Resident Retention Strategies That Actually Work

At Onyx, I’ve had the opportunity to work with both condominium communities (owners) and multi‑residential properties (tenants). There are things I genuinely enjoy about each, and leasing has always been an area where my team has given me kudos; I seem to have a knack for it.

But as much as I enjoy leasing, I never want a revolving door of showings. High turnover isn’t a sign of success; it’s a sign that somewhere, retaining tenants is an issue.

Our philosophy at Onyx is simple: tenants may not own the unit they live in, but they absolutely deserve a safe place to call home, where they feel respected, welcomed, and valued. For us, it’s more than bricks and mortar, though those matter. It’s about creating and inspiring a community where people want to live and choose to stay.

How We Achieve This at Onyx

1. Keep Residents in the Loop

If the garbage chute is down… well, yes, it’s down, but what matters is letting people know why, what’s being done, and when to expect it back in service. Transparency builds trust.

2. Communicate in Ways That Meet Residents Where They Are

Many of our tenants are new to Canada and may not understand communal living expectations, like what to do when a fire alarm sounds. With advancements in AI, we communicate in English and in the languages residents are most comfortable with. This removes barriers and helps people feel supported.

3. Foster Community Through Engagement

We help residents plan community events, book clubs, wine and cheese socials, “Dog of the Month” features, and more.Community connection is one of the biggest drivers of retention.

4. Be Consistent

Rules must apply equally and fairly. Consistency creates predictability, and predictability helps residents feel secure.

5. Work Proactively with Landlord Clients

We advocate for timely repairs and proper upkeep. A well‑maintained building not only prevents frustrations—it shows residents that their home matters.

6. Focus on Safety and Security

Residents stay where they feel safe. We ensure:

• Controlled access systems

• Security cameras

• Good exterior and parking‑lot lighting

• Creating safe spaces is essential to building long‑term trust and comfort.
  

7. Lead with Empathy

Angel Reiner reminds the team of this often. I think she should trademark it! When you’re communicating with a resident, listen with an active ear and an open heart.”This mindset shifts conversations from transactional to supportive.

Retaining good residents is fundamental to successful property management. It:

• Reduces costly turnover—cleaning, repairs, marketing, showings, lost rent, and administrative time.

• Improves financial stability and long‑term profitability for both Onyx and our clients.

• Creates smoother operations by enabling long‑term residents to communicate more effectively, report issues earlier, and build stronger relationships with management.

• Strengthens community culture, increasing overall satisfaction and protecting (or even increasing) the property’s long‑term value.

Reach out to Onyx to learn more!

Blog Contrbutor - Danielle Tummon