Originally published: Aug 17, 2022. Last updated: Oct 16, 2026.
Keeping a good resident is far cheaper than finding a new one. Replacing a single resident costs multifamily operators nearly $4,000 per turn once vacancy loss, make-ready work, marketing, leasing, and onboarding are added up, according to the 2026 Resident Experience Management Report from Zego. And the math is getting worse: average resident retention fell from a 2024 peak of 60 percent to 57 percent in 2026, and on a 5,000-unit portfolio that three-point drop adds roughly 150 turns a year, or about $600,000 more in annual turnover cost.
The good news is that most of what drives renewals is within a landlord or property manager’s control. Below are nine tactics that consistently improve the tenant experience during the lease, each backed by current resident data.
1. Fix Maintenance Response Times First
Maintenance is the second-most-common controllable reason residents do not renew, right after rent pricing. Yet there is a wide gap between what residents expect and what managers plan for: only 11 percent of renters want same-day resolution, but just 7 percent of managers aim for it, and while 44 percent of managers target a 3 to 5 day window, only 29 percent of residents find that acceptable. Nearly 9 in 10 renters rate maintenance status updates as important or extremely important, per Zego.
Set a clear internal standard. In a 2024 survey of 7,625 build-to-rent residents, 98 percent said timely maintenance response is important, 84 percent said on-site maintenance influences rental decisions, and 49 percent expect urgent issues to be acknowledged within one hour, according to the New Home Trends Institute and JBREC. Publish your response-time targets, track them, and send status updates even when the fix is waiting on a part.
2. Communicate Proactively, Not Just Reactively
Residents judge communication by what you tell them before they have to ask: planned maintenance windows, seasonal reminders, policy changes, and community news. A monthly email or portal announcement takes minutes and prevents the two most common complaints, silence and surprises. Make sure residents know how to reach the office and what to expect for reply times.
3. Offer an Online Portal and Digital Payments
Digital convenience is now a baseline expectation, especially for younger renters. In AppFolio’s 2024 Renter Preferences Report, 81 percent of Gen Z and 77 percent of millennials rated an online resident portal or mobile app as important, compared with 52 percent of boomers, and 90 percent of Gen Z and 87 percent of millennials said online payment options are important or very important, as summarized by Multifamily Executive. Rent payments, maintenance requests, lease documents, and community notices should all live in one place residents can reach from a phone.
4. Add Smart Home Features Renters Actually Want
Smart technology has moved from luxury to expectation. A May 2025 SmartRent and Morning Consult survey of 939 U.S. renters found networked security cameras rated important by 69 percent, smart door locks or keyless access by 58 percent, and smart thermostats by 56 percent. Among renters aged 18 to 29, 72 percent wanted security cameras and 68 percent said they would consider relocating for the right tech. Start with keyless entry and smart thermostats, which also cut energy costs, a topic covered in our guide to heating systems for apartments.
5. Run a Renewal Cadence, Not a Renewal Panic
The best renewal program starts months before the lease ends. Buildium recommends this cadence: an informal temperature check 120 days before lease end, before residents start shopping competitors; formal renewal options with a term and rent menu at 90 days; locked terms or listing preparation at 60 days; and completed paperwork by 30 days. Add a short 3 to 5 question satisfaction survey mid-lease, around months 4 to 6, to catch dissatisfaction while there is still time to fix it.
6. Consider a Rent Rewards Program
Rewards programs turn a monthly obligation into something residents feel they get value from. According to Zego, 47 percent of renters say a rewards program adds significant value to the rent they pay, and 31 percent say they would be much more likely to renew if their community offered one. Points for on-time payments, referrals, and community participation cost far less than a single turnover.
7. Build Community on Purpose
Residents who know their neighbors renew more often. Low-cost community touches, seasonal events, a resident social channel, welcome gatherings for new move-ins, and partnerships with local businesses, create attachment that rent discounts cannot buy. Even small gestures like holiday treats or a community cleanup day signal that management is invested.
8. Make Move-In Memorable
The first week sets the tone for the whole lease. A clean, fully functioning unit on day one is non-negotiable, but go further: a welcome packet with local essentials, a working walkthrough of the portal and smart devices, and a check-in call within the first two weeks. Problems caught in week one are annoyances; the same problems discovered in month three feel like neglect.
9. Close the Loop on Feedback
Collecting feedback without acting on it is worse than not asking. When the mid-lease survey flags an issue, fix it and tell the resident what changed. Share community-wide improvements in the monthly update so every resident sees that feedback leads to action. That visible loop is what turns a satisfied resident into a renewing one, and renewing residents into referrals.
The economics are clear: with turnover costs up 17.5 percent year over year per NAA Income/Expense IQ data reported by Baselane, every retained resident is worth close to $4,000. Invest a fraction of that in experience and the renewals follow.
For a broader view of how resident expectations fit into service strategy, see our guide on developing an effective customer experience strategy, and for properties serving residents with disabilities, review the accessibility requirements for apartments.
Frequently Asked Questions
How much does it cost to replace a tenant in 2026?
Replacing a single resident costs multifamily operators nearly $4,000 per turn, including vacancy loss, make-ready work, marketing, leasing, and onboarding, according to Zego’s 2026 Resident Experience Management Report. Turnover costs jumped 17.5 percent year over year in NAA’s Income and Expense IQ data.
What is the biggest controllable reason tenants do not renew?
After rent pricing, maintenance is the most common controllable non-renewal reason. Only 11 percent of renters want same-day resolution, yet just 7 percent of managers aim for it, and 89 percent of renters rate maintenance status updates as important or extremely important.
When should landlords start the renewal conversation?
Start with an informal temperature check 120 days before lease end, present formal renewal options with a term and rent menu at 90 days, lock terms or begin listing preparation at 60 days, and complete paperwork by 30 days, per Buildium’s recommended cadence.
Do renters really want smart home technology?
Yes. A 2025 SmartRent and Morning Consult survey found 69 percent of renters rate networked security cameras as important, 58 percent want smart door locks or keyless access, and 56 percent want smart thermostats. Among renters aged 18 to 29, 68 percent said they would consider relocating for the right technology.
Are online portals and digital payments still differentiators?
They are baseline expectations for younger renters. AppFolio’s 2024 research found 81 percent of Gen Z and 77 percent of millennials rate an online resident portal or mobile app as important, and 90 percent of Gen Z say online payment options are important or very important.
Do rent rewards programs actually improve retention?
They move the needle. Zego reports that 47 percent of renters say a rewards program adds significant value to the rent they pay, and 31 percent say they would be much more likely to renew if their community offered one.
