Apartment Trends Magazine September 2015 | Page 39

RESIDENT RETENTION
AMANDA CUPP, one call now

Top 10 resident complaints... and what to
do about them
In other words, resident relations with apartment community staff is a critical customer satisfaction factor. Failure to respond to maintenance
or other requests, lack of enforcement of leash laws
and other rules, and an overall deficit of efficient,
effective communications account for a significant
amount of resident disgruntlement, and yet could
be ameliorated through some simple corrective
measures.

KEY TAKEAWAYS
It’s a fact of apartment life: residents will occasionally be unhappy. After all — regardless of
what spot it claims on the list — a