Heartland Feature Archive

By Diane Batayeh, Village Green To be successful at multifamily property management involves equal parts of communication, alignment and trust. There are several stakeholder groups to consider when making decisions about how best to operate and set up an apartment community for long-term success. Between residents, employees and owners, there are differing and sometimes conflicting objectives and perspectives to consider. In today’s quickly evolving multifamily landscape, satisfying everyone can be challenging and it requires a delicate balance to maintain all stakeholders’ satisfaction while also achieving their respective goals.  With the right approach, however, multifamily executives can successfully navigate the wants and needs of all parties and effectively sustain their trust and satisfaction while positioning the property to achieve economic success. Fostering connections  In multifamily property management, everything matters — from the property’s aesthetic appearance to the friendliness of onsite staff to the property’s digital identity and website navigation experience. These touchpoints are often referenced by both prospects and residents when evaluating their living experience, making it imperative to maintain and uphold a positive impression. To protect a property’s reputation and best serve residents, it’s critical to remain aware of their impressions through regular resident surveys that measure preferences and satisfaction …

Necessity has sparked innovation across the multifamily sector. Property managers are implementing new technology platforms to streamline leasing, maintenance and resident communications because of rising operating costs, says Jim Cunningham, president of Naperville, Illinois-based Marquette Management, which owns or manages nearly 16,000 units across eight states.  Operating costs increased 7 percent last year, according to CBRE. Rising insurance costs are one of the primary drivers. Property managers are also embracing technology to enhance resident satisfaction. Wendy Deetjen, vice president of Habitat’s market-rate portfolio, says that today’s renters expect more convenience, personalization and instant communication than in the past. Chicago-based Habitat manages more than 13,000 units across Illinois, Michigan and Minnesota.  “Reputation management and resident engagement remain critical, and while staffing challenges persist industrywide, automation helps our teams focus on what matters most — delivering excellent service and building stronger communities,” says Deetjen. The automation and problem-solving capabilities that come with artificial intelligence (AI) free up property managers to devote more time to other tasks. This advancement is especially beneficial at a time when the labor supply is low.  Cunningham says that labor in multifamily management remains tight but is improving. The industry faced a 4.1 percent turnover rate in 2024, …

By Becky McLaughlin, WithMe Inc. As the seasons change, so do your residents’ needs and desires. Providing amenities and planning events that align with these shifting demands can be a game-changer for property managers. In fact, resident events have been shown to boost satisfaction, improve online reviews and impact lease renewal decisions, making them an essential tool for long-term property success. According to WithMe Inc.’s 2025 amenity outlook survey, which gathered insights from senior multifamily professionals at the country’s top property management companies, including Bozzuto, Greystar and Willow Bridge, there is a rise in resident demand for multipurpose spaces where they can relax, connect with neighbors and work. Finding ways to transform these common spaces to align with the changing seasons not only enhances resident satisfaction but also fosters a vibrant community atmosphere where people feel empowered to live, work and play year-round. Warming up the cooler months As temperatures drop, residents tend to spend more time indoors, increasing foot traffic in the lobby and shared spaces. This presents the perfect opportunity to transform these areas into cozy spots where they can comfortably work, connect and unwind. Imagine plush seating, soft lighting and a hot coffee and cocoa amenity that …