Why Maintenance Quality is the Biggest Factor in Resident Renewals
As property owners, we often focus on marketing, pricing, or amenities when it comes to attracting residents. But keeping them? That largely comes down to one thing: how well you handle maintenance.
A recent study of over 110,000 residents confirmed that maintenance quality is the single strongest predictor of lease renewals. Residents who reported smooth, timely repairs renewed their leases at much higher rates, while those who experienced delays, repeated follow-ups, or poor communication were 68% more likely to move out.
The Hidden Cost of Churn
Every time a resident doesn’t renew, it costs more than you think:
- Vacancy loss, marketing, turnover prep, staff time – averaging $4,200–$8,100 per unit.
- Rent compression: churned units rent for 3–7% less, while renewals often secure 4–8% increases.
- That’s a $2,880 annual swing per unit, even before you factor in stress and lost time.
The First 90 Days Count the Most
The study shows that the first three months set the tone for the entire lease. Early maintenance issues – especially with HVAC, water, and appliances – nearly double the chance of a resident leaving after year one.
Owners Can Take Control
Here are four strategies proven to improve renewals and protect your NOI:
- Fix issues before move-in – Prevent the most common problems (AC, water, toilets, appliances) with proactive checks.
- Speed matters – Set assignment time goals (2 hours for emergencies, 4 hours for urgent requests).
- Invest in preventative maintenance – Especially before peak weather seasons.
- Choose vendors strategically – Track performance and prioritize the fastest, highest-quality providers.
The Bottom Line
Maintenance isn’t just about keeping units livable. It’s about protecting your cash flow and property value. By focusing on speed, quality, and prevention, you can turn maintenance from a cost center into your most powerful retention tool.