The tenant onboarding process is an opportunity for property management companies to establish positive expectations and create an excellent resident experience.
It’s one of the most opportune moments for resident education—to help them understand key responsibilities and the information they’ll need to take care of the home and their side of the lease, in tandem with investor and property manager responsibilities.
It’s also a detailed process with a number of different steps, many of which have traditionally involved cumbersome, manual processes.
Let’s look at some of the tools that alleviate these processes and identify some of the top performers on the market.
A note on language:
"Tenant onboarding” is a term used frequently in our industry. But at Second Nature, we’re trying to evolve away from 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 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 tenants “residents.” Like you, we think of them as people first – making your property their home.
For the past two decades, “tenant onboarding software” hasn’t been a single category of software applications, mainly because no single rental property management software has covered all the items on a property manager’s tenant onboarding checklist.
Instead, PMCs have typically used disparate software tools to solve different pain points during the onboarding process. They’d often need a different tool to solve each of these pain points:
Filling out paper applications, manually processing documents, and chasing signatures can eat up valuable time that your team could spend on more strategic activities.
Back-and-forth messaging, calls, and emails regarding lease agreement details and payments are inefficient and can lead to misunderstandings.
Physical documents and outdated software systems pose a risk of data insecurity or breaches.
Accurately tracking onboarding tasks like key handovers, utility activations, or maintenance checks can be difficult without proper tools.
Uncertainty about application status or lease details can be frustrating for new residents.
Resident onboarding software tools alleviate challenges like these by offering features that provide a smoother experience for everyone involved, saving time, reducing errors, and fostering better communication.
There are several attributes that you should expect to find in tenant onboarding software tools, regardless of the specific platform or category. Here are some of the most important features:
Clear instructions and intuitive functionality should enable property managers, prospective tenants, and approved residents to use the software easily. A difficult user experience will lead to lower adoption, threatening your processes and the investment you’ve made in tooling.
In today's mobile-first world, the ability to complete online applications, payments, or maintenance requests via smartphone or tablet is crucial.
The software should ensure that all personally identifiable information (PII) from applicants and residents is stored securely with encryption and suitable access controls.
Features like automated application processing can significantly streamline the onboarding process.
The ability to integrate with other onboarding tools, property accounting software, or background check/tenant screening services in real time can create a more unified workflow.
Related: Tenant Screening Checklist: Free Template and Form Example
Property managers should be able to generate performance and financial reports on rental application trends, rent collection rates, or tenant feedback to gain valuable insights.
The onboarding software provider should offer comprehensive resources to support property managers in their usage of the software. This may include tutorials, webinars, or dedicated customer support representatives.
From the initial applicant screening stages through to move-in and the tenancy period, we’ll take a look at each step of the tenant onboarding process and popular tools in each category.
Property managers often use tenant screening services such as Plaid, Finicity, Pinwheel, and others to conduct background and credit screenings. These tools replace manual document upload and review because applicants put their information directly into the app.
Property management software solutions like AppFolio, Rentvine, and Buildium include features for lease creation, storage, and e-signing within their suites, delivering everything you need for your full leasing process.
Platforms such as DocuSign, PandaDoc, and Dropbox Sign enable property managers to then send lease agreements electronically for secure online signatures. Pay attention to the differing pricing models between these platforms, as they can vary substantially.
For rent collection, PMs typically require certified funds and will accept ACH/debit, or leverage a service like PayNearMe, where residents can pay cash at a local Walmart or convenience store location, which is then electronically deposited into the property manager’s account.
Rent payment processing is typically handled by property management accounting software, although third-party tools like Zego are used in the SFH space.
In addition, tools like EliseAI (a chatbot-type tool for processes like leasing) are innovating in this space.
Platforms like AppFolio, Buildium, Propertyware, or Rent Manager provide a central resident portal to access lease documents, pay rent, submit maintenance requests, and communicate with property managers.
For task management, tools like LeadSimple, Aptly, or Monday.com can be used by property managers to track and assign move-in tasks, ensuring a smooth transition for new residents.
For instance, the onboarding process may include tasks such as orientation calls or enrollment of the resident into ancillary products and services such as Second Nature’s Resident Benefits Package (RBP). Second Nature also includes a move-in concierge as part of its RBP.
Tools like Grade.us, opiniion, and Birdeye can be used to gather feedback from residents after move-in, helping property managers identify areas for improvement.
The specific tools you use will depend on your requirements and processes. However, by and large, any of them can be used to transform the tenant onboarding process from a paper-heavy slog into an efficient digital experience.
In 2025, Second Nature introduced the industry’s first Resident Experience Platform (RXP), going beyond just Resident Benefits Packages and adding an all-new Resident Onboarding offering. Now, property managers can provide streamlined personalization for approved residents through the move-in process.
Not only does RXP provide step-by-step guidance for new residents that helps them better understand their lease obligations. It also gives you the power to offer choice and personalization of their individual resident benefits. For example, if you provide Air Filter Delivery in your RBP, some residents might want to upgrade to a higher grade filter because of pet dander, allergies, or asthma. Since introducing RXP, we’ve seen 25% of residents opt to upgrade at least one benefit.
And if you’re an AppFolio customer, you can use Resident Onboarding Lift, which integrates directly into your AppFolio instance. You can build and send leases in Resident Onboarding Lift, all without leaving the AppFolio experience you know and love.
Remember, the onboarding process is the ideal mechanism for enhancing communication, establishing expectations, and creating a positive tenant experience.
Our top recommendation for ensuring a world-class onboarding and resident experience is to leverage the Resident Experience Platform, pairing a Resident Benefits Package with Resident Onboarding.
What is a tenant onboarding checklist? A tenant onboarding checklist covers essential tasks from application to move-in: screening applicants, signing leases, collecting rent payments, coordinating key handoff, setting up utilities, and enrolling residents in benefit programs. It ensures nothing falls through the cracks during the transition.
How does tenant onboarding software handle rent payments? Most platforms integrate with payment processors to accept ACH transfers, debit cards, and certified funds. Some services like PayNearMe allow cash payments at retail locations, which appear digitally on the property manager's end for streamlined tracking.
What makes a good leasing process with onboarding software? A strong leasing process automates rental applications, conducts background checks, sends electronic lease agreements for e-signatures, and tracks each applicant's status in real time. This eliminates manual paperwork and reduces approval time from days to hours.
Can tenant onboarding software improve tenant satisfaction? Yes. Clear communication, transparent processes, mobile-friendly portals, and quick response times create positive first impressions. When new tenants can easily submit documents, pay deposits, and access lease information, satisfaction increases significantly.
What should property managers look for in rental application features? Look for online applications with identity verification, automated screening integration, document upload capabilities, and real-time status tracking. Mobile accessibility is essential since most prospective tenants apply from their phones.
How does onboarding software ensure compliance? The software maintains audit trails, stores documents securely with encryption, standardizes processes across properties, and updates automatically when regulations change. This reduces legal risks and ensures consistent fair housing practices.
Does a repeatable process really matter for tenant experience? Absolutely. A consistent, repeatable process means every new tenant receives the same high-quality experience regardless of which property manager handles their onboarding. This builds trust and sets clear expectations from day one.