Looking for the best maintenance and turn service vendors for multifamily housing? Here's a quick breakdown of the top providers and what they offer:
- Greystar: Global leader managing over 1 million units with advanced technology like AI-powered chatbots and water leak detection systems.
- RPM Living: Operates in 30+ states, focusing on personalized service and efficient maintenance through standardized tools.
- Avenue5 Residential: Known for revitalizing underperforming properties with tailored strategies and centralized technology.
- MAA: Specializes in the Southeastern U.S., offering preventive maintenance programs and professional training for staff.
- Equity Residential: Focuses on urban markets with outsourced maintenance and AI-driven operations for efficiency.
Quick Comparison Table
| Vendor | Coverage | Key Features | Units Managed |
|---|---|---|---|
| Greystar | Global, 17 countries | AI tools, smart home tech, water leak systems | 1M+ |
| RPM Living | 30+ states | Standardized tools, personalized service | 225,000+ |
| Avenue5 Residential | 22 states + D.C. | Revitalizes properties, centralized tech | 143,000+ |
| MAA | Southeastern U.S. | Preventive maintenance, staff certifications | 100,490 |
| Equity Residential | Urban U.S. markets | Outsourced maintenance, AI-driven operations | 79,117 |
Why It Matters:
Efficient maintenance and unit turns directly impact tenant satisfaction, retention, and property value. Choosing the right vendor ensures smooth operations, reduced costs, and happier residents. Dive into the full article for detailed insights on each vendor and their offerings.
Secrets To Better Property Management with Chris Bee, Lessen
1. Big Multifamily Vendors
Big Multifamily Vendors bring together broad geographic coverage, specialized maintenance expertise, and cutting-edge technology to streamline multifamily property management.
Service Coverage (National or Regional)
Major multifamily vendors manage extensive portfolios across wide areas. For instance, RPM Living oversees more than 225,000 units in over 45 submarkets, operating in 30+ states with offices in Austin, Atlanta, and Phoenix [2]. Similarly, WinnCompanies manages properties in 26 states and the District of Columbia, while Avenue5 Residential operates across 22 states and Washington, D.C. [3].
This broad reach enables these vendors to achieve cost efficiencies, standardize maintenance practices, and allocate resources effectively. Their ability to operate at scale ensures smooth management of large property portfolios.
Specialization in Multifamily Maintenance and Unit Turns
These vendors excel in multifamily maintenance and unit turns, handling tasks like tenant screening, lease management, rent collection, repairs, and marketing vacant units [5]. Their expense ratios typically range between 35% and 50% of gross rental income [6].
They leverage tools like online portals for tenants to submit detailed maintenance requests, property management software to automate task assignments, and data analysis to address recurring maintenance issues proactively [4]. This level of specialization ensures efficient operations and tenant satisfaction.
Technology Integration for Efficiency
Technology plays a key role in the success of these vendors. The industry is undergoing a tech transformation, with mobile maintenance solutions offering services such as inspections, compliance tracking, smart access, and training [7].
"By leveraging these appropriate tools, property managers can improve efficiency, reduce costs, and provide a superior living experience for residents." – Sean Landsberg, CAM, co-founder & CEO, AppWork [7]
Advanced tools include IoT sensors for leak detection and HVAC monitoring, smart home systems, and virtual reality for training maintenance teams [7]. Mobile apps and integrated work order systems enhance communication and reduce delays, while after-hours answering services ensure emergencies are promptly addressed [7][8].
Reputation for Quality and Customer Satisfaction
By combining specialized services with advanced technology, these vendors focus on delivering quality and maintaining high customer satisfaction. As Paul Rhodes, founder of Directional Maintenance Services, explains:
"In the long run, this is good, with a caveat. It's my impression from speaking with operators that technology adoption is expected to increase resident satisfaction by removing friction caused by communication and documentation which these technologies address." – Paul Rhodes [7]
Effective maintenance not only improves resident satisfaction but also boosts review scores and tour requests. For example, some vendors document their work by capturing 9 million before-and-after photos each month [8].
Property management fees for these vendors typically fall between 4% and 10% of gross rental income [6], reflecting the comprehensive services and value they deliver through professional management, technology, and efficient operations.
2. Greystar
Greystar has carved out a prominent position in the world of multifamily property management by blending widespread reach, cutting-edge technology, and a strong focus on customer satisfaction. As one of the largest property managers globally, the company oversees more than 1 million units and student beds, managing $300 billion worth of real estate across 63 offices in 17 countries [9][10].
