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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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Best rent payment platforms to simplify rent collection

Collecting rent is one of the most fundamental responsibilities for property managers, yet it remains a challenge for many PMs and investors. As protech advances, rent payment platforms have become an absolute necessity—rather than a nice-to-have—for professional property managers. Rent payment platforms are dedicated software tools that streamline the collection process, reduce late payments, and improve the resident experience. All of this saves your team valuable time that they’d other wise spend chasing down delinquencies, and gets distributions out to your investors sooner. In this article, we’ll cover what rent payment platforms are, why they’re so important, who benefits from them, and why Second Nature is a vital piece of the rent payment process. What are rent payment platforms? A rent payment platform is a digital system that enables residents to pay rent online securely and on time. Rent payment platforms are an essential part of a property management company’s tech stack. Payment platforms are important because of the multitude of benefits that they provide: Eliminate manual collection, paper checks, and trips to the bank Improve accuracy in accounting ledgers and balances, thanks to direct integration and automation Direct integration with property accounting systems mean that ledgers are updated as soon as payments are made, and that residents and instantly see their outstanding balances, so they always know where they stand Second Nature’s Resident Benefit Package (RBP) complements a rent payment platform by adding lease-enrolled benefits—like a renters insurance program, filter delivery, and Group Rate Internet—to the lease ledger. The RBP is set up directly in your property accounting software, adding a ledger item that links directly with your payment platform so that residents can pay for their benefits right alongside their rent, whether it’s collected monthly or you offer flexible rent payment options. Why rent payment platforms matter for investors and property managers The biggest benefit of rent payment platforms is that they decrease delinquencies, providing more financial stability for your company and your investors. On-time rent provides a more predictable cash flow for your business, allowing you to more confidently invest money in other areas, like technology improvements or staffing. An added benefit is that your team spends far less time on administrative tasks, opening checks from the mailbox, applying them to the appropriate ledgers, and either bringing them to the bank or depositing them one by one. They can then use that time on more strategic initiatives or building better relationships with investors. Automatic payment options and automated reminders help residents pay on time more reliably. Not only does that mean less time spend chasing down rent, it also makes evictions far less likely. Plus, the transparency and convenience of online payments drive higher resident satisfaction, retaining them longer and minimizing expensive turns and vacancies. In fact, according to AppFolio’s 2025 Renter Preferences Report, 88% of surveyed residents said online rent payments were an important when looking for a new rental. Who benefits from rent payment platforms? One of the best parts of rent payment platforms is that they perfectly fit into Second Nature’s Triple Win philosophy—they benefit residents, investors, and property managers alike. Residents get a convenient way to pay rent, often partnered with credit building programs that report their on time payments to credit bureaus. Investors don’t have to deal with delinquencies or delays in their owner distributions, and property managers save valuable time to reinvest in other parts of the business. Another great benefit is that rent collection platforms also benefit all kinds of housing, regardless of segment: Residential communities: Whether you’re managing single-family, multifamily, build-to-rent, or all of the above, residents want online payment options and your team wants to spend less time processing payments. Self-managing investors: If you’re a DIY investor seeking a simple, secure way to collect rent, a platform is the perfect solution. It also helps your residents get accustomed to modern management, so if you choose to hire a professional management company in the future, there will be less change management. Student housing: Younger renters especially are more likely to want modern, mobile-first tools to manage their resident experience. Plus, most payment platforms offer the option for third-party guarantors or co-signers to make payments, so if a student’s family is paying their rent, that’s easy to accommodate. What to look for in a rent payment platform provider There are a few key features that you should always look for in a modern payment platform. Let’s take a look: Security: Digital security and compliance with financial standards are vitally important. You’re handling sensitive bank account or credit card data, along with billing addresses and other personally identifying information (PII) so compliance is key. Transparent pricing: The solution provider you opt to go with should be clear and upfront about their payment and fee structures. Do they charge a flat monthly subscription? Are you billed by door or by transaction, or does the provider charge a percentage fee? How does the fee structure differ for ACH vs. credit card payments? These differences can really add up as you add more doors to your portfolio. Mobile accessibility: Modern residents want mobile-first solutions that can be quickly and easily automated. Giving residents the option to set up automatic payments so that they don’t have to think about paying rent on the first of each month. Integrations: Your payment platform should integrate directly with your property accounting solution. Manually syncing up data is error-prone, risky, and time-consuming. Proven success: Look for tools that have trusted reputations among the property management community and a reputation for reliability. Look for customer testimonials and check review sites for opinions of other property managers, as well as investors and residents where relevant. Why property managers and investors choose Second Nature to support rent payment outcomes Second Nature’s Resident Benefit Package is the perfect addition to a rent payment platform for multiple reasons. Whether you’re looking to directly integrate additional services with rent payments or you’re looking for new ways to drive on-time payments, we can help. Second Nature integrates directly with your rent payments so that residents can make one payment to cover their renters insurance, air filter delivery, identity protection services, and even their home internet. You no longer have to send additional bills for various services that you offer. Second Nature’s benefits also drive a direct reduction in delinquencies: Credit Building: Residents are more likely to pay rent on time when they know it’s boosting their credit. In fact, TransUnion found that 85% of residents said they were more likely to pay on time if they knew their payments would be reported. Resident Rewards: Incentivize on-time payments by giving your residents rewards points when they pay rent. They can then exchange those points for prizes, discounts, and gift cards. Identity Protection: When a resident’s information is compromised, they may lose access to their bank accounts, leaving them unable to pay on time. Our $1 million in identity protection makes sure that doesn’t happen. Second Nature customers have seen a 14% overall decrease in delinquencies thanks to our financial benefits for residents. Moreover, Second Nature works with portfolios of any size, and our success-based pricing ensures that we don’t charge you anything until benefits are actually delivered and you’re seeing results. Simplify rent collection with Second Nature If you want to make your rent collection more reliable and decrease delinquencies, connect with us about adding a Resident Benefits Package for your portfolio.

Calendar icon January 20, 2026

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Best Tenant Onboarding Software for Property Managers

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. What is tenant onboarding software? 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: Cumbersome, time-consuming paperwork Filling out paper applications, manually processing documents, and chasing signatures can eat up valuable time that your team could spend on more strategic activities. Communication challenges Back-and-forth messaging, calls, and emails regarding lease agreement details and payments are inefficient and can lead to misunderstandings. Data security concerns Physical documents and outdated software systems pose a risk of data insecurity or breaches. Process inefficiency risks Accurately tracking onboarding tasks like key handovers, utility activations, or maintenance checks can be difficult without proper tools. Lack of transparency 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. Key features expected of tenant onboarding software 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: User-friendly interface 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. Mobile accessibility In today's mobile-first world, the ability to complete online applications, payments, or maintenance requests via smartphone or tablet is crucial. Secure data management tools The software should ensure that all personally identifiable information (PII) from applicants and residents is stored securely with encryption and suitable access controls. Workflow automation Features like automated application processing can significantly streamline the onboarding process. Integration capabilities 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 Reporting and analytics 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. Customer support 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. Top Tools for Tenant Onboarding 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. 1. Applicant screening 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. 2. Lease management 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. 3. Rent collection and payment processing 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. 4. Move-in communication and coordination 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. 5. Feedback/reputation management tools 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. Personalization from approved to moved 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. Final thoughts 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. FAQ 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.

Calendar icon January 15, 2026

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5 Key Findings from Our Triple Win Impact Report

Second Nature recently released our first-ever Triple Win Impact Report, detailing how Second Nature’s Resident Benefits Package creates wins for residents, investors, and property managers alike. We dove deep into results from real Second Nature customers and collected research from some of the top voices in the property management industry to illustrate exactly how much time, money, and energy everyone can save when a fully-managed Resident Benefits Package is implemented properly. We’ve pulled a few of the key findings for you here, but we encourage you to download the full report and get the full picture on how you can save. 1. Residents can save nearly $50,000 through credit building Credit Building is one of the most important features of the Resident Benefits Package. It gives residents a huge incentive to pay their rent on time. In fact, according to TransUnion, 85% of residents said they would be more likely to pay rent on time if they knew it was being reported to credit bureaus. Beyond that, though, the impact of Credit Building on residents’ financial futures is staggering. On average, we’ve seen residents improve their credit scores by 64 points in the first year of enrollment. Since the average American renter has a credit score of 638, bumping that up to 702 can have incredible effects as on credit card debt, auto loans, and a future home mortgage. Let’s break it down. Credit card debt The average American has a credit card balance of $6,365. With a monthly payment of $150, credit score can make a big difference in how much of that payment is actually paying off debt and how much is just mitigating the interest charges. That 64 point credit score difference can mean $1,526 in savings and get the resident debt-free 10 months sooner. Auto loans Looking at the average 5-year car loan, interest rates make a tremendous difference. In fact, moving from a credit score of 638 to 702 can save a buyer $3,900 over the life of the loan. Future mortgage payments This is where the biggest savings kicks in. The median home price in the United States is now $423,000. If a first-time home buyer were to put down a 10% down payment, they’re left with a mortgage loan of about $380,000. Looking at average interest rates from Q4 of 2025, a 64 point credit score difference can mean big savings: up to $42,000 over the life of the mortgage. Added up, that’s nearly $50,000 in savings, all because their on-time rent payments were reported to credit bureaus. Residents can change their financial futures, all thanks to a simple program that’s included right in their lease. 2. Property managers save 99 minutes per lease In property management, free time is difficult (or impossible) to come by. That’s why an RBP is so valuable – it puts time back in the hands of your staff, empowering them to focus on value-adding activities, maintaining properties, and keeping residents happy and in place. Let’s take a look at how an RBP can deliver 99 minutes per lease back to your team: When a new resident moves into one of your properties, you’re likely to get emails and phone calls asking about utilities. Who’s my electricity provider? What internet service providers are available? Who do I call to set up gas and water? With Move-In Concierge, residents get these answers with one simple phone call to a third-party service, saving your team 15 minutes per lease. Pest issues one of the top complaints from residents. Preventative sprays are expensive and ineffective, and fielding resident calls for pest issues eats into your team’s productivity. With On-Demand Pest Control, residents reach out directly to a local service provider when they need treatment, and they schedule it themselves with no work from the property manager. That adds up to 36 minutes saved annually per lease. HVAC maintenance is consistently one of the top maintenance line items for property managers, but changing filters on time reduces HVAC work orders by 38% on average. That’s why Air Filter Delivery is so important—it serves as a physical reminder to residents that it’s time to change their filters. With fewer issues to coordinate, your team gets back 18 minutes per lease each year. Tracking, verifying, and managing resident renters insurance can be a huge headache. WIth our Renters Insurance Program, we automatically track resident insurance compliance and enroll them in our master policy if they don’t have their own compliant policy. That saves 30 minutes per lease, on average, that your team can spend doing more strategic work. 3. Investors see a 15% reduction in vacancy Nothing strains the property manager-investor relationship more than lengthy, difficult vacancies. They’re frustrated that they don’t have a rent check coming in, and you’re trying to do everything you can to get a resident in place quickly. Our On-Demand Pest Control program is key to keeping residents happy in your properties, driving a 15% reduction in pest-related turns, according to Pest Share. Plus, when there are pest issues present at turnover, you’ll see lower turn costs and faster time to leasing thanks to our quick, effective program. On top of that, Group Rate Internet delivers a service that residents want and are willing to pay for. NMHC and Grace Hill’s 2024 Renter Preferences Survey Report found that 90% of residents said high-speed internet access was a must-have. It was the third-most wanted amenity among the 172,000 surveyed renters, behind only air conditioning and in-unit laundry. An analysis of Second Nature’s Group Rate Internet customers found that the program is a big factor in what properties residents choose. On average, properties advertising Group Rate Internet leased 5 days faster than those without. That means 5 fewer days of vacancy, and a whole lot less tension with investors. 4. Residents see 10.6 hours of time savings per year Property managers aren’t the only ones saving time with an RBP. In fact, residents see a huge time savings thanks to a combination of Identity Protection, Move-In Concierge, Renters Insurance Program, and more. Let’s take a look: Move-In Concierge: Identifying, calling, and negotiating with utility providers is a headache. No one wants to wait on hold or navigate complicated phone trees. Plus, even when you get ahold of someone, you have to coordinate equipment installations, search for active coupons, and more. With Move-In Concierge, residents make a single phone call, saving them up to 3 hours. Renters Insurance Program: Shopping for insurance is complicated. You may have to submit to a background and credit check, call multiple providers, fill out detailed forms, compare rates, and then ultimately upload proof of coverage to your resident portal. With our Renters Insurance Program, residents can instantly opt into our master policy. It’s included in the leasing process, making it easy and efficient. Residents save an average of one hour as a result. Identity Protection: With one in three people now falling victim to identity theft and cybercrime, identity protection is incredibly valuable. With our program, our partner Aura automatically combs information leaks and data broker sites to request that residents’ data be removed. That can take up to 20 minutes per site, and there are hundreds out there. We’ve found that, on average, this saves residents 3.6 hours per year in proactive data protection efforts. Filter Delivery: Most residents in single-family rental homes are responsible for changing their filters, but only about 1 in 10 actually does so on time. With automatic deliveries, residents don’t have to research what quality filters to buy, figure out what size their HVAC system requires, and go find a hardware store that actually carries what they need. Instead, the filters simply arrive at the door when it’s time to change them. That saves residents about 2.5 hours per year in research and shopping time. On-Demand Pest Control: The traditional method of submitting maintenance requests every time there’s a pest issue is outdated. It’s inefficient, causes headaches for everyone, and allows pest issues to escalate while you figure out who’s actually responsible. If it’s the resident, they’re spending valuable time searching for vendors, researching treatments, and coordinating follow-ups. With our on-demand program, residents are connected with a local vendor automatically and schedule treatment directly, saving them 30 minutes per year, on average. 5. Air Filter Delivery drives $177.84 in savings… and climbing Clean air filters increase the efficiency of HVAC systems. Not only does that reduce expensive maintenance and prolong the life of the system, it also saves on energy bills. Whether electricity is included in the lease or paid for by the resident, those savings are important. Our comprehensive study of HVAC systems found that changing filters regularly delivered $177.84 in electricity savings per year. Since the average single-family resident stays for about 40 months, that means a savings of $592.80 over their full tenure. Importantly, that number is only going up. Energy demand in the United States continues to climb, in large part due to the increased consumption of AI datacenters across the country. In fact, electricity prices have increased by about a third since 2022. That makes on-time filter changes and HVAC efficiency even more valuable for everyone involved. Get the full report today These highlights only scratch the surface of our 2026 Triple Win Impact Report. To see the full scope of financial and time savings for residents, investors, and property managers, download the free report today.

