INTRODUCTION:
Renter Preferences Are Shifting, and Retention is Getting Harder
More renters plan on moving over the next year, raising the stakes for retention between now and mid-2027 at the properties you manage.
Evolving market conditions are giving renters more options—and more opportunities to find better value:
- Increased supply is still working its way through many markets, with 488,000 new multifamily units having been completed in 2025 alone.
- In addition, renters face growing financial pressure, with 22.7 million households spending more than a third of their income on housing costs.
Put together, what does this mean? In 2026, renters are more willing to move if their current rental doesn’t deliver clear value.
Key Renter Trends in 2026
28%
of renters plan to move between mid-2026 and mid-2027, up from 18% last year
24%
of renters remain undecided, shrinking the window to influence renewal decisions
24%
of renters say maintenance is the most stressful part of the resident experience
84%
of renters expect a response from their property manager within 24 hours
29%
of renters report difficulty keeping up with household bills, up from 14% in 2025
98%
of renters ages 80 and under are open to completing rental processes online
Buildium’s survey of 1,500 renters shows that moving decisions are increasingly shaped by the factors property managers can control: maintenance, communication, and the overall experience renters receive for the rent and fees they pay.
While location still drives many moves, service quality, responsiveness, and perceived value are key reasons renters decide to stay or leave.
For property managers, that means staying aligned with the market by keeping rent competitive, improving service quality, and delivering a more consistent resident experience.
Property management platforms can support these efforts by centralizing communication, tracking maintenance performance, automating workflows, and giving teams visibility into renters’ overall experience before they decide whether or not to renew.
What Renters Want from Property Managers in 2026
NO. 1Fast, reliable responses to maintenance requests
NO. 2Clear and consistent communication
NO. 3Transparent pricing and a strong sense of value
NO. 4Easy, convenient ways to pay rent and manage their account
NO. 5A rental experience that feels predictable and well-managed
FINDING #1:
More Renters Plan to Move for Value, Raising the Stakes for Retention
More renters have already made up their minds about moving than in years past, leaving property managers with a smaller—and more time-sensitive—window to influence renewal decisions.
28% of renters plan to move between mid-2026 and mid-2027 (up from 18% last year), while just 24% of renters remain undecided (down from 33%), significantly reducing the pool of renters who can still be influenced.
More Renters Plan to Move, While Fewer Remain Undecided
| 2026 | 2025 |
|---|
| Plan to move | 28% | 18% |
| Not sure yet | 24% | 33% |
| Plan to stay | 48% | 50% |
Source: Buildium’s 2026 Renters’ Survey
Though location remains the primary driver of movement, the data shows that perceived value—not amenities—is the second-most important factor driving renters’ decisions to move.
- 41% of renters who plan to move will do so to change locations
- 32% of renters who plan to move will do so for lower rents or better value
- Only 24% of renters who plan to move will do so for better amenities
Location Drives the Most Moves—But Value is the Second-Largest Driver
Moving to a new location
41%
Moving for lower rents/better value
32%
Moving to a rental of a different size
26%
Moving for better amenities
24%
Plan to purchase a home
20%
Dissatisfied with rental experience
20%
Moving due to changes in household
15%
Source: Buildium’s 2026 Renters’ Survey
This reinforces a key dynamic: While property managers can’t control location, they can directly influence the experience and value that renters associate with their current property. That includes how your pricing stacks up against nearby rentals, which amenities are included, and whether the experience matches the cost.
Together, these trends show that retention is becoming both more competitive and more time-sensitive, requiring earlier engagement and more consistent execution across the resident experience.
For property managers, this means retention must shift from reactive to proactive, identifying risk earlier and addressing experience gaps before renters finalize their plans.
Manager Takeaway
Don’t wait until renewal season—start identifying risk earlier by tracking unresolved maintenance issues, slow responses, and renters raising concerns about cost or service.
