After years of tight supply and elevated rent growth, many renters now have more options—and property managers are under more pressure to compete on experience, service, and trust.
According to the AppFolio 2026 Renter Preferences Report, 39% of renters plan to move in the next 12 months, up from 35% last year. At the same time, national vacancy rates have reached a modern peak, and rent growth remains subdued in many markets. For multifamily operators, that combination makes retention a core performance strategy.
The New Baseline for Resident Experience
The report, based on a survey of 3,002 U.S.-based renters, identifies several areas where operators can better align with resident expectations: maintenance, communication, digital access, lease transparency, and value-added resident services. Together, these factors point to a broader change in how renters define a strong living experience. It’s no longer enough to provide a well-located unit at a competitive price. Renters increasingly expect responsiveness, convenience, clarity, and services that support their day-to-day lives.
Maintenance as a Trust Builder
Maintenance remains one of the clearest drivers of the resident experience. Among renters who are satisfied with maintenance, 56% say they plan to stay on their current lease, compared with 31% of those who are unsatisfied. Speed matters, but so does visibility. The report found that 79% of residents who are satisfied with maintenance say issues are resolved within a few days or less, while 53% of those dissatisfied with maintenance report waiting weeks or more.
For operators, the implication is straightforward: Every work order is an opportunity to drive retention. Fast intake, transparent updates, and consistent follow-through can help reinforce confidence in the property management team.
Digital Access and Transparency Are Table StakesDigital Access and Transparency Is Table Stakes
Technology also plays a growing role. Online portals, digital move-in tools, and automated communication are becoming part of the baseline resident experience. The research found that 84% of residents prioritize access to an online portal, yet only 59% have access to one. Digital move-in services show a similar gap: 64% of residents say they are important, but only 31% report availability.
These gaps create a competitive opening. In a market where renters have choices, the move-in moment is an early opportunity to establish trust. A guided digital experience can reduce friction around lease signing, utility setup, insurance, payments, and other essential tasks. It can also give residents a clearer understanding of what’s included in their lease, what services are available, and what they’re paying for.
That transparency is critical. Ninety-five percent of residents say a transparent lease-signing experience—one that clearly details base rent, amenities, policies, and additional service costs—is essential. This is especially important as more operators consider offering an additional suite of paid services to improve the living experience, typically within the lease. Renters may be open to paying for additional services, but they expect a clear explanation of the costs and benefits upfront.
The Resident Services Opportunity Gap
The report also highlights a significant opportunity around additional services offered within the lease. Seventy-eight percent of residents say these services are an important factor when evaluating a new rental, but only 33% have access to one. That 45-point gap is one of the most compelling findings in the report. It suggests that many renters are looking for more support from their property manager than they currently receive.
Services such as renter’s insurance, group-rate internet, credit-building tools, identity protection, and renter rewards programs can help make the rental experience more convenient and predictable. Some services may also support better property operations. For example, residents with air filter delivery included in their lease are nearly twice as likely to change the filters every three months compared with nonusers.
From Amenities to Total Experience
The larger takeaway is that renter preferences are moving beyond amenities alone. Today’s renters are evaluating the total experience: how easy it is to move in, how quickly issues are resolved, how clearly fees are communicated, and whether the property manager provides services that make daily life easier.
For real estate operators, performance increasingly depends on execution at these touchpoints. The properties that stand out will be those that combine operational discipline with a resident experience built on clarity, responsiveness, and practical value. To explore the full findings, check out the AppFolio 2026 Renter Preferences Report.