Calendar icon January 13, 2026

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Resident Benefits Package: What it is and how to roll it out

What is a Resident Benefits Package? A Resident Benefits Package (RBP) is a selection of services provided by property managers to residents of rental properties. Sometimes referred to as a “tenant benefits package,” these benefits are usually included in the lease agreement and are designed to make residents’ lives easier by meeting their wants and needs. Some examples of these services could include filter delivery, credit building, and 24/7 maintenance. At Second Nature, we pioneered the only fully managed resident benefits package. If you’re ready to get started, you can start building your own Resident Benefits Package today! Note: We chose the term “resident” because the “tenant benefit package” sounded too impersonal for the value we’re driving. At Second Nature, we think of residents as the focus of the rental experience, and using the term “resident” emphasizes the human aspect of property management. What are the benefits of a Resident Benefits Package? The resident benefits package adds value to residents by anticipating their needs and providing them with services that make life easier and better. It adds value to investors by preventing maintenance requests, vacancy, and delinquency. And, of course, it adds value to property managers because it differentiates them from the competition. Let’s take a deeper look at how the RBP creates a triple win – for residents, for investors, and for you, the property manager. 1. Attracting and retaining residents through better experiences Offering a comprehensive benefits package can make a property more appealing to potential residents. By providing desirable perks such as exclusive discounts, concierge services, or access to credit reporting and other financial benefits, the property management company can attract a larger pool of prospective residents and increase occupancy rates. Retaining residents is also crucial for profitability, as turnover costs can be significant. A benefits package can enhance resident satisfaction and loyalty, reducing turnover and associated expenses. 2. Higher rental rates for higher value A well-curated resident benefit package makes properties more valuable. When residents perceive additional value in the form of amenities, services, or discounts, they are often willing to pay more for their living experience. This allows the property management company to command premium prices for their units, leading to increased revenue and improved profitability. 3. Differentiation and competitive advantage In a crowded real estate market, a distinct resident benefits package can set a property apart from competitors. It becomes a unique selling proposition that highlights the property management company's commitment to providing an exceptional living experience. By offering a package that exceeds what other properties in the area provide, the company gains a competitive advantage and attracts residents who value the added benefits. 4. Ancillary revenue opportunities A Resident Benefits Package can create opportunities for generating additional revenue streams tied to specific benefits in the package. Resident benefit fee: Understanding pricing and value Most resident benefits packages cost between $20 and $100, which is often included in the lease and added as a monthly fee for the resident. Prices vary depending on a few key factors, chief among them being the mix of benefits selected by the property manager and the market they’re operating in. What does a Resident Benefits Package include? Here’s what the Second Nature Resident Benefit Package includes. Filter delivery service Air filter delivery was the first service Second Nature offered to scattered-site and single-family property managers. It is a cornerstone of the RBP, and over 1 million residents have shown that a physical, tangible product is key to their ongoing perception of value. One of the most common causes of HVAC maintenance requests is a failure to change the home’s air filters on time. In fact, changing filters on time can drive a 38% reduction in HVAC-related work orders! Air filter delivery from Second Nature solves the problem by delivering the correct-sized high-quality HVAC filters directly to each home’s front door on a predetermined schedule. The delivery serves as a reminder for the resident to change the filter, and voila – problem solved. The resident breathes clean air, the PM has fewer HVAC tickets to deal with, and the investor has their asset protected. That’s a triple win. Our message to residents: “Changing filters is as easy as opening the front door.” Phil Owen, founder of OnSight PROS, says of the delivery system: “Last year OnSight PROS performed third-party property condition reports at almost 18k single-family rental properties on behalf of property managers. The number of filters that we have to replace or mark as ‘needs attention’ becomes almost zero when a PM implements the Second Nature program. I cannot imagine how a property manager could justify not protecting their landlords with this program. The difference between those using the program and those who simply hope that their tenants go to the store to purchase and install a new filter is staggering.” $1 million identity protection One in three Americans will be victims of identity theft. In 2021, digital theft incidence surpassed home burglary incidents for the first time, and today, digital crime accounts for eight times more losses than home burglary, according to the FBI. With identity protection as part of your RBP, every adult on the lease automatically gets the peace of mind you can expect from professional-level identity protection. Backed by AIG and monitored through IBM’s Watson, Aura Identity Guard works proactively on behalf of the resident to identify fraudulent use of their identity and alert them. In the event of an actual identity theft case, the resident receives a dedicated case manager and is covered up to $1,000,000 for most resulting damages. This protects the resident's ability to pay rent, which makes it a win for the investor. And it keeps property managers out of the middle of another difficult situation. Related: How to Help Residents Use Their Identity Protection Services During a Data Breach Credit Building With RBP’s credit building service, on-time rental payments improve the credit score of your residents. It may seem crazy that people are building credit by paying for Netflix and other small subscriptions, but not their largest monthly payment... rent! But that's the truth for most residents. We asked, how is it even possible that someone's largest monthly expense is the only one they aren't getting credit or rewards for? This credit reporting program reports positive-impact, on-time rent payments automatically to all three credit bureaus, helping residents build their credit simply for paying their rent on time. Residents also get an immediate boost with 24 months of back reporting included. On average, we’ve seen residents improve their scores by 64 points in the first year of enrollment, as outlined in our 2026 Triple Win Impact Report.This can have a tremendous impact on interest rates when it comes to credit cards, auto loans, and future mortgages, incentivizing residents to get rent in on time and helping set them up for home buying in the future. The property manager and the investor both reap the benefit of the extra incentive to get rent on time, and the resident gets to see their credit score rise as a result of something they have to do anyway. It’s a big-time triple win here. Resident rewards program Rental rewards are a favorite among residents, and serve as another powerful and positive incentive for on-time rent payments. Rental rewards programs deliver automatic benefits at move-in. Then, residents can unlock even more rewards by paying rent on the day it's due. With Second Nature, all on-time payment tracking is done through the app. Like other services in your RBP, it’s managed for you. Residents can save up their rewards points and then cash in for things like: $30 gift card for national and local brands $25 restaurant card $40 rewards cash on rent day each month rent is paid on time And more The value of rewards is covered in the cost of the RBP, so the property manager isn’t seeing any additional liabilities. PMs and investors see an increase in on-time rent payments, and the resident now sees rent day as rewards day. Another triple win. Move-in Concierge Setting up utilities can be a massive headache for a new resident. Residents aren’t sure who to call for utilities and home services like electricity and TV for their new address. Moreover, researching discounts, promotions, and coupons takes more time. Typically, the process is clunky, with lots of friction that gets in the way of it getting 100% done. It’s no surprise that the 2025 AppFolio Renter Preferences Report found that most residents name setting up utilities as the biggest challenge when moving into a new home. Move-in Concierge changes all of that for professional property managers. In one phone call, residents find out what their best options are and can even get help simplifying setup. An experienced concierge confidently guides multiple people every day to properly set up their utilities. Renters Insurance Program Nearly all property managers require a renters insurance policy in their lease agreements. As part of our RBP, Second Nature offers price-competitive insurance coverage options through a Renters Insurance Program that property managers can apply to all their residents, locked in with one group rate. Residents who have their own renters insurance can still use it, but that policy is tracked for you by Second Nature. If a resident cancels or fails to renew their own policy, they’re automatically enrolled in our master policy. No more frustrating insurance tracking for you, quality asset coverage for the investor, and immediate and comprehensive liability coverage for the resident – another triple win you can create with your Resident Benefits Package. Pest control services Pest problems are some of the most common complaints that property managers receive, and they can have devastating financial impacts for investors. With on-demand pest control services, residents contact a pest control company directly when there's an issue, and schedule a time for a treatment. Because there’s no cost to residents for up to four treatments per year, they won’t put off crucial services for fear of getting hit with a bill. No more nasty surprises at move-out, no more calls to your office, and no expensive preventative spraying that costs you a fortune. Group Rate Internet 98% of residents in the United States already pay for internet service. With Group Rate Internet, you can provide gigabit-speed internet to all of your single-family rentals at below market price. By negotiating a group rate with multiple internet service providers, Second Nature can get your properties connected even if they're spread out over a large area. Your residents pay for internet service right alongside their rent, so they don't have to juggle an extra monthly bill, and you get a new way to grow your business. Additional benefits At Second Nature, we help property managers deliver all their services to residents. If you’re already offering perks and are ready to level up to a Resident Benefits Package, we can help you bundle the above benefits with other services. We’ve worked with PMs to bundle in their existing property management services, including: 24/7 maintenance coordination: A huge benefit to residents and PMs is a service that provides after-hours support without dragging the property manager out of bed. This type of program makes reporting pesky maintenance issues easy and fast for the resident. It also helps prioritize emergency maintenance. Online portal: With a simplified online resident portal, residents can access all of their documents, messages, and more through an app. Residents can also pay rent and receive reminders to pay rent online. Home buying assistance: For residents who are building up toward home ownership, some PMs offer assistance in building credit and savings. We help them get there. Vetted vendor network: A vetted network ensures that vendors who service your properties are screened to exceed your standards for insurance, licensing, and professionalism on the job. Property managers, residents, and investors can rest easy knowing that they have the best vendors working on their assets. Washer/dryer rental: Some properties may have these appliances installed, or residents may come with their own, but we’ve seen the impact on prospective applicants choosing homes due to the convenience of having the washer/dryer available. Security deposit alternatives: Security deposit alternatives come in different packages, but all serve to provide residents ways to be financially liable for damages without having to pay a significant lump sum upfront. Pure insurance, surety bonds, and ACH authorization programs are all versions of deposit alternatives that seek to lower the barriers to rental, which in turn keeps days-on-market low and turnover costs down. When implementing a full-service, fully managed Resident Benefits Package, you don’t have to lose the benefits you already offer. A great service can integrate all of these benefits together – delivering more impact to residents, investors, and property managers. Resident Benefits Package ROI: How much revenue per unit? The amount of ROI on a Resident Benefits Package will vary depending on the property class, market, and number and type of services offered. Generally speaking, Resident Benefits Packages are often in the $25-75/mo range for residents, but could be more or less. It depends primarily on the amount and type of products and services. A Resident Benefits Package gives residents the kind of incredible experience that they will pay and stay for. Of course, keeping residents happy can reduce turnover and lead to lower costs and higher ROI for you and your investors. According to Eric Wetherington, VP of Strategic Initiatives at PURE Property Management, “Revenue is all about providing a service. The younger generations we’re dealing with in property management – they want convenience, they want experiences, and they want things to be simple, and they’re willing to pay to have things taken care of for them.” Today, property managers can typically generate revenue in two key ways: Increasing services to improve resident retention Decreasing costs by increasing efficiency A Resident Benefits Package can help to accomplish both. Routine filter delivery cuts down on HVAC and maintenance costs. A move-in concierge helps cut down time and cost as residents get settled in their new home. Credit building services keep residents invested in paying on time, sending online payments, and delivering incredible value. The list goes on. A resident benefits program creates a huge win for you as a property manager, and your investor, by driving higher ROI over time. How property managers can implement a Resident Benefits Package If a Resident Benefits Package is new to your company, you may wonder how best to implement it. Should you roll out a resident benefits package as part of your base service – ensuring the maximum benefits for your investor – or allow residents to opt in or out? We do recommend including an RBP as a part of the base package for all residents. Offering optional RBPs creates potential for headache, and the theoretical benefits almost never materialize. It’s important to look at the value that a resident benefits package brings to the investor and the resident, not just you as the property manager. At Second Nature, we’ve seen incredibly low pushback from residents when an RBP was introduced. After all, it’s designed to benefit residents, and most are delighted to have the extra level of service. How a Resident Benefits Package helps property managers reduce costs Implementing a comprehensive Resident Benefits Package can provide property managers with opportunities to reduce costs and increase operational efficiency. In fact, property managers save an average of 99 minutes per lease, thanks to the fully-managed nature of our RBP. Here’s a breakdown of some of the other ways PMs can benefit: By including air filter delivery as part of the package, property managers can ensure that residents have regular access to clean air filters, reducing the need for costly maintenance and repairs caused by poor air quality. Offering identity protection and credit-building services can help mitigate the financial risks associated with identity theft and delinquent payments, potentially reducing costs related to collections and legal procedures. They also improve tenant retention and encourage on-time payments. Including a resident rewards program can also incentivize desirable behaviors such as timely rent payments or positive referrals, fostering resident satisfaction and reducing turnover costs. By implementing a fully-managed renter's insurance program, property managers can offload potential liability and property damage expenses, minimizing their own financial risks. A move-in concierge service can streamline the onboarding process for new residents, reducing administrative costs and improving operational efficiency. By providing these benefits, property managers can improve resident satisfaction scores and retention, ultimately reducing expenses associated with turnover, repairs, and legal issues. Common mistakes to avoid when implementing a Resident Benefits Package In our experience helping property managers implement RBPs, we’ve heard our share of concerns (or even horror stories) from PMs who had bad implementations with other products. Here are some of the most common mistakes in RBP implementations – and how to avoid them! 1. Overpromising and underdelivering Property managers may advertise extravagant benefits that they cannot consistently provide or fulfill, leading to disappointment and resident or investor dissatisfaction. Property managers should accurately represent the benefits package, ensuring that the offered perks are realistically achievable and consistently provided to residents. 2. Lack of communication Failing to effectively communicate the details and availability of the benefits package to residents can result in confusion and missed opportunities for using the offered perks. Property managers should be crystal clear on the details and enrollment process for benefits, and should use multiple channels, like newsletters and online resident portals. 3. Inadequate research and selection Property managers may choose benefits that do not align with the residents' preferences or needs, leading to a lack of interest and underutilization of the package. Property managers should conduct thorough market research and engage with residents to understand their preferences and needs, ensuring that the benefits selected align with their expectations. 4. Failure to evaluate cost-effectiveness Neglecting to assess the costs and benefits of the package can result in offering benefits that are financially unsustainable or fail to provide a satisfactory return on investment. Property managers should regularly assess the costs and benefits of the package, considering factors such as resident utilization, return on investment, and overall financial sustainability to make informed adjustments as needed. 5. Lack of flexibility and adaptability Not regularly reviewing and updating the benefits package based on resident feedback and changing market trends can make it less competitive and less appealing over time. Property managers should actively seek resident feedback, monitor market trends, and periodically review and update the benefits package to ensure it remains competitive and relevant to residents' changing needs. 6. Insufficient staff training Failing to train property management staff on the benefits package and its administration can lead to ineffective communication, missed opportunities, and difficulty addressing resident inquiries or issues. Property managers should provide comprehensive training to their staff on the benefits package, including its features, administration processes, and effective communication strategies, enabling them to effectively support and engage with residents. 7. Neglecting legal and regulatory considerations Property managers must ensure that the benefits package complies with all relevant laws and regulations, such as data protection requirements or fair housing laws, to avoid legal repercussions. Property managers should consult legal experts or advisors to ensure that the benefits package complies with all applicable laws and regulations, protecting both the company and residents. 8. Ineffective marketing and promotion Inadequate marketing efforts to promote the benefits package can result in low resident awareness and limited participation, reducing the overall effectiveness of the package. Property managers should develop a strategic marketing plan that utilizes various channels to promote the benefits package, highlighting its value proposition and actively engaging residents in participating and utilizing the offered perks. 9. Lack of coordination with vendors Failing to establish clear communication and expectations with vendors offering benefits can lead to subpar service delivery, difficulty resolving issues, or missed opportunities for cost savings. Property managers should establish clear expectations, contracts, and regular communication channels with vendors offering benefits, ensuring a seamless and satisfactory service delivery process for residents and promptly resolving any issues that may arise. This is a lot to keep in mind, and avoiding these mistakes might feel like it will cost too much or simply take too much work. But that’s why opting for a fully managed RBP is a solution so many PMCs are turning to. You can rely on your partner to manage all aspects of your RBP, and ensure it's delivering on its promises to your residents. The best RBP providers go above and beyond, even providing resident-facing materials that can help you drive adoption, increase understanding, and minimize questions from residents. Activating your Resident Benefits Package through resident onboarding Getting residents enrolled in your RBP might seem like a daunting task, but Second Nature makes it easy with our new Resident Onboarding solution. When combined with your RBP, it creates a true Resident Experience Platform, allowing residents to better understand the benefits available to them. You can even offer customization based on the property type, location, and more. For example, you might offer higher grade air filters as an upgrade in case some of your residents have pets, asthma, or other respiratory factors. In fact, we’ve already seen 25% of residents opting to upgrade at least one benefit when given the option. That means your residents are getting benefits that are better suited to them, and it drives a little bit of extra revenue for you. Plus, when residents better understand their options and obligations, you see higher lease compliance and fewer violations. How 2,500+ property managers create triple wins with a Resident Benefits Package Rolling out a Resident Benefits Package is a powerful way for property managers to create a triple win – for residents, investors, and themselves. An RBP like Second Nature’s is designed to be simple to use and easy to implement. All the included services are managed externally by Second Nature, meaning there is no day-to-day upkeep required from the PM. You plug it in and Second Nature keeps it running. The value creation an RBP generates – with such little work required from the PM – is an incredibly easy way to grow your business and create great experiences that residents will pay and stay for. Don't get left behind in the evolving world of resident experience. Learn more about our fully-managed Resident Benefits Package and how we can build ease for you, your investors, and your residents. Learn More About RBP from Second Nature FAQ What is a resident benefits package in property management? A resident benefits package, or RBP, is a set of value-added services property managers include in the lease to improve the resident experience, boost retention, and generate additional revenue. It typically covers essentials like air filter delivery, credit building, renters insurance, and concierge support. How does a resident benefits package help property managers? An RBP increases efficiency by consolidating key resident services under one program. Property managers can reduce maintenance requests, improve on-time rent payments, and strengthen resident satisfaction—all while generating recurring ancillary revenue. Is a resident benefits package required by law? No, it’s not a legal requirement. However, it’s becoming an industry standard among professional property management companies because of its proven impact on ROI and resident retention. How much should a resident benefits package cost? Most RBPs range between $25 and $75 per month, depending on included services and market factors. The fee is added to the lease agreement and is easily justified when residents understand the convenience and financial protection it provides. What makes a fully managed resident benefits package different? A fully managed RBP—like Second Nature’s—handles all service coordination, billing, and support. Property managers don’t have to manage vendors or logistics, ensuring a seamless experience for residents and consistent value delivery across every property. Can an RBP improve resident retention and occupancy rates? Yes. By creating a better living experience and simplifying essential services, an RBP encourages residents to stay longer and renew leases, which reduces turnover costs and stabilizes occupancy. How do property managers promote an RBP to residents? Clear communication is key. The most effective property managers present the RBP as a convenience upgrade—emphasizing benefits like time savings, financial security, and exclusive rewards rather than just listing features.

