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Moving into a new place can be both an exciting and overwhelming experience. Whether you’re a student transitioning to a dorm, a young professional relocating for work, or a family upgrading to a bigger home, the move-in process comes with its own set of challenges.
To help ease this transition, we’ve gathered insights from our resident experience surveys over the past 12 months and compiled feedback on improving the move-in experience. From that, five themes emerged. These themes highlight the areas where property management professionals can focus their efforts to create a smoother, more welcoming move-in day for everyone involved.
In this blog, we’ll explore five impactful ways to improve the new resident experience.
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- Ensure Apartment Cleanliness
- Prioritize Timely Maintenance and Repairs
- Communicate Before and During Move-In
- Inspect the Condition of Common Areas
- Check Parking Availability
1. Ensure Apartment Cleanliness
Move-in day is an exciting (and stressful!) time for a resident. However, if you’re not paying attention to the things that matter most to residents — a clean apartment — it’s also a surefire way to leave a lasting, negative impression.
A common complaint among new residents is the state of cleanliness they find in their apartments upon move-in. New residents have expressed concerns about having to undertake significant cleaning themselves or encountering pest issues, such as cockroaches and ants, upon moving in.
Ensuring the apartment is spotless before a new resident arrives can significantly improve the overall experience. A clean, pest-free environment not only sets a positive tone but also alleviates the stress associated with moving. Proactively addressing these concerns demonstrates a commitment to resident satisfaction and can lead to higher retention rates and more favorable reviews.
2. Prioritize Timely Maintenance and Repairs
But it’s not just about having a clean apartment. In fact, nothing makes a resident more frustrated than immediately needing repairs in their new home, turning their move-in excitement into a stressful ordeal when repair requests are met with slow response times or, worse, no response at all. Unfortunately, stories abound of residents moving into their new apartment homes only to find that essential fixtures like plumbing, electrical systems, or heating are not functioning correctly.
Many new residents have voiced their frustration over delays in getting things fixed or the lack of follow-up from the maintenance team. Multifamily organizations must improve the resident experience through timely maintenance and repairs, especially for issues identified during the initial move-in period.
To enhance the overall move-in experience, property management teams must prioritize and streamline their maintenance processes. Timely repairs not only impact individual resident satisfaction but also reflect an overall commitment to maintaining a quality living experience for everyone at the property. Building a responsive and efficient maintenance team can make a world of difference, transforming a potentially frustrating experience into a smooth and welcoming transition for new residents.
3. Communicate Before and During Move-In
A resident’s move-in experience is significantly impacted by the onsite team’s communication — or lack thereof. Clear and proactive communication can set the tone for a positive relationship with new residents. Onsite teams should always respond promptly to calls and emails, providing timely information and clarifying questions.
Setting clear expectations regarding the move-in process, required documentation, and available amenities helps to alleviate stress and confusion. During move-in, keeping residents informed about any updates or changes ensures a smoother transition. Ultimately, better communication fosters trust and satisfaction, making new residents feel welcomed and valued.
4. Inspect the Condition of Common Areas
While the apartment itself is important, the overall living environment of the community also plays a significant role in a resident’s move-in experience. One of the key themes from the feedback we’ve received related to improving the move-in experience is the condition of common areas, such as hallways, stairwells, and amenities. Residents have suggested that more frequent cleaning and pressure washing could significantly enhance the overall cleanliness of these shared spaces.
By prioritizing the upkeep of common areas, you ensure a more welcoming and pleasant environment for everyone moving into your community. Paying attention to the common areas not only improves the first impression but also contributes to long-term resident satisfaction.
5. Check Parking Availability
And lastly, parking availability and assignment remain a recurring theme related to the resident experience during move-in. Many residents suggested that assigned or reserved parking would help ensure that spots were readily available near their respective buildings.
Having convenient and available parking for residents during move-in and after, would not only reduce the stress and inconvenience of searching for parking but also enhance overall satisfaction. Additionally, better enforcement against unauthorized parking was highlighted as a crucial step to maintaining order and fairness, ensuring all residents experience equal access to their designated spots.
Create Lasting Impressions to Improve Resident Satisfaction and Retention
By addressing these five important areas of concern, property managers can make moving a much more pleasant experience for new residents. A clean apartment, quick repairs, clear communication, clean hallways, and enough parking spots can make a big difference. These simple steps will make new residents feel happy and welcome, and when that’s the case, it increases the chances they’ll stick around and tell their friends!
Want to learn more ways you can enhance the move-in experience for new residents? Watch our recorded webinar where we dive into the psychology of first impressions and key data linking move-in satisfaction to long-term resident loyalty.