What renters want
- A rental experience that consistently meets expectations
- Clear value for the rent and fees they pay
- Fewer unresolved issues leading up to renewal decisions
What property managers can do
- Start renewal outreach earlier—ideally 90 to 120 days before lease expiration—using automated workflows to flag upcoming renewals and trigger outreach at the right time
- Use reporting tools to track patterns like unresolved maintenance requests, repeated follow-ups, and response delays to identify renters who may be at risk of moving
- Centralize resident data and communication history in one system so your team has full visibility into each renter’s experience before renewal conversations begin
FINDING #2:
Maintenance is the #1 Driver of Renter Satisfaction
Among all of the factors analyzed in this report, maintenance has the most direct and measurable impact on renter satisfaction, perceived value, and renewal decisions.
Renters who are satisfied with maintenance are:
60%
more likely to recommend their property manager to a friend
57%
more likely to plan on renewing their lease
48%
more likely to perceive their rental as having good value
At the same time, maintenance remains the biggest source of friction:
24%
of renters identify maintenance as their top source of stress
25%
of renters report dissatisfaction with completion of maintenance and repairs
39%
of renters say better maintenance follow-through is the leading factor that would improve their experience
Maintenance is Renters’ Top Source of Stress
- 01
Submitting a maintenance request/waiting for a fix
- 02
Making rent payments each month
- 03
Communicating with property manager/landlord
- 04
Putting down a security deposit
- 05
Moving into/out of a rental property
- 06
Having the property inspected
- 07
Applying for a rental property
- 08
Searching for/touring a rental property
- 09
Signing a lease
- 10
Renewing a lease
Most stressful
Least stressful
Source: Buildium’s 2026 Renters’ Survey
The root issue isn’t just the repair itself—it’s the experience surrounding it. Delays without explanation, lack of updates, and a need for repeated follow-ups create uncertainty that erodes trust.
Maintenance is a high-leverage driver: When it breaks down, satisfaction, value, and retention decline significantly, making it one of the most effective areas to improve renewals.
Notably, maintenance is the area where renters are most open to automation, making this a top area of opportunity for tech adoption in the resident experience.
Maintenance is the Top Area Where Renters Want Property Managers to Improve
Better follow-through on maintenance requests
39%
Responding to messages faster
27%
Making payments more easily
25%
Making fees or charges clearer
18%
Making information/documents easier to find
15%
Source: Buildium’s 2026 Renters’ Survey
Manager Takeaway
If you improve only one part of the resident experience, start with maintenance follow-through—especially how quickly requests are acknowledged, updated, and resolved.
What renters want
- Clear timelines on maintenance requests
- Regular updates on repair status
- Less need to follow up repeatedly
What property managers can do
- Use an online maintenance portal to allow residents to submit requests, attach photos, and track progress in real time
- Automate updates at key stages—request received, assigned, delayed, and completed—to reduce follow-ups and improve visibility
- Track maintenance performance metrics like response time, time to completion, and backlog by property to identify bottlenecks and improve accountability
- Leverage automation or AI-assisted workflows to help triage requests, summarize communications, route tickets, and manage high volumes more efficiently without sacrificing response quality
- Automatically prompt residents to refer a friend for a reward when they express satisfaction with a maintenance fix
FINDING #3:
Communication Quality Drives Retention and Reputation
Communication is one of the strongest predictors of renter satisfaction—and, if it breaks down, one of the fastest ways to damage trust.
Renters who are satisfied with communication are:
58%
more likely to plan to renew their lease
77%
more likely to recommend their property manager to a friend
At the same time, expectations are clear:
84%
of renters expect a response within 24 hours
61%
expect a response the same day or faster
AI-powered tools can help property managers meet these expectations by automatically acknowledging messages, answering routine questions, and routing requests more efficiently—reducing response times without increasing workload. At the same time, renters still expect access to a real person when issues are complex, urgent, or sensitive, making it critical to maintain a clear path to human support.