Calendar icon January 8, 2026

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Taking a Human-First Approach to Resident Policies

My philosophy is that, when building a business, your core beliefs and core values should drive policy. From there, policy drives process and process drives action, and at the end of the day, each action is humans working with humans. Most often, those humans are our residents. Basically, the work we do with our residents each day should always reflect our core values, and at Nestwell, a big part of that is injecting kindness and humanity at every opportunity. So we sat down and thought about how we can build our policies to be more human. Creating our RBP About eight years ago, we started developing our resident benefits package in-house. As a part of that, we started formalizing a lot of our policies in a way that was more transparent to our residents and offered real value. We didn’t want to have an RBP that was full of fluff; we wanted it to be meaningful. We wanted to create policies that were human, understanding, and accommodating. We wanted to show that we recognize… sometimes life gets in the way and mistakes happen. Figuring out how to formalize that in writing was tough; we didn’t want our generosity to be taken advantage of, but we also didn’t want to have to materially change the lease agreement for every resident. That’s where the RBP came in—it gave us a chance to formalize some firm policies while still keeping our lease as it was. Offering late fee forgiveness One of the areas that we wanted to be a little bit more accommodating toward our residents was late fees. Our late fees are pretty hefty, and probably higher than others in our area. But we also understand that stuff happens, whether it’s a job loss, a bank account hack, or even just migrating banks and forgetting to update ACH withdrawal. We wanted to show our humanity a bit and offer that flexibility. Our thought was, if someone misses an on-time rent payment because they’re in the hospital having a baby, we shouldn’t be charging them a late fee, we should be sending them a baby gift. We ultimately decided to introduce a one-time late fee waiver. Rather than charging a fee the first time a payment is late, we want to help our residents get back on track and paying on time. It’s a benefit that’s available to all our residents, and it helps them feel like we’re understanding and flexible. The surprising part is that only about 5% of residents ever reach out for late fee forgiveness, so it isn’t something that’s actually costing us all that much. Walkthrough rescheduling forgiveness Another benefit that we wanted to introduce to increase flexibility was related to our property evaluation walkthroughs. In order to stay on top of property maintenance and satisfy our investors, we conduct walkthroughs quarterly, which we know can feel like a lot to residents. We got some pushback when we initially rolled out the walkthrough schedule, and we found that it can make residents feel a bit micromanaged. In fact, we found that we had residents telling us stories to try to get out of their property evaluations, claiming illness or other things. Because we charge a cancellation fee for these appointments, that was causing more friction and tension with residents. We wanted to allow for some latitude for those residents who had good reason for rescheduling. As part of our RBP, we introduced one-time rescheduling waivers, which allow residents to reschedule an evaluation appointment without penalty. We’ve found that residents really appreciate this flexibility and take advantage of it much more than the late fee waiver, especially during the holidays. It helps us be a little bit more understanding in our processes, and it also decreases the number of last-minute cancellations. Instead, residents are giving the required 24 hour notice to use the waiver, giving us enough time to reorient our team as needed. Earning buy-in from your team These waivers have also helped us get extra buy-in from our team. They serve as an easy way to make our property managers a part of these decisions, and to connect a bit more with their residents. When a resident calls in looking to use one of their waivers in their RBP, it’s the property manager who answers the call. As a result, residents start to see their property managers on a more human level. Rather than being rule enforcers, they’re accommodating, helpful, and understanding. It makes it easier for property managers to own the relationship, but also to minimize the complaints they get and the pushback they get from residents. It’s been a huge boost to our team, who feel more motivated when they know the work they do impacts people emotionally. Final thoughts Infusing humanity into your policies is easier than it might seem, and you can always start small. Yes, there will be times when it gets complicated. There are fair housing and legal considerations that have to be factored in, but we do what we can to make life a little bit easier for our residents without crossing the line. Like I said, processes and actions stem from policies, and those policies stem from core values. We’re all imperfect people, and that means that sometimes we’ll fall short. We’ll develop a policy that doesn’t quite reflect our core values, or a process that doesn’t perfectly reflect the policy. The key is to be on the look out for those shortcomings and willing to jump into action to fix them. When you put humanity into action, you’ll see better business results, more confident team members, and happier residents.

Calendar icon January 6, 2026

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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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Task Management Software for Property Managers: Everything You Need to Know

Property management moves fast. Every day involves a long list of tasks, deadlines, and tiny details that absolutely matter. When something gets missed, it creates real problems for residents, owners and our team. This is why the strongest property management companies rely on task management software. They are not leaving their business in the hands of sticky notes or who remembers what. They are organized, accountable, and running with clarity. At PM Pathbuilders, I spend a lot of time helping companies move from “things live in people’s heads” to “things live in a system.” When your processes live in software, your business becomes easier to run. Your team spends less time chasing information and more time doing meaningful work. A good task management software can take everyday, manual work and streamline it to save your team time, money, and headaches. If you are on the cusp of deciding to implement a task management software, it is worth asking: How many hours are lost to tasks that could happen automatically? How many follow ups, reminders, approvals, and repeat steps are eating up your team’s time? If your team is spending even one hour a day on something that should already be automated, that’s: 5 hours a week 20 hours a month 260 hours a year For one person. Multiply that across your entire team and the number gets expensive very fast. Task management software is not a tech upgrade. It is the modern foundation of property management. What is task management software? Task management software is a digital tool that helps your team track, assign, and complete the recurring work that keeps your business running. It exists to make sure every task gets done on time, by the right person, without anyone guessing what comes next. While the functionality varies—more on that later—the overall goal is the same: increased efficiency, decreased mistakes. At a basic level, every system starts as a to-do list. Tools like Trello are built around this idea. You write down tasks. You check them off. Simple. The next level of task management systems goes beyond just a simple checklist, and starts to introduce automation and interactions. Monday.com is a great example of this kind of tool, but there are plenty of them. These systems can trigger actions and hand tasks from one person to another. If one step is complete, the next one appears. If it is not complete, the workflow reacts and adjusts. The highest level of task management software is built specifically for property managers. Platforms like Aptly and LeadSimple take automation further. They connect directly to your property management software to pull in real data, create accountability, and run your core processes automatically. Renewals, delinquency, onboarding, move outs, inspections, and status changes all become organized and trackable. The result is simple. Your team does not have to remember the process. The software remembers it for them. What can task management software do for property managers? Task management software plays two important roles in a property management company. First, it keeps your team organized and on schedule so tasks are completed on time. It also creates a safety net. If something slips, there is a clear recovery step to get it back on track. It is also a powerful systemization tool. Instead of every team member doing things their own way, the software ensures a standardized experience for both owners and residents. That protects your brand and delivers consistent service no matter who handles the task. Task management software also elevates the resident and investor experience. You can build automated touchpoints like renewal reminders and onboarding check-ins that feel high touch and personal, but happen without any extra team effort. Owners receive a higher level of communication and service, and we do not lose time providing it to them. One of my favorite real examples comes from a company that struggled to track homeowner’s insurance policies. They added policy renewal dates into their task management system and automated follow ups to collect updated declarations before expiration. This protects the business from unnecessary risk and gives the owner a clear, elevated experience. As a management company becomes more mature, every step in the client lifecycle is supported by a process in the software. Some include resident or owner communication, like renewals. Others do not, like HOA documentation or licensing requirements. Regardless of the workflow, the right platform can automate it and ensure nothing is left to chance. Key features in task management software There are a lot of options on the market, and it can feel overwhelming trying to figure out what matters most. For property management companies, these are the three must-have features you should evaluate before making a decision. Integration with your property management software Your task management system has to talk to your property management software. Investor names, resident names, addresses, balances, lease expiration dates. All of it needs to sync directly into your workflows. Why it matters: You can automate lease renewals because the system sees upcoming expiration dates. You can automate balance owed notifications because the system sees delinquency. You eliminate double data entry, which is slow, expensive, and creates mistakes. Without a real integration, half of your processes will still live outside the tool, which defeats the purpose. Strong automation capabilities Not all automation is equal. Some tools automate like a checklist. Others automate like an operations engine. Ask specific questions: Can it send emails or text messages automatically? Can it assign tasks to the right person at the right time? Can it create calendar events or reminders without someone clicking a button? Can it trigger steps based on real data, like payment status or a new move-out notice? Think about what your business will need over the next two to three years. Not just what you need today. Ease of use in building out the system You are not just using the software. You are building your company inside it. That means the system must be practical to set up and maintain. Consider: Will your team be able to build and update workflows themselves? Do you want a platform with expert support or consulting help available? Do you prefer more flexibility even if it is more complex to configure? Just like your company, your software will need to evolve. Think about how much your processes have changed in the last ten years. They will keep changing. If the software is not updated regularly, it becomes stale and stops supporting the business the way it should. In general, the more the software can do, the more thoughtful the setup needs to be. Choose what your team can realistically manage while still keeping the system fresh and relevant over time. Are you ready for task management software? Another important question is whether your company is actually ready to add a task management system to your tech stack. The software is powerful, but it will only work if a few things are already true in your business. So… how do you know when you’re ready? In my opinion, you’re ready for task management software when a few things are true: You know who’s responsible for what, and who the backup is for each item. Roles and responsibilities are clear. You have clean processes that are relatively systematic, consistent, and ready to be automated. You have someone with enough capacity to act as a dedicated project lead for the software. For example, if you have an owner onboarding process that runs the same way every time, where you add the investor to your PM software, send their onboarding information, confirm their reserve contribution, and send a welcome email, that is something task management software should handle. Once it is mapped and automated, the system carries the weight instead of your people. Are you willing to let go of control? You should not only ask what you need from task management software. You have to ask what you are ready for. Automation requires trust. You need to feel comfortable with the idea that certain tasks will happen without you reviewing every step. You need to be okay with automated text messages and emails being sent at the right moments without you pressing send. You need to be comfortable with workflows automatically scheduling owner review calls or sending reminders when payments are late. These efficiencies move your company forward, but they require letting go of the belief that every communication must pass through your hands to be correct. Consider the business factors At the end of the day, like any other investment, this is about determining what’s the right fit for your company. Here are the two biggest business factors to consider: Company size: More people on your team can mean more capacity to help with implementation, but it also means more people to train and more habits to shift. Think about how much change your team can realistically absorb. Cost: Can your company afford it right now? There is a strong return on investment with task management software because it reduces the time your team spends on routine tasks. However, there is often a sizable upfront investment. If your software is priced per door, the cost will grow as you grow, so make sure that aligns with your long-term plan. Understanding change management Even the best software will fail if your team does not use it. Think about how your team has handled new technology in the past. Will automation feel supportive, or will it feel threatening? Will they embrace it or resist it? Will they default to the old way once things get busy? Team buy-in is not optional. If you launch a system and no one uses it, you will quickly end up with hundreds of overdue tasks and a team frustrated by the entire experience. Once that happens, adoption becomes even harder in the future. As you plan an implementation of this scale, ask yourself how you can lighten the load for the team, emphasize ease of use, and introduce the changes step by step. Look at team capacity, team size, and comfort with technology to determine which roles and processes should go first. Start with changes that genuinely make daily work easier, not harder. Task management is not set it and forget it One thing that often gets overlooked when teams are evaluating task management software is what it takes to keep it updated over time. Task management tools need regular attention. Processes change. Roles shift. Communication style evolves. If your software does not evolve with those changes, it stops supporting the business the way it should. In my opinion, the only thing worse than not having a task management system is having one that is outdated. That is when people get frustrated. The system is wrong, so the team works around it instead of with it. If someone’s role changes, automations must be updated. If your voice or tone changes, the messaging needs a refresh. If a process changes, the workflow should change with it. If your branding changes, email templates should reflect the new look and feel. And if legislation changes, you may need to adjust timelines, notice requirements, and compliance checkpoints. If that does not get updated immediately, it can break the entire workflow and cause real problems. Maintaining the system takes effort, but it is effort worth investing. When your workflows are aligned with how your company actually operates today, your team saves time. They spend more of their day doing meaningful work instead of recreating checklists. And both investors and residents get a better, more consistent experience from your company.

