what they could get on their ownº, while property managers have a new way to grow their business. Why are we doing this? These days, internet service is a necessity. But until now the process has been time-consuming, frustrating, and expensive. Subscribers face complicated setup and cancellation processes, and when they need to reach customer support, they’re often left on hold. We wanted to bring a better experience to residents and modernize the way they receive internet service. Understanding the single-family market 98% of residents across the United States pay for internet service in their homes. But until now, they’ve struggled with inflexible contracts that don’t align with their lease terms, convoluted phone trees, and expensive hidden fees. Most single-family property managers haven't had the ability to negotiate better rates with ISPs, leaving residents to pay retail prices for essential services. That's where Second Nature comes in. By leveraging our nationwide network, we're able to secure group rate pricing that's lower than what's available on the market—giving property managers a new way to offer high-quality, affordable internet without the headaches of individual negotiations. Difficulties of scattered-site Internet coverage areas can be confusing. When you have properties in multiple areas, they may be serviced by different providers, making it even more difficult to negotiate a one-size-fits-all deal. That’s why Second Nature works with multiple major ISPs to provide maximum coverage, no matter how wide your management area is. Cutting costs and making life easier On average, customers typically pay $80-120 per month for gig-speed internet. Plus they get hit with fees for equipment, setup, early termination, and more. Now, with Second Nature, property managers can provide gig-speed internet, with no installation or cancellation fees, at a fraction of the price that residents are already paying. How does the program work? Like all of the pieces in our Resident Benefits Package, we’ve designed Group Rate Internet to be as easy as possible. From data exchanges to support, we fully manage the process so your teams don’t have any extra work. Integration with property accounting systems to check eligibility Second Nature starts by gathering property details directly from your property accounting system (PAS) to automatically confirm which ISPs serve each property. We confirm eligibility and pass that data back into your PAS, so it’s always available to you. Once a property is marked as eligible in the PAS, you’ll be able to include an internet service addendum in any future leases for that property. Billing operates directly through the PAS, with no extra tools or logins to keep track of. Integrated with the lease cycle When a resident signs a lease that contains the Group Rate Internet Lease Addendum, they’re enrolled into the program, and Second Nature works directly with them to complete setup. We’ll reach out directly to residents to make sure they know how to get set up. If necessary, they’ll schedule professional installation for equipment at a time that’s convenient for them. Because there’s no separate internet contract for the resident, there are also no setup, equipmentª, or cancellation fees, and no struggling to align their utility contract with their lease term. Internet is billed right alongside rent, so residents don’t have an extra monthly bill to manage. Dedicated support We all know the pain of waiting in a phone queue to try to solve a technical issue. That’s why Second Nature offers dedicated phone support for residents using Group Rate Internet. That way residents aren’t calling you for help or getting stuck in phone trees with their ISP. Residents call Second Nature directly, and if they need technical support from their ISP, we can make a warm handoff, making sure they’re on the line with a representative before our team leaves the call. No endless transfers from person to person. Easy transition at turnover When a lease is up and a resident decides to move out, Second Nature provides move-out information to residents. Depending on the ISP, the resident may not even have to return equipment. In most cases, it just stays with the unit, and service is turned off until the next resident moves in and a new lease starts. When a new resident moves in, one phone call is all they need to get their gig-speed service up and running. It’s a simple transition when someone else moves in, all managed by Second Nature. Get started Want to see how you can provide gig-speed internet to your residents? Schedule a demo with a member of our team to walk through Group Rate Internet. ˙ Compared to average nationwide gig speed price of $80-120/mo (source: USA Today) º Up to 1 Gig Internet speed, subject to availability. Internet Service powered by Second Nature is provided through Second Nature's preferred third-party Internet service providers. ª Residents may be subject to fees if equipment is damaged, lost, or stolen.

Calendar icon March 19, 2025

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