Most Renters Expect a Response Within 24 Hours
Source: Buildium’s 2026 Renters’ Survey
Communication also plays a critical role earlier in the resident lifecycle. When renters search for a place to live, the quality of interactions they have with the property manager is the second most influential factor they consider—on par with online reviews. This makes the application and onboarding process especially important. Getting renters into your resident portal early on sets expectations for responsiveness and makes it easier to deliver consistent service over time.
Together, this shows that communication isn’t just a service function—it’s both a retention driver and a competitive differentiator when attracting new renters, as it gives property managers the chance to offer both convenience as well as additional services.
For property managers, this means communication performance directly impacts both occupancy and retention.
Manager Takeaway
Speed matters—set clear response-time expectations and use automation so that every message is acknowledged quickly, even outside business hours.
What renters want
- Fast acknowledgment of their messages
- Clear and consistent updates
- Reliable follow-through on issues
What property managers can do
- Centralize all resident communication—email, portal messages, and maintenance updates—in one system so nothing falls through the cracks
- Set and enforce internal response-time standards (e.g., same-day responses for all inbound messages) using team-wide visibility tools
- Use automated confirmations and follow-ups so renters receive immediate acknowledgment, even outside business hours
- Encourage renters to use your resident portal or app early (during the application and onboarding phases) so communication is consistent and trackable from day one
FINDING #4:
For Renters, Perceived Value is Driven by Service—Not Just Price
In 2026, more renters are feeling financial pressure, making the value of their rental a central factor in both satisfaction and retention:
29%
of renters report difficulty keeping up with their bills (up from 14% in 2025)
32%
of renters cite lower rent or better value as their reason for moving
But value isn’t determined by price alone—it’s strongly shaped by service quality:
59%
Renters satisfied with communication are more likely to perceive value
48%
Renters satisfied with maintenance are more likely to perceive value
Most Renters Perceive Their Rental as Providing Good Value
76%
report good or better
Very good value25%
Good value51%
Poor value18%
Very poor value7%
Source: Buildium’s 2026 Renters’ Survey
Among renters who are on the fence about their moving plans:
- 66% would stay if rents remained the same
- 37% would stay with more investment in maintenance
- 35% would stay if responsiveness were improved
What Would Motivate Undecided Renters to Stay
Keeping the rent at the same level
66%
Investing more in maintenance
37%
Better responsiveness to maintenance
35%
More amenities or services
24%
Consistent enforcement of community rules
10%
Making processes easier to complete
9%
Source: Buildium’s 2026 Renters’ Survey
Together, these responses show that while rent stability is the strongest retention lever, service improvements—especially maintenance and responsiveness—play a meaningful and measurable role in influencing renewal decisions.
Large or poorly explained rent increases further erode renters’ perception of value, particularly when they aren’t paired with visible improvements to the property or the service quality.
- Renters facing increases of less than 5% are 48% more likely to perceive value as renters facing increases of more than 15%
For property managers, this means that value is actively shaped—not fixed—and can be improved through service delivery and communication.
Manager Takeaway
Rent price matters, but service determines whether renters feel it’s justified—focus on maintenance reliability, responsiveness, and clear cost communication.
What renters want
- Transparent pricing and fee structures
- Clear explanations for rent increases
- A level of service that matches what they’re paying
What property managers can do
- Communicate rent changes and fees proactively through resident portals, email, and renewal workflows before renters need to ask
- Use market data and competitive analysis tools to regularly evaluate how your pricing and amenities compare to nearby listings
- Offer value-added services—such as rent reporting, rewards programs, or flexible payment options—directly through your platform to strengthen perceived value
- Ensure maintenance performance and responsiveness are consistent, as these services are key drivers of whether renters feel the cost is justified
FINDING #5:
Renters Expect Both Digital Convenience and Human Support
Technology is now a baseline expectation, with 90% of renters open to completing rental processes online, and 98% of renters ages 80 and under expressing interest in digital interactions.