Calendar icon December 11, 2025

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9 Property Management Leadership Training Programs for Regional Managers and Directors

TL;DR: Property management leaders need skills beyond operations to coach teams and scale portfolios. This guide compares nine training resources: industry credentials like NARPM's MPM and IREM's CPM build personal credibility, platforms like NCHM provide scalable team training, and business courses fill strategic gaps. The most successful companies combine certifications for leadership positioning, consistent frameworks for teams, and targeted development for specific challenges rather than treating all training the same. Property management leaders face a challenge: the skills that make you great at operations won’t necessarily make you great at leading teams. Managing leases and maintenance isn’t enough when you’re coaching property managers, building company-wide systems, or scaling culture across portfolios. Operational expertise hits a ceiling without strategic business thinking and frameworks for leadership. We've compared nine training resources that property management leaders actually use for personal development and team building. Some help develop your own leadership capabilities. Others provide scalable platforms for training entire teams. All of them address the business and people management challenges that operational training ignores. For frontline property managers and new hires looking to build foundational skills, check out our guide to the best online property management courses and workshops. That resource focuses on operational training for individuals getting started. This guide addresses the business leadership and strategic management skills you need as you move into regional, director, or executive roles. 1. NARPM's Master Property Manager (MPM) Best for: Residential property management experts managing 500+ units who want industry recognition. The Master Property Manager is NARPM's highest designation, designed for professionals who have already completed their Residential Management Professional (RMP) designation and proven themselves over five years. Having an MPM speaks to residential expertise at scale and signals to investors that you've reached elite status. What you gain: Recognition as a leader in residential property management Enhanced credibility with investors and property owners Pathway to CRMC designation for your firm Demonstrated commitment to professional excellence and industry service To earn an MPM, you must: Be a current NARPM member Have achieved the RMP designation Hold a real estate license for 5 years (if required by your state) Manage at least 500 units over a 5-year period Maintain a minimum of 50 units during and at completion of candidacy Complete 24 hours of NARPM‑approved education Complete elective work through service to NARPM, local chapters and the property management industry Attend at least two NARPM National Conventions Provide letters of recommendation from two MPM designees and three clients Leadership application: This distinguishes your personal brand and can elevate your entire company's positioning in competitive markets. 2. IREM's Certified Property Manager (CPM) Best for: Leaders who want a widely recognized credential that blends operations, asset management, and financial performance. IREM’s CPM is one of the most established certifications in property management. It’s often the next step for managers who want to expand beyond day-to-day operations into bigger-picture financial and portfolio responsibilities. It’s designed to help leaders understand how properties perform as investments, not just how they function operationally. What you gain: A deeper understanding of financial performance, asset management, and investment analysis Broader credibility across residential, commercial, and mixed-use portfolios Skills for evaluating property performance through an ownership and investor lens A respected credential that strengthens your professional profile at any stage of leadership Typical CPM requirements include: At least 36 months of qualifying real estate management experience Completing the required coursework by selecting one of IREM’s approved education tracks Satisfying the management plan requirement by passing one of the designated management plan exams Completing the IREM ethics course and passing the accompanying exam Maintaining active membership with current national and chapter dues Holding a real estate license if your state requires one, or formally confirming that you are not required to be licensed Interviewing with, and being approved by, your local IREM chapter Passing the CPM certification exam Leadership application: CPM is primarily a professional credential that strengthens an individual leader’s expertise and credibility. It’s not designed for scalable team training. Most candidates are mid- to senior-level managers preparing for higher-responsibility roles, not frontline staff. 3. NAR's Certified Property Manager through IREM Best for: Leaders already participating in NAR’s REALTOR ecosystem who want the CPM credential while preserving their NAR-affiliated status. This is the same CPM designation offered through IREM, but maintained through the NAR membership/affiliate framework. The curriculum, requirements, and credibility are identical. The distinction is primarily about professional affiliation and networking channels. Why choose this path: Integrates property management credentialing with broader real estate professional development Offers access to NAR's resources, advocacy, and connections Provides the same worldwide recognition as direct IREM enrollment Leverages existing NAR relationships and membership benefits To earn this designation: Requirements are identical to direct IREM CPM enrollment (see #2 above) Leadership application: Use this route if your professional identity or licensing channels run through NAR. 4. NCHM's certification programs Best for: Growing companies that need consistent, professional-grade training they can roll out across entire teams. The National Center for Housing Management offers what regional managers actually need: consistent, professional training you can deploy across entire teams. NCHM specializes in property-level competency across four pillars: occupancy, management, maintenance, and financial management. Certified Manager of Housing (CMH) Good for: Property-level managers who need a stronger grasp of the performance metrics that drive site success New managers stepping into full-site responsibility What they learn: Core performance metrics: Understanding how occupancy rates, vacancy loss, turnaround time, and work order productivity tie directly to property health Diagnostics and problem-solving: Identifying the root causes of performance issues and applying NCHM’s structured process to correct them Leadership style awareness: How personal management tendencies affect team effectiveness, productivity, and communication Building high-performing teams: How to lead site staff, manage conflict, motivate teams, and create an accountable, collaborative environment Certified Financial Specialist (CFS) Good for: Managers who oversee property financials and need stronger budgeting and reporting skills Leaders responsible for financial performance across multi-family or senior housing communities What they learn: Owner priorities: How to align day-to-day decisions with the financial objectives owners care about most Accounting fundamentals: Core finance concepts, like cash vs. accrual accounting, that shape property-level reporting Reading financial statements: How to interpret income/expense reports and balance sheets to guide operational choices Variance analysis: Spot performance issues early by comparing actuals to budget and pinpointing what’s driving gaps Building accurate budgets: Research and forecast revenue, plan expenses and capital needs, and develop a reliable 12-month budget Turning data into decisions: Use financial trends and metrics to adjust operations, improve performance, and communicate results with confidence Certified Manager of Maintenance (CMM) Good for: Property managers, lead maintenance techs, and supervisors who oversee day-to-day maintenance operations Teams looking to elevate productivity, reduce reactive work, and manage costs more intentionally What they learn: Building a strong maintenance program: How to structure workflows, from work identification to work-order tracking, purchasing, inventory, staffing, and performance monitoring Practical productivity management: The difference between applied vs. unapplied time, and how to streamline tasks so teams get more done without burnout Cost awareness and smarter spending: How to break down the true drivers behind maintenance expenses and make choices that stretch budgets without sacrificing quality Better planning, fewer emergencies: Shift from constant on-demand fixes to a healthier mix of planned and preventative maintenance that keeps the property stable, predictable, and easier to manage Fully online format: The course and exam are delivered virtually, allowing up to one week after finishing the course to complete the certification test Registered Housing Manager (RHM) Good for: Experienced housing professionals who have completed all four NCHM Pillar programs Leaders seeking a capstone credential demonstrating mastery of operational, financial, maintenance, and occupancy management What they learn: Integrated property analysis: How to apply knowledge from all four pillars to assess and improve real property performance Practical problem-solving: Using structured tools to identify operational, financial, and maintenance issues and implement effective solutions Independent project execution: Prepare a comprehensive Property Assessment independently, demonstrating ability to synthesize data and make strategic decisions Expert evaluation: Submit the Property Assessment for review by a panel of senior NCHM faculty for certification approval Portfolio-level readiness: The process reinforces skills needed to manage multiple sites and complex properties, ensuring leaders can drive measurable performance improvements Leadership application: For managers who need consistent training across different markets, NCHM creates shared language, unified standards, and measurable performance expectations. It provides the structure that coaching alone can’t scale. 5. 360training's compliance and licensing platform Best for: Multi‑state portfolios with heavy compliance burden: teams juggling licensing, continuing education, and regulatory training across jurisdictions. Different licensing requirements, continuing education mandates, and regulatory frameworks across markets create administrative burden that pulls leaders away from strategic work. 360training solves this through their Learning Management System. What 360training offers: State‑approved licensing, post‑licensing, and continuing education courses across 32 states (state requirements vary; always confirm with your licensing board) Centralized Learning Management System to enroll staff, track progress, and generate reports Corporate accounts with volume pricing and dedicated support Tools to maintain ongoing compliance and manage multi-state training efficiently Leadership application: This isn’t designed as a leadership‑development program. It's infrastructure that frees leaders from compliance administration so you can focus on actual development. 6. Coursera business and leadership courses for property managers Best for: Leaders who need business skills that traditional property management certifications don’t cover. Property management leaders often need business skills beyond operational management: financial modeling, data analysis, organizational behavior, strategic planning. Coursera provides access to university-level business courses from institutions like Wharton, Michigan, and Stanford. Course benefits: University-level courses in financial modeling and investment analysis relevant to real estate Training in organizational behavior and people management for leading teams effectively Strategic decision-making, business analytics, and data-driven planning Operations management and process optimization to scale portfolios efficiently Leadership application: These courses provide business-education fundamentals; applying them to property management context requires translation and adaptation. 7. Penn Foster's Property Management Certificate Best for: People who want a flexible, self‑paced introduction to property management fundamentals. Penn Foster offers an online Property Management Certificate: a self‑paced program that typically takes 6 months on a fast‑track schedule (or up to about a year, depending on how much time you dedicate weekly). What the program covers: Leasing fundamentals and resident relations, including resident communications, lease negotiation, turnover scheduling, and evaluating credit/rental applications Building maintenance and property upkeep basics, along with general maintenance oversight and resident-property relations Financial accounting and property valuation fundamentals, giving learners a grounding in handling financials at a property level Real estate law, risk management, and fair‑housing compliance; covering the legal/regulatory knowledge a property manager should have Because the program is entirely online, students can begin any time, move at their own pace, and benefit from digital study guides, quizzes, and ongoing support, making it ideal for working professionals needing flexibility. Leadership application: This credential provides foundational knowledge to support newer managers or assistants and refresh existing staff on operations, compliance, leasing, and financial basics. 8. NARPM leadership training and professional development workshops Best for: Managers looking to refine people management, company operations, or business growth skills through flexible, short-form training. NARPM offers courses, webinars, and workshop-style sessions for property managers transitioning from operations to team leadership or managing company-wide processes. Offerings are modular, allowing leaders to focus on people management, company culture, financial oversight, or operational systems. Program highlights: Online and virtual courses covering communication, team building, negotiation, supervision, and process structuring Conference and chapter workshops on scaling operations, cash-flow management, building culture, and managing property performance Peer learning and networking with other residential property managers Leadership application: Short, targeted training to solve specific management challenges and strengthen supervisory skills. 9. IREM online courses and continuing education Best for: Targeted skill development without committing to full certification programs. Beyond CPM certification, IREM offers online courses on specific leadership and operational topics. Courses range from two-hour webinars to multi-day programs and allow leaders to focus on the areas they need most. Available topics: Financial management and analysis for decision-makers Sustainability and energy management strategies Crisis management and business continuity planning Technology implementation and digital transformation What you get: Free webinars and discounted courses Continuing education credits for CPM requirements Flexible learning to address skill gaps Leadership application: You can target specific gaps in your knowledge without re-certifying or committing to lengthy programs. For CPM holders, these satisfy continuing education requirements while building new capabilities. How property management companies build leadership development programs Companies succeeding at property management leadership development don't pick one approach. They take hybrid strategies that address different needs: Personal credibility through advanced certifications. Regional directors and VPs pursue CPM or MPM designations because investors expect these credentials. The designation signals strategic thinking, not just operational skill. When presenting to stakeholders, it shows you’ve invested in executive-level expertise. Team consistency through scalable platforms. Companies can’t rely on each property manager taking random courses and hoping quality stays consistent. Platforms like NCHM and 360training provide common frameworks, shared language, and measurable standards across teams. Business skills outside real estate. Top leaders complement certifications with courses in financial modeling, data analysis, and organizational management. Running a property management company requires business skills that managing properties alone doesn’t teach. Targeted solutions for specific gaps. For challenges like adopting new technology, building culture, or managing transitions, leaders turn to workshops or consultants for focused guidance rather than another broad certification. The mistake most companies make is treating leadership development like operational training. Sending directors to the same workshops as new property managers doesn’t create strategic thinkers. Leadership requires different development paths. Second Nature helps make time for what matters The biggest barrier for property management leaders is time. You want to develop your skills and your team, but daily fires, resident issues, and operational demands leave little capacity for growth. Second Nature's Resident Experience Package removes routine tasks from your team’s plate. Filter changes happen automatically, HVAC maintenance is scheduled without coordination, and residents get support without creating staff tickets. When properties implement RXP, teams gain the bandwidth to focus on strategic work instead of reactive tasks. Property managers can coach leasing agents. Regional managers can build systems rather than fight fires. That capacity makes training programs effective instead of overwhelming. Request a demo to see how Second Nature frees up your team's time so they can focus on growth, development, and the work that actually scales your business. FAQ What's the difference between CPM and MPM certifications? CPM (Certified Property Manager) comes from IREM and focuses on financial performance, asset management, and investment analysis across residential, commercial, and mixed-use properties. MPM (Master Property Manager) is NARPM's highest residential-only designation, requiring 500+ units and five years of experience. CPM gives you broader credibility across property types and ownership conversations. MPM signals elite status in residential management. Choose CPM if you're moving toward asset management and diverse portfolios. Choose MPM if you're deepening expertise in residential property management. How long does it take to get a property management certification? NCHM certifications can be completed in weeks with consistent study. Penn Foster's certificate typically takes 6-12 months at your own pace. IREM's CPM requires 36 months of qualifying experience plus coursework and exams, usually taking 1-2 years once you begin. NARPM's MPM requires five years of experience managing 500+ units before you can apply. For quick credentials, focus on NCHM or 360training. For long-term professional positioning, expect CPM or MPM to take years. Do property managers need certifications to advance to leadership roles? No, but they help in specific situations. Certifications matter most when competing for positions with institutional owners, presenting to investment committees, or elevating your company's market positioning. Many successful leaders built careers on operational results and team development without formal credentials. What matters more is whether you can coach teams, build scalable systems, and think strategically about portfolio performance. Certifications accelerate credibility in competitive markets but don't replace leadership capability. Which property management training is best for team development vs individual credentials? For team development, choose NCHM or 360training. Both provide scalable platforms with consistent training, shared frameworks, and measurable standards across entire teams. For individual credentials that elevate personal positioning, pursue CPM or MPM. These signal strategic expertise to investors and stakeholders. Coursera and IREM's online courses fill specific skill gaps without full certification commitments. If you're building team capability, invest in scalable platforms. If you're strengthening executive credibility, pursue advanced designations. Can you get property management training online? Yes. NCHM delivers all certifications virtually with online exams. 360training operates entirely through web-based learning. Penn Foster's certificate is self-paced and fully online. Coursera provides digital courses from major universities. IREM offers online courses and webinars for CPM requirements and continuing education. NARPM provides online courses and virtual workshops. The only programs requiring significant in-person participation are NARPM's MPM (convention attendance required) and some IREM chapter requirements for CPM approval.