Service Coverage (National or Regional)
Greystar's footprint spans nearly 250 markets worldwide [9]. In North America alone, the company operates 49 offices and manages 963,144 units and beds [11]. Its growth has been bolstered by recent expansions, including new offices in Toronto and Vancouver in 2022, and an active role in Mexico’s rental housing market. Beyond North America, Greystar maintains operations across South America, Europe, and Asia-Pacific [11].
This extensive coverage is paired with a forward-thinking approach, particularly when it comes to leveraging technology for property management.
Technology Integration for Efficiency
Greystar has embraced modern technology to enhance efficiency and improve operations. For example, the company uses AI-powered chatbots to help leasing teams work more effectively and has experimented with smart-home technology that doesn’t rely on dedicated IoT networks. A notable success story is the 2021 retrofit of 2Bayshore, a 367-unit community in Tampa, Florida. This project saved $2,940 annually and reduced service time by 456 hours per year [12][14].
Andrew Livingstone, Greystar’s Executive Managing Director, reflected on how the pandemic accelerated technological advancements:
"The pandemic created a large shift in how we operate, and it moved us forward a decade. It changed how we think about operating apartments. It forced us, out of necessity, to think more futuristically, given the circumstances." – Andrew Livingstone [13][14]
The company is also rolling out Watergate Sonic's water leak detection and prevention technology across its properties. Mandisa Khabo, Technical Director for International Development and Operations, highlighted the system's impact:
"We've been impressed with Watergate Sonic's performance and reliability across our pilot and it has already identified and prevented several leaks. It is revolutionising the way I manage and protect our assets and given me peace of mind." [15]
These advancements in technology are just one part of Greystar’s broader commitment to excellence, which also includes a focus on resident satisfaction and reputation management.
Reputation for Quality and Customer Satisfaction
Greystar places a high priority on maintaining a strong reputation and ensuring resident satisfaction. Between 2013 and 2021, the company’s aggregate portfolio reputation score rose from 241 to 709 across more than 2,000 locations [16]. By 2021, Greystar was managing over 1.5 million residents across 2,600 communities in more than 40 states, with residents leaving over 208,000 reviews.
These efforts have delivered tangible results. For instance, business listing services in 2021 generated an additional 36 leads, 10 additional leases, and $108,000 in added value per location [16]. Greg Benson, Managing Director of U.S. Property Marketing, underscored the importance of reviews:
"There's no escaping it. Your successes and failures as a property management company - those reviews are out there for everyone to see and you can be certain they'll impact a resident's leasing decision." [16]
At the heart of Greystar’s success is its people-first philosophy. Bob Faith, the company’s Founder, Chairman, and CEO, summed it up well:
"Our Core Values and our people are at the heart of everything we do. Though times and technology may change, it's our people who have made Greystar the global leader in rental housing." [10]
3. RPM Living
RPM Living holds the #3 spot on the NMHC Top 50 Largest Apartment Manager list, managing over 225,000 units with a team of more than 4,600 professionals spread across nine regions [2]. The company is known for its comprehensive property management services, which focus on operational efficiency and resident satisfaction.
Service Coverage (National or Regional)
With operations spanning more than 30 states and over 50 markets across the United States, RPM Living provides extensive national coverage [2][18]. To support its widespread reach, the company has established corporate offices in Austin, Atlanta, and Phoenix [2].
Their portfolio includes properties in major metropolitan areas nationwide [17]. This broad presence enables RPM Living to cater to diverse markets while maintaining consistent service quality. Their expansive footprint also supports their specialized approach to property maintenance and unit turnover.
Specialization in Multifamily Maintenance and Unit Turns
RPM Living sets itself apart with a hands-on, integrated system that enhances property value through highly skilled teams and a proactive maintenance strategy [2].
The company prioritizes seamless collaboration between on-site leasing and maintenance teams, which positively impacts asset performance, resident satisfaction, occupancy rates, and net operating income [20]. Interestingly, RPM Living hires maintenance staff based on potential rather than prior experience, focusing on skill development within their teams [20]. As Darryl Manco, Regional Vice President of Facilities, puts it:
"It doesn't matter if you're the groundskeeper or the CEO of our company, at the end of the day, everyone [must] feel valued. And when we do that, we create this culture where people love going to work, right?" [20]
Another key differentiator is their management structure. Each Regional Manager oversees no more than five properties, fewer than the industry average, allowing for more personalized attention to each property's maintenance needs [21].
Technology Integration for Efficiency
To enhance efficiency, RPM Living has adopted standardized technology platforms across its properties. One such tool is HappyCo, which streamlines answering services and ensures consistency across all locations [19].
