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Things That Will Never Change in Property Management

Ethan Lieber
January 31, 2023

Jeff Bezos once said,

“I very frequently get the question: ‘What’s going to change in the next 10 years?’… I almost never get the question: ‘What’s not going to change in the next 10 years?’ The second question is the more important of the two because you can build a business strategy around the things that are stable in time.”

Oftentimes, people are far too concerned about things that are changing and are eager to keep up with every single industry trend. While keeping up with the trends is important, many people neglect to stop and think about the things that will never change.

In order to build a successful, anti-fragile property management business, you need to think about what your customers (owners and residents) will always want and build processes that support that core, unchanging customer desire.

Let’s define what owners/investors will always want:

Owners/investors want their property manager to be reliable enough for them to feel secure stepping back and relinquishing control from their highest value asset(s).

Owners/investors want to know (and be able to see and feel) that they are receiving the value that they are paying for.

Owners/investors want their property manager to manage their property as if it were their own.

To take this a step further, let’s dive into the specifics of what owners/investors will always want from their property management company:

  • On time rent payments with statements.
  • High NOI and increasing value on the property.
  • Assurance that the home is being well maintained.
  • Assurance of a solid emergency maintenance plan.
  • A responsive team that provides a sense of urgency for their needs.


Creating a successful, anti-fragile property management business doesn’t solely rely on the owners’/investors’ core wants. We need to also focus on the residents’ wants in order to increase tenant retention and maintain an overall positive reputation.

So, what will residents always want?

Better quality service levels:


According to a recent study, 68% of renters decide to leave because of poor customer service and only 9% leave for competitive pricing in other communities. That same study found that residents who are happy with property management are three times more likely to renew their lease. Providing positive experiences for residents is something that will always be important and crucial for success.

The biggest area where residents have a poor experience is maintenance, so you can’t create a good resident experience without creating a good maintenance experience. To achieve better quality service levels here, it’s more about speed of response and active communication than it is about the speed of completing any given maintenance request. Both are important, but hard to achieve without the right systems in place. This is why we created a software to empower property managers to be able to deliver this

Convenience and Lifestyle & Financial Perks:

In addition to better quality service levels, residents will always want convenience. They want access to:

  • Online resident portal. Residents don’t want to write a check and walk into a leasing office to pay their rent every single month.
  • 24/7 maintenance. Companies like Amazon, Disney, and Starbucks have set the bar high for good customer service and this is now becoming an expectation for every asset – maintenance included.
  • Video troubleshooting. People want to protect their privacy and don’t want others entering their home when they don’t need to. Video troubleshooting helps with that and helps resolve or de-escalate issues faster.
  • Response-time guaranteed. No one likes waiting on hold to get issues resolved. Latchel has a 60-second response time, guaranteed.
  • Easy utility setup. The less hands-on for residents, the better.
  • Air filter delivery. This is something residents don’t always think about but is necessary for routine maintenance. Having an air filter subscription in place is a convenient way for residents to keep up with this monthly task without even having to leave their house.
  • Smart home add-ons. This is becoming widely asked for by residents.


Residents also want access to lifestyle and financial perks. This includes:

  • Resident-caused damage reimbursements
  • Cash back on insurance policies
  • Rewards for rent payment
  • Security deposit alternatives
  • Access to financial/investment advice
  • Credit Boosting for On-Time Rent Payment


These are the most in-demand lifestyle and financial perks that residents want and leveraging a resident experience platform like Latchel offers just that.

At Latchel, we offer a turnkey, fully customizable resident benefits hub that property managers can provide to their residents that includes dozens of convenient, lifestyle, and financial perks like the ones listed above. These benefits not only help improve the resident experience, but it also creates a new revenue stream for property managers.

If you’re ready to learn more about how Latchel can help you improve your quality service levels while making more money, click here to request a life demo.

And if you want to learn more about how you can create an antifragile property management business that can thrive through uncertainty, click here to download our free ebook.

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Steps to Building an Anti-Fragile Business


Use this Free Download to explore all the ways your business can thrive through uncertainty. Whether it’s a pandemic or recession, creating an anti-fragile business shields your business from being negatively impacted by these potentially threatening changes, while still allowing your business to grow.

Unlock the Potential of Digital Insurance
Launch a tailored renter's insurance program

Sure provides tailored renter’s insurance that enables property managers, owners, and residents to protect their property, minimize risk, and experience the peace of mind that comes with the protection of your assets and business.

Most leases require renters insurance. So, we’ve partnered with Sure to provide that option for your residents. While residents aren’t required to use Sure to meet the renter’s insurance requirement, this is still a convenient option you can offer to your tenants. 

All services and products are provided by Sure, not Latchel subject to Sure’s terms and conditions.