Calendar icon December 9, 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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Ancillary Services in Property Management: How to Expand Your Value Without Losing Your Focus

More and more, property management professionals and property management companies are looking for services that they can add to their offerings in order to capture more business without adding too much overhead. These ancillary services can increase net operating income and help you elevate your business. Let’s take a look at what kinds of ancillary services are available to property managers, the factors you should be considering as you look to add them to your offering, and how you can add them without stretching your team too far. Examples of ancillary services There are plenty of examples of ancillary services that property managers can offer, some more popular than others. When you step back and look at the expertise you already have, it becomes pretty clear: you’re sitting on a goldmine of services owners need. Here are some of my favorite (and profitable) ancillary service opportunities I see PM companies offering: Real estate sales: This is one of the most common ancillary services I see offered. Property manager professionals, and especially leasing agents, often have the sales and people skills that selling homes requires, making it a logical service to add for investors. If an owner is going to sell, they should be selling with you, not disappearing into another agent’s pipeline. Resident buying services: Another real estate sales angle is to help your residents on the path to homeownership. Teaching your residents about how to purchase properties, what down payment assistance options are available, and what to expect through the process can help build a sense of trust and ultimately choose to purchase a home with your help. Rental brokering: Another great opportunity for leasing agents, many property management professionals act as resident brokers for properties that are outside their own portfolio. This can be a bit market dependent, but in more competitive or luxury markets, this is a premium experience that residents are willing to pay for when the stakes are high. Insurance shopping: Some property managers offer to shop for homeowner’s insurance for their clients. It is a quick value-add. Help owners shop policies and save money, while positioning your business as the trusted advisor who looks at the whole investment, not just the rent roll. Appraisal coordination: One service that I find more property management companies offering in-house is the appraisal process. PMs will help find and schedule an appraiser on behalf of their investor, then meet the appraiser at the property on the day. Appraisals often help investors for processes like refinancing a mortgage or acquiring a HELOC to expand their portfolio, but a recent appraisal can also help the PM themselves more accurately set rent prices. Managing large maintenance projects: More and more property managers are starting to serve more as asset managers, which often includes providing advice and project management on things like large repairs, remodels, or additions that will add value to properties. You already have the vendor relationships, scheduling oversight, and cost awareness, so charge for it. This is where PMs start moving into true asset management. Managing evictions: Evictions are one of the worst parts of the job for most property managers, but for those who are particularly good at it, it can be a very in-demand skill. Your PMC can manage evictions for non-clients as an additional service, adding extra business on a flexible basis using expertise you already have in-house. Consulting eviction managers typically file the necessary legal paperwork, go to court, execute the eviction, and file any necessary collections, providing a complete end-to-end service. Appearing as an expert witness: When they’re involved in legal proceedings, real estate investors often need to call expert witnesses to speak to the facts of a case. They help juries or judges better understand the facts of the case. Experienced PMs are uniquely qualified — and this can be extremely lucrative with the right positioning. If your company is already doing the hard part (running properties well), there’s no reason not to package that expertise into additional services that deepen relationships, drive retention, and unlock new revenue streams. Finding time for ancillary services The key to adding ancillary services is making sure that they: Make sense for your business financially Fit with the skills and capacity of your current team Won’t detract from the core services you offer to your investor clients Even though these added services can be great for your bottom line, you can never prioritize them over the core of your management business. Your PMA is the scope of work you’re promising you’ll do for a client and should always take precedent. That said, most property management businesses have seasons where operations are running smoothly and there is additional capacity. When that happens, you may look for ways to grow without simply stacking more doors into the portfolio. Strategic ancillary services can help you increase revenue, create deeper client relationships, and build a more resilient business model during those windows of opportunity. Run the numbers The first step is making sure that whatever additional services you’re considering adding make financial sense for your company. In particular, if you’re going to need to add additional headcount to be successful, there’s some math to be done. How much money do you need to charge for an ancillary service in order to justify bringing on an additional team member to manage it? Do you have the lead flow to make this a viable part of your offering? How long will it take to recoup any investment you’re making? Ancillary services can help you go beyond just adding more and more doors as your only lever of growth, but you need to make sure the numbers add up before you dive in. Examine current capacity The next factor to consider is what kind of capacity your team currently has. There’s only so much that an individual team member can do. You don’t want to stretch people so thin that they become unhappy in their roles, or you’ll quickly find yourself losing staff. Consider the skills that you currently have in-house—oftentimes your existing staff are capable of doing these things, but you have to look at whether they have time. Ask yourself, is there anyone who’s currently not at maximum capacity? They might be able to take on additional services. Even more importantly, is there anyone whose capacity is highly seasonal? Seasonality presents opportunity There are many property management roles that are highly seasonal, and leasing agents are the perfect example. They’re super busy during the busiest times of year and not busy during the slower seasons. Seasonality leaves you with a couple of different options to optimize your business. First off, you can adjust processes to try to balance their work. If you know that, from May to September, your leasing agents will be swamped, how do you plan ahead for October to April? Maybe you can break the inspection cycle apart from the leasing cycle so that they’re performing inspections in the slow season, giving them a more balanced schedule year-round. The other option is to take advantage of the slower months to give them ancillary work. If they have capacity to focus on real estate sales or coaching residents on homebuying skills, you can leverage these added services without needing to increase payroll. Know thy market Remember, like everything in property management, there will be variation based on your local market. I already mentioned that different markets have differing levels of demand for things like renter brokers, but there’s also the question of regulation. Regulations and licensing play a big role in how many of these ancillary services you can provide, and you need to make sure you’re protected legally. Some roles, like real estate sales, require licensing in almost all jurisdictions. In some areas, insurance shopping may or may not be considered insurance brokering, which also requires a license. Other functions might not require licensing, but do have certification requirements or training requirements. The good news is that these requirements can be a strategic advantage rather than a barrier. Certifications and licenses create professional development opportunities for your team, helping them grow while strengthening your company’s competency. They also become a differentiator in a competitive market. When you are the company that understands property management and insurance better than anyone else, your value becomes far more obvious to investors. Knowing your market keeps you compliant, profitable, and positioned as the expert worth partnering with. Getting started is more important than being perfect Growth in property management rarely comes from giant leaps. It comes from small, intentional moves that build capability and confidence over time. Start with what you can execute well today, then refine and expand once you’ve proven demand and established the right systems. One way to start is by looking at bigger, more established companies for ideas, and determining how you can adapt those ideas on a smaller scale. If the enterprise company in your market has an entire maintenance business on the side, you don’t have to do the same thing, but you can pull one team member to take on outside vendor work part-time. Focus on a realistic starting point and define how you will measure success before growing the initiative. When companies try to launch at full scale right out of the gate, they tend to overwhelm their team and dilute what already works. Getting started, learning, and adapting will take you much further than trying to be perfect before you begin.

Calendar icon December 2, 2025

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Property manager using computer

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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Property management operations: Complete guide, strategies and best practices

For property managers, basic operations like budgeting, collecting rent, and handling maintenance often take up the bulk of your time. Balancing the management of day-to-day tasks, delivering results to owners, and keeping properties in good condition at market rent can often feel all-consuming. In this article, we’ll look at the core property management operations PMs have to manage, why they’re so important, and how operators can streamline these processes to deliver better results in less time. What are property management operations in real estate? Property management operations are all of the various tasks and processes that go into planning, directing, and controlling property-related functions. This includes both the work related to the property itself—like maintenance and security—and the management of residents—like leasing, onboarding, and rent collection. Core property management operations and responsibilities There are dozens of core property management operations, which fall into a few different categories: Property upkeep Repairs and maintenance Property security Inspections and walkthroughs Resident coordination and management Marketing vacancies Leasing Security deposit management Resident onboarding Collecting rent Coordinating lease renewals Answering support calls Carrying out evictions if needed Business processes Budgeting Expanding door count Handling taxes Hiring and managing staff Reporting results Why property management operations matter for investors and managers Property management operations are key at every level because they keep your business moving efficiently, they keep happier residents in your properties longer, and they keep owners from churning and finding new management. All of these operations keep the value of your investors’ assets high while also delivering a high quality of living to residents. Well-organized operations also keep your company compliant with federal, state, and local regulations, reducing risk and ensuring you’re operating fairly. High-quality processes and operations maximize the value of your business and deliver better results for real estate investors. Goals of effective property management operations While many property managers are forced to focus on the day-to-day just to get by, there are a few broader goals that successful property managers look at. From increasing satisfaction to maximizing investment returns, effective property management operations should deliver growth and progress, not just maintain the status quo. Maximizing property value A top priority for property managers should be maximizing the value of their investors’ properties. Maintaining the property's condition and ensuring it remains in good repair to protect its value, identifying opportunities for upgrades and renovations can deliver dramatic increases in value, too. Optimizing income from real estate Setting competitive rents, collecting on time, and minimizing vacancies are all core functions for a property manager. They ensure that the investor is paid on time and remains happy with your services. Identifying ways to optimize income is essential to serving as a business partner to your investors. Improving tenant satisfaction The best property managers don’t just provide places for their residents to live, they consistently strive to improve their living situations. From improving the physical condition of the property to adding new resident benefits, or updating processes to better fit their residents’ needs, property managers are uniquely positioned to make life a little easier for a large group of people. Making property management more efficient With everything else going on, it can be difficult to find time to optimize your business. By developing streamlined processes and adopting the right technologies, property managers can spend less time on routine tasks and more time growing their business. Key operational areas in property management operations Resident management in property management operations Resident management includes all things related to placing, retaining, and delighting the people who live in your properties. That includes things like screening applicants, but also building relationships and making sure that resident needs are met consistently and proactively. Sometimes, this also includes handling disputes, fielding questions and complaints, and enforcing the terms of the lease. Some key aspects of resident management include: Attracting and screening applicants Signing leases Managing lease compliance Renewing leases Developing resident relationships Administering resident benefits Financial management in property management operations Financial management in property management is the combination of all items related to the finances of your properties. From maintenance costs to rents and fees, these operations impact the general ledger and, ultimately, your company’s bottom line. It includes not only the ongoing management of a property’s finances, but also future investments and reserve funds that may come into play later on. Some of the most important financial processes are: Security deposit management Rent collection Reserve fund maintenance Budgeting and reporting Expense management Property maintenance and upkeep in property management operations Property upkeep is all about the physical condition of the properties you manage. While sometimes residents alert you to maintenance issues or needed repairs, it’s important to also conduct your own inspections or walkthroughs to ensure that the property is in good condition. This category also includes planning for and recommending future upgrades to the property and investments that will increase the property’s value or command higher rents. Core maintenance and upkeep operations include: Routine maintenance Repairs Preventative maintenance Seasonal maintenance like winterizing or HVAC inspections Large-scale renovations Appliance or fixture upgrades Regulatory compliance and risk management in property management Property management and real estate are highly regulated industries, which makes risk management and regulatory compliance essential parts of the job. Because states, counties, and cities can have more specific restrictions than the federal government, it’s important to stay on top of the ever-changing regulatory landscape. Regulatory management includes tasks like: Legal compliance Property and tenant safety Comprehensive lease documentation Full security deposit compliance Streamline your property operations with Second Nature Streamlining your operations can transform your business, but it can seem like an intimidating idea. With Second Nature’s Resident Benefits Package, you can remove hours of work from your team across HVAC maintenance, pest control, and more, all while incentivizing residents to pay on time and stay longer. FAQ What is included in property management operations? Property management operations includes all of the different tasks required to control property-related functions, including property upkeep, financial management, leasing, maintenance, resident coordination, and business processes. How do property management operations improve rental income? Effective property management operations create happier residents, encouraging them to renew their leases and pay on time. As a result, your property management company has more consistent rent income and lower expenses related to advertising, background screening, and vacancies. What tools help streamline property management operations? Multiple tools, including task management software, property accounting software, electronic lease collection platforms, resident screening tools, and Resident Benefits Packages can all help streamline property management operations. Before selecting tools, you should look at the individual needs of your business and where your operations could use the most streamlining, then look for tools that can help that specific function. How do modern property management operations benefit residents? Modern property management operations create a better living experience for residents. Modern operations are focused on delivering a top-tier experience to residents, rather than simply keeping the property functional. Many property managers are finding innovative ways to delight residents in addition to fulfilling the standard commitments of property management. What role does technology play in property management operations? The property management technology space has grown to offer more and more solutions to property managers looking to streamline and automate their operations. Modern technology tools help property managers better manage daily operations like rent collection, applicant screening, property listings, and maintenance communications.