Christine Dominguez, Procurement Manager at RPM Living, highlighted this standardization's impact:
"Standardizing to one platform with HappyCo is fantastic because it ensures consistency. No matter which property someone goes to, teams know how to use the same answering service. It automatically logs work orders, which is crucial for efficiency and accuracy. This seamless record-keeping enhances our responsiveness and helps us maintain high standards of property management across all our locations." [19]
The automated work order logging system simplifies maintenance operations, ensuring that requests are accurately tracked and promptly addressed. This efficiency is critical for smooth unit turns and ongoing property upkeep.
Reputation for Quality and Customer Satisfaction
With its advanced systems and operational practices, RPM Living has earned high ratings for resident satisfaction and industry recognition. Many of its communities have received national accolades. However, the Better Business Bureau has recorded 580 complaints over the past three years, highlighting areas where improvement is still needed [22][23][24][25][26].
Despite these challenges, CEO Jason Berkowitz remains focused on continuous improvement:
"What drives our company is a constant focus on best practices, business objectives, and our team members" [2]
RPM Living’s ongoing efforts to refine its processes align with the broader industry trend toward more efficient and resident-focused service models [21].
4. Avenue5 Residential
Ranked #8 on the NMHC Top 50 Managers list for 2025, Avenue5 Residential oversees more than 740 properties and manages over 143,000 units with a team of 3,700+ professionals [27][29]. The company has earned a strong reputation for revitalizing underperforming properties and offering tailored property management solutions [29].
Service Coverage: National Reach with Local Expertise
Avenue5 Residential operates across 22 states and Washington, D.C., providing extensive national coverage for multifamily properties [27]. With key offices in cities like Austin, Boise, Dallas, Denver, Phoenix, and Washington, D.C., the company ensures a strong presence in major markets [28]. Additionally, Avenue5 places local experts in critical markets, including Northern California, Los Angeles, San Diego, Reno, Las Vegas, Colorado Springs, San Antonio, Houston, Nashville, Atlanta, Baltimore, Philadelphia, Tampa, Charlotte, and Charleston [28]. This broad network allows them to adapt to diverse market conditions and regulatory landscapes, ensuring customized maintenance and unit turn strategies for each property.
Expertise in Multifamily Maintenance and Unit Turns
Avenue5 Residential excels at transforming underperforming properties by addressing specific operational challenges with personalized solutions [29]. Their infrastructure is designed to boost resident satisfaction while increasing property value through strategic maintenance and construction efforts.
Will Feltus from Bellwether shared an example of Avenue5’s impact:
"Avenue5 came in; this was a new acquisition that had a myriad of operational challenges and occupancy issues... With Avenue5, through their market expertise, we were able to put in a strong team, stabilize the asset, and ultimately help mitigate some of these operational challenges... this led to the stabilization of the asset.” [29]
To ensure smooth transitions, Avenue5 deploys an integration team that quickly addresses maintenance needs and unit turn requirements [29].
Streamlining Operations with Technology
Avenue5 enhances efficiency by using a centralized system that automates data collection and provides actionable insights for property owners and managers. This system helps prioritize maintenance tasks, schedule unit turns effectively, and allocate resources wisely. Their advanced IT infrastructure ensures consistent service delivery across all markets while minimizing inefficiencies [29].
Commitment to Quality and Collaboration
Avenue5 Residential is widely recognized for its collaborative approach and deep industry knowledge. Sharon George from MIG highlighted their strengths:
"Avenue5 has some of the strongest people in our industry. The team that we have is just so strong they understand our business plan, our operating strategy, and it's a true collaboration there." [29]
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5. Mid-America Apartment Communities (MAA)
Mid-America Apartment Communities (MAA) stands as one of the largest apartment owners in the United States. With nearly 300 properties and 100,490 apartment units spread across 16 states and Washington, D.C., MAA primarily focuses on the Southeastern and Southwestern regions of the country [30].
Regional Focus and Service Coverage
MAA targets high-growth markets in its operational regions, leveraging its local expertise to deliver consistent service across its extensive portfolio. By deeply understanding these markets, MAA ensures a seamless experience for its residents. The company also runs a structured maintenance program aimed at efficiently managing unit turnovers.
Multifamily Maintenance and Unit Turnovers
MAA takes a hands-on approach to property maintenance and unit readiness. Its teams are responsible for preparing apartments for new residents and managing repairs related to HVAC, electrical systems, plumbing, carpentry, and locks. Preventive maintenance is a key focus, with follow-ups conducted after repairs to ensure resident satisfaction.
