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Key Takeaways:
Speed is essential: Fast maintenance, often same-day, is now a core resident expectation, directly impacting satisfaction and online reputation.
Tech drives efficiency: Smart tools like mobile work orders and remote diagnostics streamline fixes, reducing response times and manual effort.
Proactive prevention: Connected devices enable predictive maintenance, preventing issues before they arise and building resident trust.
Unified communication: Centralized platforms improve coordination among staff and provide residents with transparent updates, boosting positive reviews.
Business impact: Rapid, transparent maintenance enhances reputation, increases resident retention and optimizes operational efficiency.
Why transparent maintenance wins resident loyalty
In multifamily property management, maintenance has always been a core function. But in 2025, it’s no longer just a behind-the-scenes operation. Today, it has become a defining part of the resident experience.
According to the 2025 Voice of the Resident Report by Widewail, maintenance is now the #1 driver of both praise and complaints in online reviews. However, the sentiment isn’t just about whether the problem gets fixed; it’s also about how quickly it happens. Phrases like “same day,” “within the hour” and “before I got home” are no longer rare; they’re becoming the new baseline for satisfaction.
In this environment, speed isn’t just a differentiator; it’s a requirement. And that’s exactly where innovative maintenance technology shines.
The rise of maintenance as a reputation driver
Widewail’s analysis of nearly 1 million Google reviews found that:
Maintenance is the most frequently cited issue in negative reviews, occurring in approximately 34% of negative reviews.
Speed of service is now a major expectation, not a pleasant surprise.
Mentions of “same day” and “within a few hours” resolution are increasingly tied to five-star feedback.
Residents are more specific, more emotionally invested and more vocal. They’re not just evaluating outcomes, they’re documenting timelines, naming staff and highlighting coordination between teams.
To put it simply, maintenance is the moment of truth for your community’s brand and it can make or break you.
Why speed matters more than ever
There’s a significant shift in how residents perceive responsiveness. They no longer see a fast fix as “great service,” they see it as basic competence. If that expectation isn’t met, it doesn’t just cause frustration; it can actually damage your reputation, impact renewals and hurt referrals.
The challenge for operators? Site teams are already stretched thin. Staff shortages, high turnover and growing workloads make it hard to consistently deliver same-day resolutions, unless you’re backed by technology.
Smart maintenance tools equals faster fixes
SmartRent’s platform empowers maintenance teams to work faster, more efficiently and more proactively, with less manual effort. Key tools include:
Mobile work orders: Technicians can receive, update and complete requests from their phones, with no need to return to the office between jobs, significantly cutting response times.
Smart leak sensors: Alert teams immediately when there’s a water issue, so they can respond before residents even notice, preventing minor issues from becoming major damage and reducing emergency calls.
Remote diagnostics: Access device data and conditions in real time, reducing unnecessary trips and improving first-time fix rates by ensuring technicians arrive with the right tools and information.
By streamlining communication and eliminating bottlenecks, these tools enable communities to resolve maintenance issues more efficiently and meet the increasing expectations of today’s residents.
From reactive to proactive
Speed isn’t just about being faster when something breaks. It’s about being proactive enough to prevent breakdowns in the first place, optimizing asset performance and reducing resident disruption.
SmartRent’s connected devices and real-time alerts enable predictive maintenance strategies. Instead of waiting for residents to report issues, teams can:
Monitor HVAC performance and spot anomalies early, allowing for preemptive repairs that save energy and extend equipment life.
Schedule preemptive maintenance during low-demand hours, minimizing inconvenience for residents and maximizing technician efficiency.
Prevent floods or mold with real-time leak detection, mitigating costly damage and health concerns.
This shift doesn’t just reduce emergency calls; it also builds trust. Residents notice when their homes are well-maintained without needing to be asked, fostering a sense of security and care. And that proactive care leads directly to higher satisfaction scores.
Coordinated teams win reviews
The 2025 Voice of the Resident Report revealed another trend: residents now credit management just as much as maintenance for fast fixes. They’re paying attention to coordination, transparent communication and consistent follow-through across all staff interations.
SmartRent’s unified platform helps teams operate in sync:
Work orders are visible across roles, so managers can track progress in real time.
Residents receive updates automatically—no need to call for status checks.
Staff can comment, escalate or close out tasks from a shared system.
This kind of alignment isn’t just efficient, it’s also noticeable to residents, reinforcing a sense of competent and caring management. And it shows up directly in the positive reviews that shape your community’s reputation.
Why “same day” should be your standard
In 2024, being fast earned bonus points. In 2025, it’s now the cost of entry.
Communities that consistently deliver “within-the-hour” maintenance are winning in three key ways:
Reputation – Faster resolutions lead to stronger reviews and better visibility on search platforms.
Retention – Residents who feel taken care of are more likely to renew, especially in an era where small frustrations can push people to move.
Operational efficiency – Technology reduces the time and labor needed per fix, helping teams cover more ground with less burnout.
Fast fixes aren’t just about resident happiness, they’re about tangible business performance that drives renewals and strengthens your brand.
Ready to deliver faster?
Maintenance will always be a foundational part of multifamily operations. But today, how fast you fix something matters almost as much as whether you fix it at all.
SmartRent helps you meet the new standard of speed, but exceed it. Contact us today to learn how to turn maintenance into your strongest asset.