Calendar icon November 18, 2025

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Measuring the Impact of Resident Experience Beyond the Warm and Fuzzies

Measuring the business value of your investment in resident experience can often feel difficult. A lot of the time, property managers just feel whether or not it’s working. There’s a different tone to the conversations you have with residents when they’re happier. Your team all feel it in their day-to-day work. And for some of us, that’s a huge part of why we put so much emphasis on resident experience. It makes us feel good, it makes them feel good, and it makes our team feel good. But sometimes you also want to know how it’s impacting the bottom line. Especially when you’re in a growth stage, you can’t always afford to shovel money into resident perks, gifting programs, and other resident experiences if you can’t prove that it’s actually successful and impacting the bottom line. That’s why, at Nestwell, we track several KPIs related to resident experience, and why I’m going to outline them here. 1. Customer Satisfaction Customer sentiment, CSAT, or customer NPS (“Net Promoter Score”) are generally designed to measure the same thing: how happy your residents are with your company. This is one of the most important metrics for us, because it’s an indicator of how well we’ve been doing our jobs, and a predictor of how likely those residents are to stay with us, take better care of their properties, and leave us positive reviews. We ask for resident satisfaction via our call system and email ticketing tool. When a ticket is resolved, the resident is asked on a simple 1-5 score how happy they are with the experience. For tickets that have been open for a long time or require a lot of back and forth, we also ask them to provide feedback privately, which is often more nuanced than a simple number. Finally, we use a tool that processes our support call recordings and analyzes the resident’s sentiment throughout the conversation. It can identify, based on their tone and language, whether they’re frustrated, sad, happy, etc. We can then take all of this data and analyze it quickly across different lines, whether that’s property type, team member they worked with, or reason for the call. That gives us a much more detailed look at what we’re doing well and where we might be falling short in the resident experience. 2. Lease renewal rate Lease renewal rate is a core KPI that most property managers are probably already tracking, in part because it helps forecast future vacancies and how busy your leasing team will be at a given time. But we also like to keep tabs on it because it’s a reflection of how happy our residents are with us. In addition, we’re looking at why some residents choose not to renew and categorizing that into two categories of what we can control and can’t influence. Knowledge is power and understanding the difference is critical to improving resident satisfaction and retention. Many non-renewals stem from factors outside a property manager’s influence — life events, job relocations, home purchases, or financial hardship. These circumstances are inevitable and shouldn’t be viewed as failures. Recognizing them for what they are helps teams focus their energy where it truly makes a difference, rather than chasing outcomes that can’t be changed. On the other hand, controllable factors are opportunities for growth. Responsiveness to maintenance requests, clear communication, consistent policies, and fair renewal pricing all directly impact a resident’s decision to stay. When property managers consistently deliver high-quality service and proactively address preventable issues, they reduce turnover, strengthen trust, and protect profitability. The key is to track both categories separately—own what’s within your control and learn from what isn’t. Finally, we’re considering the length of renewals and whether residents renew repeatedly. Someone who opts for a two year renewal is probably pretty happy with us as PMs, and if they’re renewing year after year, that’s also a good sign. 3. Early exits (and their reasons) Conversely, we’re looking deeply at residents who opt to break their lease early. If they’re willing to pay an early termination fee just to get away from us, that’s a very bad sign. But, just like with those who opt not to renew, there could be extenuating life circumstances that have nothing to do with us. To help parse the two, we’ve started conducting exit interviews with residents who choose to terminate a lease early, asking what’s driving their decision and whether there’s something we could have done to give them a better experience. These have been hugely informative and led to some important discussions within our team. 4. Google reviews and online reputation Online reviews are another hot topic within property management, and something that most companies are keeping tabs on. At Nestwell, we talk about our reviews internally every single week, flagging any negative comments and celebrating the positive ones. Reviews are so important to us that we’ve tasked our frontline team members with asking for a certain number of feedback requests each week after all resident interactions. The thing about online reviews is that they can quickly create pile-ons. When a resident leaves a negative review and another resident sees it, they feel inspired and empowered to leave their negative comments, too. But I believe that the same thing happens in a positive direction. When residents see others leaving positive reviews, they’re encouraged to do the same, and suddenly you have a series of ten or twelve new reviews in a few days. There’s been a lot of discussion around reputation management software and different tools that can manage your Google reviews for you. We do use a simple tool that analyzes sentiment in reviews, flags trends, and notifies us of changes, but we don’t like to use a lot of the automation features that are available. Our philosophy is, this is a people-first business, so we want real human interaction rather than a bot that has stock replies for positive or negative feedback. Don’t underestimate the power of Google reviews. They can really create a flywheel effect: we take care of our team, our team delivers a great resident experience, the residents leave great feedback, and that helps new residents find us, kickstarting the whole process again. 5. Participation in our homebuying program I previously outlined our Evernest homebuying program and why we chose to implement it. One ancillary benefit of the program is that it serves as a great barometer for how well we’re doing with our residents. Ideally, we want residents who are ready to buy a property—some of those who are choosing not to renew or opting to terminate their lease early—to think of us first. We want them to come to us and say, “Hey, you’ve been so good to me as property managers that now I want to work with you when I buy my first house.” On the other hand, if they’re choosing to forego a potential discount on their house just so that they don’t have to work with us, that’s a pretty big alarm that we need to be doing things differently. Final thoughts Measuring resident experience can be tricky, but even if you don’t have a homebuying program set up, or you don’t have intricate reputation management software, there are still meaningful touch points in your business that can serve as a reflection of your performance. It might take some creativity and digging, but it’s absolutely worth it to be able to show the value of your resident experience efforts. But don’t overlook the intangible benefits; the feeling that phone calls are easier, your team is more inspired, and your residents are happier.

Calendar icon November 13, 2025

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Best Lease Management Software for Property Managers and Multifamily Operators