To support its maintenance staff, MAA encourages professional development by offering certifications like EPA Type II, EPA Universal Certification, and Certified Pool Operator. Additionally, associates have access to over 750 on-demand courses and instructional videos via mobile devices. The company also provides a Mobile Maintenance Reimbursement Program and ensures 24-hour on-call services for urgent issues [34].
"At MAA, our passion is to create what we call A Brighter View by transforming properties into communities and apartments into homes - and we're doing it every day." - MAA Careers [33]
Embracing Technology for Modern Living
MAA integrates technology to elevate the resident experience and improve operational efficiency. Its Smart Home Program incorporates modern amenities like smart home devices and EV charging stations, which not only enhance convenience for residents but also streamline maintenance processes [34].
Commitment to Quality and Resident Satisfaction
MAA’s dedication to resident satisfaction is reflected in its impressive renewal rates and strong reviews. Over half of its residents renew their leases annually [31], and the company boasts an average Google rating of 4.5 out of 5 stars [31]. From an employee perspective, MAA holds a 3.8 out of 5 rating on Glassdoor, with 70% of employees recommending it as a great place to work [35].
"The move to use MAA as our name is really just an update to who we've become and a commitment to retain the qualities and disciplines that have guided us for 17 years." - Eric Bolton, MAA Chairman and CEO [32]
MAA’s mission statement highlights its core values:
"To provide an exceptional living experience for our residents, a rewarding experience for our associates, and create superior value for our shareholders." [36]
6. Equity Residential
Equity Residential is one of the largest publicly traded apartment REITs in the U.S., managing an impressive portfolio of 306 properties with 79,117 apartment units as of July 26 [38]. The company has a strong focus on prime markets across the country and recently made a notable move by reentering the Dallas-Fort Worth market [38]. By prioritizing operational efficiency and embracing technology, Equity Residential aligns itself with broader industry trends that emphasize innovation and strategic growth.
Service Coverage (National or Regional)
Equity Residential operates in major metro areas across the U.S., targeting high-demand urban markets. Through a partnership with Toll Brothers, it is actively developing new rental communities in cities like Atlanta, Austin, Boston, Denver, San Diego, Orange County, Seattle, and Dallas-Fort Worth [38]. This approach highlights the company's commitment to meeting the housing needs of urban centers where demand remains strong, ensuring a solid presence in competitive markets.
Specialization in Multifamily Maintenance and Unit Turns
To streamline operations, Equity Residential outsources unit turnovers and maintenance tasks. By working with vendors such as Lessen, the company allows its internal teams to focus on other priorities [37].
"Reimagining how our service teams operate to the benefit of our employees, customers, and shareholders through leveraging technology, centralization, and strategic outsourcing with partners like Lessen." – Brandon Winter, Director of Operations Strategy, Equity Residential [37]
This strategy ensures access to specialized expertise while maintaining oversight of the resident experience, enabling units to be prepared efficiently for new tenants.
Technology Integration for Efficiency
Equity Residential has embraced technology to enhance its operations. Its property management system integrates seamlessly with vendor platforms, automating tasks like scheduling, updates, and task completion [37].
The company also uses AI-powered tools for predictive maintenance, tenant screening, personalized tenant engagement, smart home technology, market analysis, automated customer support, and improved security measures [40]. These advancements help reduce the time needed for unit turnovers and improve overall efficiency.
Reputation for Quality and Customer Satisfaction
Equity Residential reported a strong operational performance, achieving a 96.5% occupancy rate in April 2024 - one of its highest for that month - and a 61% resident renewal rate in Q1 2024 [39].
However, customer reviews paint a mixed picture. On Trustpilot, the company holds a 2.3 out of 5 stars rating based on 1,087 reviews, categorized as "Poor" [41]. While the Better Business Bureau gives Equity Residential an A+ rating, it has received 179 complaints over the past three years, with 66 resolved in the last 12 months [42].
Common resident concerns include maintenance delays, billing issues, and rent increases. By focusing on technological upgrades and strengthening partnerships, Equity Residential aims to address these challenges and better align its operations with resident expectations.
Service Coverage and Features Comparison
When selecting a maintenance and turn service provider, it's important to evaluate both their geographic reach and the range of services they offer. Property managers often look for vendors who can maintain consistent quality across multiple properties while catering to the unique needs of each location.
Geographic reach can vary widely among top vendors. For portfolios where properties are geographically clustered, centralized maintenance systems tend to work well. However, for more dispersed assets, maintaining operational efficiency can become a challenge.