Property Inspection Platform
Automate and Organize Inspections with RentCheck

Make Inspections Easier
RentCheck saves time by enabling residents to complete inspections on their own. Customization and automation ensure the job gets done.


Stop Wasting Time
Schedule inspections for all stages of the lease cycle at any cadence you choose. RentCheck handles the reminders.


Instantly Submit Work Orders
Take advantage of Latchel's integration with RentCheck to instantly submit a work order for any maintenance issues that pop up on an inspection.


Modernize Your Process
Easily compare new and existing inspection reports, side-by-side, and avoid security deposit disputes.


Prompt Routine Filter Changes and Resident Tasks
Schedule resident reminders to replace filters and other upkeep tasks over the course of the lease lifecycle.

To learn more about RentCheck, talk with a Latchel benefits expert today. All services and products are provided by RentCheck, not Latchel, and subject to RentCheck’s terms and conditions.

Affordable Pest Control

Access world class pest control for a fraction of the normal price. No need for new software or a complicated setup.


Easy Pest Control
Residents simply reach out to Cover Pest if there is a pest issue, and Cover Pest takes it from there.


Clarity on Who Pays the Bill
No more awkward conversations about who is responsible for the bill! With Cover Pest as a resident benefit, residents get pest control for covered pests without an additional cost.


Vendor Sourcing
No more sourcing for vendors! Cover Pest will source and coordinate with vendors for each pest control request

To learn more about Cover Pest, talk to a Latchel benefits specialist today.  All services and products are provided by Cover Pest, not Latchel, and subject to Cover Pest’s terms and conditions.

Air Filter Delivery Subscription

FilterTime is an air filter delivery service that makes it easy and convenient for residents to replace their air filters. FilterTime customers can protect their HVAC system, reduce dust and pollen, save money on energy costs, and more by leveraging this delivery service.


Reduce Labor for HVAC Issues
Filter delivery service results in a 38% reduction of total HVAC ticket requests.


Cost Savings on HVAC Repairs
Average HVAC repair costs have increased by 48.7% year over year. an air filter delivery subscription can cut costs up to $250-300 per property per year.


Energy Reduction
Filter delivery is saving residents $14.82 per month in energy costs.

How it works:

Choose from almost every size and type of air filter including custom-made sizes

Choose how often you want your filters delivered


 A box of brand new air filters delivered to your resident’s front door

To learn more about FilterTime, talk with a Latchel benefits specialist today. All services and products are provided by FilterTime, not Latchel subject to FilterTime’s terms and conditions.

Boost resident satisfaction and drive good resident behavior through a rewards, incentives, and credit building program

Drive On-Time Rent Payments
Piñata rewards renters for on-time rent payments through Piñata cash, and boosts renter's credit scores for online payments.


Boost Resident Satisfaction
$30 gift card to use at select brands and businesses, $25 restaurant card, 720 annual Piñata Cash to use on rewards, Early lease renewal gift.


Attract and Retain Renters
2 out of 3 renters prefer properties with rent reporting. Plus, residents get incentives for early lease renewals.


Rewards Residents Love
Residents can use Piñata Cash on brands they know and love, such as: Starbucks, Amazon, Sephora, Lego, Target, Walmart, Home Depot, Lowes, Doordash, Best Buy, and many more!

Piñata Cash

Residents easily earn Piñata Cash any day of the month by doing things like taking surveys, referring friends, or trying out new products.

Residents also get access to big-ticket giveaways, limited drops and super surges!

And, with exclusive access to our marketplace with over 300,000 deals, residents can squirrel away up to $4,500 annually.

To learn more about Piñata, talk with a member of our benefits team today. All services and products are provided by Piñata, not Latchel subject to Piñata’s terms and conditions.

Master Liability Insurance

Now you have one less thing to worry about with a Master Liability Policy through Obie.


Affordable Coverage
Affordable policies available with liability coverage starting at $100,000 and up to $300,000 to meet any property manager insurance requirements.


Stay 100% Compliant
Master policy provides $100,000 for management companies and owners by ensuring 100% of occupied homes and units are covered for property damage liability issues relating to resident negligence.


Peace of Mind
Liability coverages include perils such as fire, smoke, water, explosion, overflow of sewer, and many others that provide coverage for damages you (the resident) may cause to your unit or home


Personal Liability
Personal liability coverage is automatically include to protect you against claims where you may be considered legally liable. (Bodily injury claims, dog bite claims, and more)


Additional Coverages
Additional/expanded coverages are also available. (Pet damage, identity fraud, theft/vandalism, and more are available!)

All services and products are provided through Obie and are subject to Obie’s terms and conditions.

👋 Join us for a special webinar Thursday, January 11th