Effective lease management software solves one specific operational problem: eliminating manual tracking of lease expirations, renewal terms, and compliance requirements across portfolios where spreadsheets become unmanageable. In this article, we'll review seven lease management solutions: Second Nature, Buildium, AppFolio, Propertyware, Landlord Studio, DoorLoop, and RentRedi. We'll compare features, pricing, and ideal use cases so you can find the right fit for your portfolio size and property type. What is the best lease management software? Lease management software that justifies its cost centralizes document storage, tracks critical dates, automates renewal notifications, and maintains audit trails. The baseline functionality (what you're paying for regardless of platform) includes template-based lease creation, e-signature integration, automated expiration alerts, and version-controlled document storage. Platforms worth considering beyond baseline functionality sync bidirectionally with accounting software, generate renewal offers based on configured rent increase logic, and flag compliance requirements automatically. Portfolio-wide visibility becomes critical above 50 doors: you need a single dashboard showing lease status, renewal pipeline, and compliance gaps without opening individual property records. Property managers running 200+ scattered-site doors typically lose 12-15 hours weekly to manual lease tracking. Leasing coordinators check the property management system for expiration dates, cross-reference signed documents in separate storage (Dropbox, Google Drive, local drives), update master spreadsheets, and manually follow up on renewal offers. The coordination loop repeats weekly because no single system maintains current status. Automated lease management pulls expiration dates directly from lease records, triggers renewal notices 90-120 days before lease end, tracks resident engagement (email opens, portal logins), logs responses, and escalates non-responses after configured intervals. The 12-15 hours previously spent on manual tracking shifts to revenue-generating activities: touring properties, processing applications, coordinating move-ins. Seven best lease management software platforms compared Lease management platforms optimize for different operational profiles. A scattered-site single-family portfolio with multiple investors requires different functionality than a multifamily portfolio with standardized lease terms. Platform selection depends on portfolio size, property type mix, investor reporting requirements, and existing technology stack. Second Nature Second Nature integrates lease management with resident benefits rather than treating leases as standalone document workflows. The platform connects lease terms directly to service provisioning: when a lease activates, included benefits (like HVAC filter delivery, renters insurance, credit reporting, and utility coordination) are provisioned automatically without manual setup. Property managers can offer residents the choice to upgrade their lease enrolled services; for example, some residents might opt for higher-grade HVAC filters if a member of their family has asthma. The platform covers baseline lease management: document storage, renewal tracking, automated notifications, and compliance monitoring. The differentiation is lease terms trigger service delivery automatically. Lease execution triggers automatic service provisioning. A lease including HVAC filter delivery, renters insurance, credit building, and move-in concierge activates all four services when signed (no manual enrollment, no coordination across separate vendors, no follow-up to confirm activation). Lease termination ends services automatically. Second Nature offers a lease workflow that’s easier for residents to understand than a traditional PDF lease. By walking through each lease obligation and benefit, Second Nature helps residents engage with their lease, customizing options and understanding what’s expected of them during their residency. Automated date reminders and automations Second Nature provides reminders to residents who have not yet signed their lease. Second Nature also works directly with the property manager’s property accounting software to send out lease renewal documents when the time comes. Insurance lapses trigger automatic enrollment in backup coverage (typically included in RBP at $12-15/month), preventing the coverage gap that creates liability exposure. Billing adjusts automatically, with no manual follow-up required. Compliance tracking The platform maintains compliance documentation across all RBP services, including insurance certificate tracking, filter delivery confirmation, and credit reporting enrollment status. Owner compliance requests pull documentation directly from the system (no manual compilation from separate vendor records, no scrambling to prove coverage existed during a specific timeframe). Insurance compliance without automation means weekly certificate checks, manual follow-up on expired policies, and coordination gaps where coverage lapses before backup policies activate. Property managers typically discover lapses 2-3 weeks after expiration, creating liability exposure that owners rightfully question. Certificate monitoring with automatic backup enrollment closes the gap. When regulations change, Second Nature also allows property managers to push updates to their entire database of leases, rather than updating them individually to reflect new requirements. Document management and reporting Second Nature’s document management capabilities allow property managers to upload and tag leasing documents by property group. For example, they may have specific documents for single-family homes, and different documents for multi-family properties. Leasing agents can quickly upload addenda and other documents based on specific property conditions, like whether they have on-site laundry, whether appliances are included with the rental, and whether they have shared or individual utilities. Documents can then be sorted and updated based on their property group, and updates will automatically carry through to all new leases for properties in that group. Integration capabilities Bidirectional integration with property accounting software syncs lease terms, rent amounts, resident data, and billing schedules. Changes in either system update automatically: lease-enrolled services configured in Second Nature flow to accounting software, resident move-outs in the accounting system terminate services in Second Nature. Best for Scattered-site single-family and small multifamily portfolios where Resident Benefits Packages improve retention. The platform makes economic sense when RBP offerings (filter delivery, insurance, credit building) align with resident demographics: renters who value convenience services and credit-building opportunities show higher renewal rates. Pricing Second Nature's success-based pricing is based on portfolio size and which RBP services you include. The lease management capabilities come as part of the broader RXP platform rather than as a standalone product. Implementation timeline Fast implementation is a key differentiator for Second Nature, with specific timelines depending on portfolio size and historical data migration requirements. Dedicated implementation includes template configuration, integration setup, team training, and initial lease migration. Resident benefits are then enrolled on an ongoing basis as existing leases renew. Buildium Buildium has become the go-to all-in-one property management platform for independent managers and smaller PMCs. The lease management functionality integrates tightly with accounting, maintenance, and communication tools in a single system. All-in-one lease lifecycle management Buildium handles the full lease lifecycle in-house. You can create leases from templates, send them to residents for e-signature, store signed documents, track key dates, and automate renewal workflows. The system includes a library of state-specific lease templates and addenda, though you'll want your attorney to review them for your specific needs. Automated rent escalations and critical date reminders The renewal workflow in Buildium is straightforward and effective. The system identifies upcoming expirations based on your configured timeline (typically 60-90 days out), generates renewal offers with your specified rent increases, and tracks resident responses. You can configure automated reminder sequences that send follow-up emails to residents who haven't responded. For portfolios with consistent rent increase strategies, this automation works well. If you need complex escalation logic that varies significantly by property or owner, you'll handle it more manually. Compliance tracking Buildium tracks required disclosures by state and flags when leases need specific addenda. The system doesn't automatically update when jurisdictions change requirements. You'll need to monitor regulatory changes yourself or work with legal counsel. The platform does make it easy to apply updated terms across your portfolio once you're aware of changes. Document management and reporting All lease documents live in Buildium's document center with automatic organization by property and resident. The system maintains version history and provides audit logs showing who accessed or modified documents. Reporting shows lease expirations, renewal status, occupancy rates, and lease term analysis across your portfolio. Integration capabilities Because Buildium is an all-in-one platform, integration mainly matters if you're using specialized tools for specific functions. Buildium integrates with DocuSign for e-signatures and some third-party maintenance coordination tools. If you're using standalone accounting software, you'll need to evaluate whether Buildium's accounting module meets your needs or if you want to maintain separate systems. Best for Property managers with 20-500 doors who want a single platform handling accounting, leasing, maintenance, and communication. Buildium works well when your portfolio follows relatively standard lease terms and you don't need extensive customization for individual owners. Buildium struggles when you're managing 40 different investors with unique requirements. You end up maintaining 15 separate lease templates, manually selecting the correct one for each property. Pricing Buildium starts at $62 per month on their Essential plan. Implementation timeline For property managers starting fresh or migrating from purely manual processes, Buildium implementations typically run 2-4 weeks. If you're migrating from another property management platform, expect 4-8 weeks, depending on how much historical data you're moving and how complex your current processes are. AppFolio AppFolio targets larger property management companies and offers sophisticated lease management capabilities built for scale. The system handles complex lease structures, including commercial properties and mixed-use portfolios, alongside traditional residential leases. Enterprise-grade lease intelligence and automation AppFolio's lease management is built for complexity. The platform handles residential leases, commercial leases with complex escalation clauses, rent concessions, tenant improvement allowances, and multi-year terms with varied payment structures. The lease intelligence features automatically extract data from documents, populating key fields and making information searchable across your entire portfolio. This becomes increasingly valuable as you scale. Automated rent escalations and critical date reminders AppFolio's renewal and escalation logic is sophisticated. You can configure complex rent increase formulas based on CPI adjustments, market rate changes, property-specific factors, or resident payment history. The system can apply different escalation logic to different lease types or properties automatically. Critical date tracking covers everything from lease expirations to option exercise deadlines, with notifications routing to your team, owners, or residents based on rules you configure. You can add custom milestones specific to your operations beyond the standard rent escalation and insurance renewal reminders. Compliance tracking AppFolio maintains detailed compliance records and can track jurisdiction-specific requirements across different markets. The system flags when leases need specific disclosures or terms based on property location. Like most platforms, it doesn't automatically update when regulations change, but it makes applying updates across your portfolio efficient. Document management and reporting Document management in AppFolio handles large volumes without slowing down, maintains detailed version histories, and lets you control exactly who sees what. An owner can access documents for their specific properties without seeing anything else in your portfolio. You can also build custom reports that analyze whatever matters to your operation. The business intelligence tools surface patterns you might miss when looking at properties individually. Integration capabilities The system integrates with major financial institutions, various utility billing services, and numerous third-party tools. However, AppFolio works best when you're using its full suite. The platform prioritizes accounting, maintenance, leasing, and communication, all within the platform. Best for Property managers with 200+ doors, particularly those managing 500-5,000+ units across multiple property types. AppFolio handles the complexity of larger operations, mixed residential/commercial portfolios, and sophisticated reporting requirements that smaller platforms struggle with. The platform may make less sense for property managers with under 100 doors or those with very simple lease structures, unless you have plans to grow quickly. Pricing AppFolio doesn't publish pricing publicly, but it has a free trial for its three tiers of plans. Implementation timeline AppFolio implementations can run 2-4 months for mid-sized portfolios (200-500 units). As always, implementation time depends on the size of your portfolio and the complexity of data being migrated. Propertyware Propertyware focuses specifically on single-family and scattered-site property management. This makes it a strong fit for property managers dealing with individualized lease terms and geographically dispersed portfolios. Flexible lease management for scattered-site portfolios Propertyware's lease management emphasizes flexibility and customization. You can maintain unique lease templates for different owners while ensuring compliance and maintaining portfolio-wide visibility. The platform includes e-signature capabilities, automated document generation from templates, and document storage with version control. Automated rent escalations and critical date reminders: Renewal workflows in Propertyware are both automated and flexible. The system can run standardized renewal campaigns across your portfolio while allowing manual intervention when specific situations require it. Rent escalations can follow set formulas or be customized property-by-property. One investor wants aggressive rent increases on C-class properties but conservative increases on A-class to protect retention. Another wants flat $50 increases regardless of market conditions. Propertyware configures different escalation logic for each owner's portfolio while running automated renewals across all properties. Compliance tracking Propertyware tracks compliance requirements and lets you configure rules specific to different jurisdictions. The system can flag when properties in specific locations need particular disclosures or lease terms. You can also track owner-specific requirements to ensure each property meets its investor's standards. Document management and reporting Document management handles scattered-site operations with detailed audit logs and secure owner portals. Investors access documents for their specific properties without seeing your full portfolio. Reporting covers lease expirations, renewal status, and term analysis with customizable filters. Integration capabilities Propertyware integrates with numerous third-party tools, including various accounting platforms, tenant screening services, maintenance coordination systems, and payment processors. This flexibility lets you build a tech stack that fits your specific needs rather than being locked into one vendor's ecosystem. Best for Property managers with 100-2,000 doors in scattered-site single-family portfolios, particularly those managing properties for multiple investors with varying requirements. Propertyware handles the complexity of individualized lease terms without forcing everything into a standardized box. Pricing Propertyware starts at $1 per month, per unit. There are two additional tiers at $1.50 per month per unit and $2.00 per month per unit. Implementation timeline Typical implementations run 6-10 weeks, including data migration, template setup, integration configuration, and team training. The timeline can extend if you're moving from multiple disconnected systems or have significant data to move. Landlord Studio Landlord Studio targets smaller landlords and property managers with straightforward portfolios. The platform emphasizes simplicity and ease of use over functionality. Simplified lease management basics Landlord Studio covers lease management basics. Within the platform, the lease creation process is simple. You select a template, customize key terms, send it to the resident for signature, and store the signed document. The platform doesn't offer the sophisticated template management or complex automation you'll find in more developed systems. What it does offer is straightforward functionality without overwhelming features. Automated rent escalations and critical date reminders Rent increase capabilities are basic. You can schedule rent increases and the system will remind you when they're upcoming, but there's no complex escalation logic or market-based adjustment features. For portfolios with simple rent increase strategies (flat dollar amount or percentage each year), this works fine. Critical date reminders cover lease expirations and rent increase dates. The notification system is straightforward. You get reminders at intervals you configure, and you handle follow-up manually. Compliance tracking Landlord Studio includes basic lease templates by state, but doesn't offer sophisticated compliance tracking or jurisdiction-specific monitoring. You're responsible for ensuring your lease terms meet local requirements. Document management and reporting Document storage is organized by property with basic search and retrieval. Reporting shows upcoming lease expirations and renewal status, but doesn't offer the detailed analytics and business intelligence you'd find in more sophisticated platforms. Integration capabilities Landlord Studio offers limited integrations compared to more complete platforms. The system integrates with some payment processors and accounting software, but you won't find the extensive third-party connectivity of platforms like Propertyware or AppFolio. Best for Landlords and property managers with 1-50 doors who prioritize simplicity over sophistication. Landlord Studio works well if you have straightforward lease terms and want basic features without complex customization. Pricing Landlord Studio offers a free tier with limited functionality and paid plans starting at $12 per month. Implementation timeline Implementation is minimal. You can be operational in a few hours. There's little to configure and little training needed. DoorLoop DoorLoop positions itself as a modern, user-friendly property management platform for small to mid-sized portfolios. The offer is complete functionality with an emphasis on intuitive design. Clean interface matters when your team is entering dozens of leases weekly. If template selection requires navigating four menus and clicking through confirmation screens, your leasing coordinator spends valuable time per lease. At 40 leases monthly, you might spend 2 or more hours in unnecessary navigation. Modern and user-friendly lease workflows DoorLoop handles full lease lifecycle management, including document creation from templates, e-signatures, storage, and renewal automation. The platform includes a library of lease templates and addenda, with customization options for your specific needs. The user interface is notably clean and modern compared to some legacy platforms. A property manager could be up and running in DoorLoop within three days, compared to the two weeks with the previous platform they were using. Automated rent escalations and critical date reminders DoorLoop automates the standard renewal process from identifying expirations through escalating non-responses. Rent increases are configured as flat amounts or percentages. The calendar integration sends critical date reminders to your team and can be configured to notify owners of upcoming expirations for their properties. The notification logic is straightforward rather than highly customizable. Compliance tracking DoorLoop includes state-specific lease templates and tracks basic compliance requirements. The system flags when specific disclosures are needed based on property location. Like most platforms, it doesn't automatically update when regulations change, but it makes applying updates across your portfolio efficient once you're aware of them. Document management and reporting Document management is well-organized with automatic filing by property and resident. The system maintains version history and provides owner portals for investor access to documents. Reporting covers standard lease metrics with some customization options. Integration capabilities DoorLoop integrates with common tools, including payment processors, tenant screening services, and some accounting platforms. The integration ecosystem is growing, but not as extensively as more established platforms like AppFolio or Propertyware. Best for Property managers with 20-300 doors who want modern, user-friendly software without the complexity or price point of enterprise platforms. DoorLoop works well for managers who've outgrown entry-level tools but don't need the sophisticated functionality of AppFolio or Rent Manager. Pricing DoorLoop pricing starts around $69/month in their Starter plan. Implementation timeline Implementation typically runs 2-4 weeks for straightforward migrations. The user-friendly interface means training time is shorter than more complex platforms. DoorLoop provides implementation support and has strong documentation for self-service setup. RentRedi RentRedi targets small landlords and property managers with a mobile-first approach. The platform emphasizes functionality accessible from smartphones rather than requiring desktop computer access. Mobile-first lease management RentRedi covers basic lease management with document creation, e-signatures, storage, and renewal reminders. The platform is designed for mobile use, so the interface is simplified compared to desktop-focused platforms. Lease templates are straightforward and cover common residential situations. Customization options are more limited than other platforms, but sufficient for simple lease terms. Automated rent escalations and critical date reminders: Renewal reminders notify you of upcoming lease expirations, but the automation is basic. The system doesn't include sophisticated renewal campaigns or complex rent escalation logic. You'll handle most renewal communications manually, with the platform providing reminders and document management support. Compliance tracking RentRedi includes state-specific lease templates but doesn't offer compliance tracking or monitoring. You're responsible for ensuring lease terms meet local requirements. Document management and reporting Document storage is organized by property with mobile access. You can access lease documents from your phone, which is convenient for on-the-go property management. Reporting is basic because your upcoming expirations and renewal statuses come without detailed analytics. Integration capabilities RentRedi integrates primarily with payment processors for online rent collection. The integration ecosystem is limited compared to other platforms. Best for Small landlords with 1-20 doors who manage properties on the go and prioritize mobile access. RentRedi works well if you don't need sophisticated automation or customization, and you value being able to handle lease management from your phone. Pricing RentRedi offers plans starting at $5 per month, with a Growth plan billed at $29.95 monthly. Implementation timeline Implementation is minimal. The mobile-first design means less to configure and less training needed. Best lease management software: Key factors to consider Portfolio size and complexity Door count and lease complexity determine appropriate functionality. 30 simple residential leases require basic document storage and renewal reminders. 500 doors with varied terms, multiple property types, or commercial components require sophisticated automation, complex escalation logic, and robust reporting. Platform capabilities should match operational complexity, not exceed it. 15-door single-family portfolios overpay for enterprise features. 800-door mixed-use operations require sophistication that basic platforms can't deliver. Integration requirements If you've already invested in accounting software, maintenance coordination tools, or screening services, prioritize platforms that integrate smoothly. Ripping and replacing your entire tech stack rarely makes sense. Integration quality varies significantly. Bidirectional sync (changes in either system update automatically) eliminates manual reconciliation. One-way sync or periodic batch updates create reconciliation gaps. Third-party middleware connectors (Zapier, custom APIs) introduce failure points and maintenance requirements. Team capabilities and training time Consider your team's technical sophistication and available training time. The most powerful platform becomes useless if your staff can't or won't use it effectively. A PMC buys sophisticated software, spends $15,000 on implementation, and then half the team keeps using the old spreadsheet system "just as backup." Within three months, they have duplicate data everywhere, nothing matches, and nobody trusts either system. Owner expectations Some investors want constant visibility into their properties. Others trust you to handle details. Choose software that makes it easy to deliver the reporting level your client base expects. If you manage properties for 50 different investors who all want different reports and different access levels, you need a platform with effective owner portal functionality and customizable reporting. If you manage three investors who trust you completely and want a quarterly summary email, that sophistication is a wasted expense. Mobile access requirements Property managers conducting site visits, coordinating maintenance, or showing properties require mobile access to lease information, contact details, and documentation. Platform mobile capabilities range from full-featured apps (document access, signature collection, task management) to basic viewing functionality requiring desktop access for most operations. Growth trajectory Buying software purely for today's needs is shortsighted, but paying for enterprise features you won't use for five years doesn't make sense either. Look for platforms that can scale as you do without requiring complete migrations. Choose a platform that handles your current portfolio plus 50-100% growth. If you're managing 100 doors and plan to reach 200 doors in three years, make sure your chosen platform handles 200 doors effectively. But don't buy enterprise software designed for 5,000 doors if you're at 100 doors with no immediate plans to scale dramatically. Total cost beyond subscription fees Don't evaluate platforms on monthly subscription costs alone. Factor in implementation costs, training time, integration expenses, and the opportunity cost of learning curve inefficiency. A property manager in Nevada could choose the cheapest platform option to save $150/month compared to the alternative. Implementation then takes three times longer than expected, requires hiring a consultant, and her team will struggle with the clunky interface for six months. When calculating the true cost, she will have spent $12,000 more than if she'd chosen the slightly more expensive platform with better implementation support and user experience. Implementation practices for the best lease management software Start with clean data. Don't migrate messy data into a new system. Use implementation as an opportunity to standardize, correct errors, and establish better practices going forward. Review your lease templates before migration. Identify inconsistencies. Decide which version of the terms becomes your standard. Clean up your contact data. Verify resident information is current and accurate. This upfront work prevents months of cleanup later. Phase your rollout strategically. Consider implementing in stages rather than flipping a switch across your entire portfolio. Start with one property type or a subset of owners, work out the kinks, then expand. Pick your five most tech-savvy owners for phase one. Get their properties migrated, train their residents on the new portal, and work out any workflow issues. Once that's running smoothly, expand to the next group of owners. By phase three, when you're onboarding your most change-resistant owners, you'll have worked out all the problems and can show them proof that the system works from owners who've already transitioned successfully. Invest in proper training. Budget real time for training. Your team needs to understand not just how to use the software, but why the new workflows matter. The operations manager who's been doing things manually for 10 years won't change habits without clear reasoning. Set clear migration timelines. Establish specific dates when old systems will be retired. Running parallel systems "just to be safe" inevitably leads to duplicate data and teams reverting to old habits. Communicate clearly with stakeholders. Residents, owners, and team members all need to understand how the new system affects them. Will residents get a new portal login? Will owners receive different reports? Will team workflows change significantly? Manage these expectations proactively. Don't surprise residents with a new portal the day their lease renewal is due. Don't wait until an owner asks for a report to explain the new format. Why the best lease management software includes Resident Benefits Packages A Resident Benefits Package like Second Nature's creates opportunities within your lease management approach. An RBP connects lease terms directly to services residents value. When HVAC filter delivery, renters insurance, credit building, resident rewards, identity protection, and more are documented in your lease as part of a benefits package, several things happen: Instead of separate addenda for insurance requirements, filter change responsibilities, and utility setup procedures, you're documenting a single benefit package. Residents understand what they're receiving, and your lease terms are clearer. When filters arrive automatically at residents' doors every 60-90 days, you eliminate ambiguity around who's responsible for filter changes. A property manager can avoid a dispute that could cost $3,000 in HVAC repairs without the filter delivery being documented in the lease terms. A resident can claim the PM was responsible for all HVAC maintenance, including filter changes. But documentation shows installation remains the resident's responsibility. Residents who value tangible benefits like filter delivery and credit building are more likely to renew. Hive Real Estate saw 40% more on-time payments by adding perks and ease of access to the customer benefits package. From a lease management perspective, an RBP is a complement that makes lease terms more valuable to residents and easier to execute for property managers. Choose the best lease management software for your team and residents Second Nature connects your lease terms directly to services residents actually value. When you sign a lease that includes Second Nature's Resident Benefits Package, services activate automatically. The result is lease management that delivers tangible value and improves renewal rates while reducing the strain on your operations. Want to see how Second Nature can integrate into your lease management process? Book a free 30-minute demo and discover how connecting lease terms to resident benefits can increase satisfaction for your team and your residents. FAQ What is lease management software? Lease management software centralizes the entire lease lifecycle, from drafting through renewals and move-outs. It stores documents, tracks key dates, automates notifications, integrates with accounting systems, and maintains audit trails. Property managers see fewer missed deadlines, better standardized terms across portfolios, and demonstrated compliance on demand without manual tracking. How much does lease management software cost? Pricing varies significantly based on portfolio size and feature depth. Factor in implementation costs, training time, and integration expenses beyond subscription fees. Can lease management software integrate with accounting systems? Integration capabilities vary significantly by platform. Most modern lease management systems integrate with popular accounting software like QuickBooks, though integration depth differs. Some platforms like AppFolio and Propertyware offer native, bidirectional sync that automatically updates rent rolls and lease terms across systems. Others, like Landlord Studio and RentRedi, have limited integration requiring manual data transfer. Evaluate integration capabilities carefully before selecting software, as disconnected systems create more work instead of less. Do residents need to access the lease management software? Resident access varies by platform and your preferences. Most systems offer optional resident portals where tenants can view lease documents, sign renewals electronically, and access important information 24/7. This self-service capability can reduce your support burden and improve resident experience, but it can also lead to frustrating calls from residents who can’t access their portals. You can use lease management software effectively for internal operations even if residents never directly access the system. Mobile-first platforms like RentRedi emphasize resident access, while others focus primarily on property manager functionality. How long does it take to implement lease management software? Implementation timelines range from hours to several months, depending on platform complexity and portfolio size. Simple platforms like Landlord Studio and RentRedi can be operational within hours with minimal configuration. Mid-tier systems like Buildium and DoorLoop typically require 2-4 weeks, including basic data migration and team training. Platforms like Propertyware need 6-10 weeks for full implementation. Enterprise systems like AppFolio often require longer, including complex data migration, extensive configuration, integration setup, and team training. Time investment includes data cleanup, template standardization, workflow configuration, and testing before going live across your portfolio. What's the difference between property management software and lease management software? Property management software is a full platform that handles all operational aspects. Lease management software focuses specifically on the lease lifecycle, including document creation, e-signatures, storage, renewal automation, and compliance tracking. The choice depends on whether you prefer an integrated suite or best-of-breed tools for specific functions.