The services offered by each vendor reflect their strengths and market focus. Here's a breakdown of the key aspects of the six vendors discussed:
| Vendor | Geographic Coverage | Main Services | Key Differentiators |
|---|---|---|---|
| Big Multifamily Vendors | National | Full-service maintenance, unit turns, emergency response | Technology integration, scalable solutions |
| Greystar | National | Property management, maintenance, unit turns | Largest property manager (966,700 units) [5] |
| RPM Living | 45+ U.S. markets | Property management, maintenance, resident services | Personalized solutions, 225,000+ units managed [46] |
| Avenue5 Residential | National | Property management, maintenance, technology solutions | Focus on innovation and operational efficiency |
| MAA | Southeastern U.S. | Property management, maintenance, resident services | Regional expertise and market specialization |
| Equity Residential | Major metro areas | Property management, outsourced maintenance | Technology integration, strategic partnerships |
Technology is becoming a major factor in differentiating vendors. Many now provide 24/7 emergency maintenance with digital work order systems and real-time updates [44][45]. Additionally, green cleaning services are increasingly standard, reflecting both environmental concerns and resident preferences [45].
For property managers with growing portfolios, scalability and flexibility are critical. Vendors that offer tailored solutions can adjust their services to meet the specific needs of different properties, rather than relying on a one-size-fits-all model [43][44][45]. This adaptability is especially important for managing diverse property types or working within varied market conditions.
Conclusion
Partnering with experienced maintenance and turn service vendors can significantly enhance operational efficiency and tenant satisfaction. The numbers tell a compelling story: maintenance is mentioned in 24.9% of positive renewal reviews and cited in 41.3% of negative ones [1]. This highlights how crucial it is to choose the right vendor to retain tenants and ensure property success.
Outsourcing make-readies can drastically cut turn times to just three to five days - potentially slashing the industry average in half [47]. Considering the average hiring cost per employee is nearly $4,700, with some roles costing three to four times the annual salary [48], working with skilled vendors offers clear financial advantages.
These partnerships go beyond cost savings. They safeguard your long-term investment by prioritizing proactive maintenance, regulatory compliance, and streamlined work order management. Professional vendors bring expertise that individual properties often can't sustain internally - especially as the average age of multifamily maintenance technicians has risen to 47 over the past decade [49].
As discussed earlier, integrating technology with expert maintenance delivers measurable benefits for both residents and operations. With 83% of residents open to trying tele-maintenance [49] and the growing push for tech-driven solutions, collaborating with established vendors not only meets current needs but also positions your property for the future.
The right maintenance and turn service vendor can drive sustainable growth, improve tenant satisfaction, and protect your property's long-term value. By making thoughtful vendor choices, you unlock immediate savings and set the foundation for a resilient, thriving multifamily portfolio.
FAQs
How do maintenance and turn service vendors influence tenant satisfaction and property value in multifamily housing?
Maintenance and turn service vendors play a key role in keeping tenants happy and protecting the value of multifamily housing properties. When vendors deliver timely and quality repairs, they help ensure the property remains safe, functional, and visually appealing. This not only improves the living experience for tenants but also helps lower turnover rates.
Properties that are consistently well-maintained tend to keep current tenants satisfied while also drawing in new renters, which boosts occupancy rates and overall property value. Staying on top of maintenance and handling turn services efficiently can prevent expensive repairs down the line, extend the life of property features, and support long-term growth. Partnering with dependable vendors is a smart move for building tenant trust and securing the financial health of multifamily properties.
How is technology improving the efficiency of maintenance services in multifamily housing?
Technology is reshaping how multifamily maintenance is managed, making processes smoother and more efficient. Tools like IoT sensors, AI-powered systems, and mobile platforms are now central to how vendors are tackling maintenance tasks. These tools help streamline operations, cut down response times, and optimize resource allocation.
For property managers, this means they can keep an eye on equipment remotely, address potential problems before they become major headaches, and resolve issues faster. The result? Less downtime and happier residents who enjoy a more hassle-free living experience.
What are the advantages of hiring specialized vendors for maintenance and unit turns in multifamily properties?
Outsourcing maintenance and unit turns to specialized vendors can be a game-changer for multifamily property managers. These vendors bring skills and speed to the table, simplifying operations and cutting down on the expenses tied to hiring, training, and overseeing in-house teams. Their focused expertise ensures top-notch work, which translates to better property care and happier residents.
Another big advantage is the flexibility and scalability it provides. Whether it’s a busy move-in season or an unexpected surge in workload, outsourcing makes it easier to adapt without missing a beat. With trusted professionals handling these tasks, property managers can shift their attention to other pressing responsibilities, knowing the job will be done efficiently and with care.