When using an online resident portal, renters prioritize convenience in high-frequency tasks:
44%
prioritize easy payments
36%
prioritize communication
31%
prioritize maintenance tracking
Renters Prioritize Payments and Communication in Online Portals
Being able to pay rent easily and reliably
44%
Being able to communicate with PM easily
36%
Having everything in one place
36%
Being able to submit and track work orders
31%
The portal/app being easy to use
28%
N/A: No access to an online portal/app
18%
N/A: Prefer not to use an online portal/app
10%
Source: Buildium’s 2026 Renters’ Survey
At the same time, preferences vary:
- No single payment method dominates renter preferences. While debit cards are the most commonly preferred option (31%), renters are split across multiple payment types, including digital wallets, cash, and ACH
- 60% of renters are open to using self-service tools or chatbots in at least one part of the experience—but there is no clear consensus on where. Preferences are split across maintenance, payments, and leasing, while 40% of renters say they prefer not to use automation at all
Renters’ Preferred Payment Methods Vary Widely
Digital wallet (PayPal / Venmo / Apple Pay)
19%
Electronic bank transfer (ACH)
16%
Source: Buildium’s 2026 Renters’ Survey
Despite this variation, renters agree on one thing: When an issue, emergency, or dispute arises, it’s critical that they can easily reach your team for help.
The opportunity is not simply to digitize, but to apply technology selectively, improving efficiency without entirely removing access to human support.
This is especially important during the leasing process, when renters are forming their first impression of your company; but also during the renewal process, where human interactions can influence renters’ decision to stay or move out.
For property managers, the goal is to reduce friction in routine interactions, while preserving trust in high-stakes moments.
Manager Takeaway
Use technology (such as AI and automation) to simplify routine tasks, but make it easy for renters to reach a real person when issues are urgent or complex.
What renters want
- Easy, reliable digital tools for completing everyday tasks
- Centralized access to information
- The ability to reach a real person when needed
What property managers can do
- Optimize your resident portal to make high-frequency tasks—rent payments, maintenance requests, and document access—quick and intuitive
- Offer multiple payment options (debit, ACH, digital wallets, etc.) to match renter preferences and reduce friction
- Experiment with AI and automation for routine interactions like reminders, confirmations, and status updates—while keeping escalation paths to human support clear and easy
- Monitor how residents use your portal and support channels to identify where automation improves efficiency, and where human interaction is still needed
CONCLUSION:
The Resident Experience is Your Most Important Retention Lever
Across every major driver of renter satisfaction—maintenance, communication, and perceived value—the pattern is consistent: The quality and consistency of execution determines outcomes.
In a market where more renters are planning to move and fewer are undecided, property managers have less time and fewer opportunities to influence decisions. That makes the resident experience the most important lever for retention.
Data from Buildium’s 2026 Renters’ Survey shows that:
01Maintenance performance shapes satisfaction, value, and renewal decisions.
02Communication quality influences both retention and reputation.
03Perceived value is actively shaped by service—not just cost.
Technology enables, but doesn’t replace, these outcomes.
The moments that matter most are also the ones where the experience often breaks down: submitting a maintenance request, waiting for a response, reviewing rent changes, and deciding whether to renew.
Property managers don’t need to overhaul every part of the resident experience at once. The most effective place to start is by making these high-friction moments more predictable, transparent, and responsive. Teams that improve how they handle these moments will be better positioned to reduce turnover, improve resident satisfaction, and compete in a more mobile rental market.
To reduce renewal risk in 2026, property managers should:
01Start renewal outreach 90–120 days before lease expiration
02Track open maintenance requests by age, status, and backlog
03Send automatic updates throughout the maintenance lifecycle
04Experiment with AI and automation to improve efficiency and responsiveness
05Set clear response-time standards across your team
06Review unresolved resident issues before sending renewal offers
07Communicate rent changes and fees proactively
08Ensure residents can easily access payments, maintenance, and support
About the Data
These findings are based on Buildium’s 2026 Renters’ Survey of 1,500 U.S. renters, fielded in the spring of 2026.