Calendar icon November 12, 2025

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The Why and the How of Nestwell’s Homebuying Assistance Program

At Nestwell, we believe firmly in the power of real estate to create not just individual financial wellbeing, but generational wealth. That’s one of the core reasons that we’ve developed Evernest, our homebuying program for residents who are looking to make the jump into ownership. We offer a credit to residents who use one of our real estate agents to purchase their home, and in doing so we’re helping to build a stronger path to financial wellness, happier residents, and a true triple win experience. Why offer a homebuying program? At Nestwell, we truly believe that anyone can be a homebuyer. Unfortunately, for many renters, there’s a belief that homeownership will simply never be for them. There’s a persistent narrative that they’ll be renting forever, never able to take the next step. We don’t want that to be the truth, and we don’t believe it to be the truth. We primarily manage A and B class housing, so if our residents are consistently paying rent on time, they’re probably a lot closer to homeownership than they might realize. That’s why we want to plant the seed of home ownership to break any limiting beliefs and provide an option for our most qualified residents. How it works When we designed our program, we decided not to build a system where residents earn credits with each month’s rent payment. Instead, we looked at the financials behind the program. As a property management company, we make consistent income from each rent check, but as a real estate company, we also receive compensation when people buy homes with us. So we wanted to focus on that sale rather than maximizing rent payments. In return, we’re willing to give a portion of those earnings back to the resident. We give a portion of our real estate commission back to the residents as a credit, and, packaged with credits from the preferred lenders we work with, residents can save up to $6000. We’re taking the long game approach, looking to earn those sales rather than keep qualified buyers in leases just so that they can “earn” credits with us. We consider the whole homebuying program to be a part of our resident benefits package, and it’s open to all of our residents, so long as they’re in good standing. For those residents who might not be as close to purchasing due to credit, we have a credit boosting program and also partner with credit repair companies to help residents overcome any financial or credit hurdles. Integrated into our entire process Our homebuying program isn’t something we bury deep in a resident handbook. Instead, it’s something we want to promote as much as possible, and make sure that residents truly understand it. We educate residents at every step of the resident lifecycle. When we show homes to applicants, we talk to them about the Evernest program. When they sign a lease, not only do we include the addendum, but we reemphasize how the program works. When we move them in, we give them more content that spells out the opportunities of the program, and link them to resources where they can learn more. Next, after about 90 days, our real estate agents divvy up our list of newer residents and reach out to touch base with them and ask about their experience with us so far. If they get a positive response, they introduce themselves as a real estate agent and let the resident know that they’re available when it comes time to purchase a home. In many cases, our leasing agents are also real estate agents, so they serve as a consistent point of contact from the very beginning. We emphasize the program again during quarterly walkthroughs, asking residents whether they like their home, neighborhood, and if they’re hoping to stay long-term to put down roots. Then, with about 90 days left before their lease is up, we evaluate whether they’re going to be a serious candidate for the program. Our goal is to identify the best candidates and really engage with them in one-on-one conversations, rather than casting a net that’s too wide. Benefits across the business Nestwell has seen plenty of benefits from our homebuying program, and not just on the financial side. Whether it’s operational improvement, resident satisfaction, controlling the lease renewal workloads, or reputation, it’s been a boon all around. Creating more lead time to fill vacancies Our goal is never to encourage good residents to break their leases. With that said, especially during periods where the market is hot, if someone wants to buy a home and they find one that’s right for them, they’re going to break that lease anyway. We might as well get ahead of it, be in control of the narrative, and know what’s coming. If the property management arm of our business is properly communicating with the real estate arm, we have more notice, we can help control when that resident vacates, giving us more lead time to prepare for a turn, market that property, and get it filled sooner. We can keep costs lower for both the resident, the investor, and ourselves, and create a triple win in the process. Improving resident satisfaction Providing up to $6,000 in homebuying credit is obviously going to help your residents feel a bit better about you. Even if they don’t end up using it, just knowing it's there can help shape their perception of you. But one thing we didn’t expect is how much the program has helped us manage the residents who don’t like us. We’ll occasionally get complaints from residents about property evaluations, maintenance, or lease obligations that they feel are burdensome. Now, we have the opportunity to take that pain and reframe it. Our response isn’t something like, “Too bad, this is what you signed up for when you signed your lease.” Instead, we can say, “hey, it sounds like you would be a whole lot happier as a homeowner. Let’s see how we can make that happen.” Building an investor pipeline With other residents, the program gives us the opportunity to turn them into real estate investors. Sure, that first home might be their primary residence for a while, but down the line they may decide to turn it into an investment property. We’ve had former residents come back to us years later with a small portfolio of properties that they need help managing, and they’ve said things like, “I remember when I was a resident, and you did regular walkthroughs every quarter. It was obnoxious at first, but you were fair about what you withheld from my security deposit. You had a great real estate team. Now, as a homeowner, I understand the reasons for all of that, and I need someone like you who will treat my residents well and behave professionally.” They remember our management style and their experience as a resident so well that they trust us to manage their new investment. Expanding our company Finally, our homebuying program helps us build a stronger reputation not just as great property managers, but as real estate agents who are easy to work with and go the extra mile. We want to make it known that we’re not just property managers, so creating a pipeline of clients for the real estate portion of our business is extremely valuable. Final thoughts Creating a homebuying program can feel like an overwhelming proposition. The good news is, there’s no single right way to do it. We built a program that was right for Nestwell, but plenty of companies have taken their own approach and seen similar success. Here’s my biggest advice if you decide to take the leap: Educate your residents: Make sure your residents know about and understand the program. Don’t bury it deep in some corner of your website; make sure people can actually make sense of—and make use of—the program. Focus on the resident experience: One of the biggest benefits of a homebuying program is how much it improves resident satisfaction. Don’t undercut that by nickel and diming them, making them jump through unnecessary hoops, or creating a bait and switch situation. Put yourself in their shoes, walk through what that homebuying experience actually looks like, and optimize it to make it as delightful as possible. Measure success across the whole business: Especially if you’re investing a lot of time and money into a homebuyer program, make sure you’re not just looking at a singular ROI metric. Take a broader view of how the program is impacting your business, whether it’s brand building, referrals, an increase in applications, or something else entirely. Remember, you can always start small, expand the program, and make changes along the way. Talk to your residents, hear them out, and do what you can to deliver the best experience possible.

Calendar icon November 11, 2025

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Small Gestures, Big Impact: How JWB’s “Love Budget” Builds Connection and Joy

At JWB, we’re always trying to build a company that people love to work for, and that residents love to work with. A little bit over two years ago, we made a change to our property management team’s policy that built on both of those, empowering our PMs and driving more unexpected delight for our residents. The premise was simple: we wanted to find a way to give property managers more discretion over the little things they can do for residents. The result was a dedicated budget for each PM that they can spend however they want, as long as it’s to provide an extra boost to residents. Integrating with our personal approach JWB has always taken the approach that real estate and property management are inherently personal businesses. That’s why one of our core values is “People first.” We go above and beyond to connect with our residents, build a rapport, and develop a relationship that goes beyond just transactional steps. A welcome survey that goes beyond just the basics One way that we do that is with our welcome survey. When a new resident moves in, we send them a simple survey that goes beyond just logistical information, and asks questions like: What do you do for fun? What’s your favorite restaurant in town? What’s a charity that means a lot to you? Do you prefer coffee or tea? What’s your favorite flower? We frame this as a get-to-know-you, telling our residents that, because we often sign three-year leases, we want to get to know them more closely. We know life happens, and we want to be there with them through the ups and downs. Think about your own life and all the things that have changed or happened in those last three years. Putting those personal details to use We then store their answers in our property management system so that anyone on the team can easily access them. That means that when a resident calls into the office or sends us an email, we have a whole list of conversation starters to make things more personal. The next logical step, though, was finding a way to use those facts to create meaningful moments down the line. How could we truly go above and beyond, more than just having something to talk about when we pick up the phone? That’s where our gifting budget came in. Introducing the “love budget” We’ve always tried to bring an extra bit of joy to our residents, in part because it helps drive renewals. One way we approach this is by incentivizing renewals with upgrades to the property, which give the resident a nice boost to their living situation, but also create wins for the investors. We even had a dedicated budget item for incentives like this. When we were looking for more ways to give a little bit extra to our residents, we held a resident experience workshop. One of the biggest learnings we had coming out of that was that our property managers wanted the opportunity to do things outside of the renewal period. There were points throughout the lease where they wanted to give their residents a surprise. It could be a hard time or a happy time—it didn’t really matter. The question for us as business leaders was, “How can we do this in a way that empowers the property manager to make decisions, but also keeps the cost to the business reasonable?” Ultimately, we chose to carve out a piece of our larger incentives budget and give PMs the discretion to use it however they wanted, on whichever residents they wanted. We called it the “love budget” (the name was also chosen by the property management team) and put it into practice about two years ago. Our property managers can break up the budget across multiple residents, or they can decide to spend it all on one thing. It can be a gift card, a rent credit, concert tickets, flowers, a donation… it really doesn’t matter how it’s spent. But PMs do have to spend it. We track each individual’s budget, and if they aren’t using it, we follow up with them and make sure they plan to use it before the end of the month. Building competitive advantage One of the other considerations we had when we developed the program was how it would stand out in the market. We wanted to differentiate from any other company in town. The way I see it, there are plenty of great PMs who do wonderful things, but we want to do things that we can look at and confidently say “no other property manager in our market is going to do this”. Not only did this help us stand out on its own, it also gave us some great material that we could use from a marketing and PR perspective. There were some fantastic examples of really impactful things we did for our residents, and we’re able to track those and promote them later. Ultimately, we want to show that we support people through more than just housing. These residents are not just numbers to us. Empowering our property managers Before we implemented the love budget, our property managers did still have a way to give gifts and surprises to their residents, but the process was clunky. Basically, they could bring up ideas that they wanted to execute on, and then their supervisor would have to decide whether or not to approve it. The big shift was putting power in the PM’s hands. Our belief was that our boots-on-the-ground property managers should be able to do this quickly, on the fly, while they’re on a phone call with someone. Jumping through approval hoops just delays and waters down the impact. They’re closest to the decision being made so they should be making the decision themselves. It’s also really gratifying for the property manager to know that they have decision-making rights. They feel empowered, and they get to go home at the end of the day and say, “Yes, my job can be really hard, but today I got to do something kind and meaningful that someone’s going to remember.” There’s science behind giving that suggests iIt can be more satisfying to be on the giving side than the receiving side. We want our property managers to feel that satisfaction. It gives our team a lot of pride in what they do, which makes them want to work better and give an even better experience to our residents. How it comes to life One of the coolest things about this program is that we’ve seen so many different creative things our property managers have done. Giving them the freedom to do what they feel is going to be most impactful for the residents that they’ve developed relationships with is so much fun to see. Here are a few unique examples of how our property managers have used their love budget: One resident—an older woman—had been in the unit since before we managed it. For her 90th birthday, her property manager ordered a huge bouquet of flowers and hand delivered it to her door. The PM took a photo with her and shared it with the team and it really motivated people and impacted them. Another resident’s son was having a birthday, and he loved Spider-Man. The property manager personally curated a gift basket with all things spiderman. That resident still mentions it any time she comes into the office, mentioning that her son still loves his Spider-Man pajamas. One family with young kids mentioned that the kids really loved animals, so we gave them an annual membership to the zoo. They could go as often as they wanted without having to worry about the cost. Creating a personal touch at any scale The reason that I love our program so much isn’t because we’ve invested a ton of money into it. It’s just that it reaches our residents in meaningful, personal ways. Regardless of the scale or financial position of your business, it’s the thought that counts. That might sound incredibly cliché, but it’s true. Ask yourself, how are you taking the time to learn enough about your residents that you can add a simple touch? How are you providing a more personalized experience than they’d get from anyone else? I honestly think that even just asking a simple question like “how’s your grandson’s soccer season going?” can go a long way, and that’s completely free. The key is to get out of the transactional mindset and get personal. At the end of the day, this business isn’t about doors or leases — it’s about people. And when your team feels empowered to lead with empathy, you create something that spreadsheets can’t measure: loyalty, pride, and genuine human connection. Looking to create a more engaging, personalized resident experience? Schedule a demo of Second Nature's Resident Experience Platform to see how.

Calendar icon November 6, 2025

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