Excellent Living By Design
Multifamily Resident Retention
Multifamily Resident Retention
The renewal you
didn't know
was at risk.
Continuity is a hands-on resident retention program that contacts your residents at every critical lease milestone — personally, professionally, and with follow-through. Not a chatbot. Not a mass email. A dedicated coordinator who knows your residents by name and keeps the relationship alive between your team and theirs.
57%
National renewal rate for professionally managed communities
RealPage / CBRE 2026
35 days
Average days to re-lease a vacant unit in the KC metro
$3,200+
Average cost of a single move-out — lost rent, turnover, marketing
The Resident Lifecycle
Five touchpoints. Every resident. Every lease.
Continuity covers every critical moment in a resident's lease lifecycle — from the week before they move in to the final weeks of their lease. Each touchpoint is a genuine human interaction, logged and reported back to your team.
Move-In Welcome
7 days before move-in
Personal welcome call or text. Confirm logistics, answer questions, set the tone for a positive residency before they turn the key.
All Tiers
90-Day Check-In
90 days after move-in
The most important call. Surface concerns before they become complaints. Identify at-risk residents while there is still time to act.
All Tiers
Renewal Outreach
90 days before lease end
Personal outreach to uncover hesitations and give residents a reason to stay before they start looking elsewhere.
All Tiers
Move-Out PrepNew
45 days before lease end
For residents not renewing — coordinate utilities, cleaning, checkout prep, and key returns. Faster unit turns for your team.
All Tiers
Monthly Report
End of each month
Full activity report — touchpoints, renewals secured, concerns resolved, reviews flagged, revenue preserved.
All Tiers
Service Tiers
Three tiers. One coordinator. No technology overhead.
Every tier includes all five resident touchpoints. Higher tiers add AI-assisted outreach, reputation management, analytics, and strategic planning — all managed by our team so your team's time stays focused on operations.
Tier 1
Foundation
Human outreach, professional follow-through, monthly visibility.
$8 / unit / mo
All 5 Resident Touchpoints
✓Move-In Welcome — 7 days before move-in
✓90-Day Check-In — personal call or text
✓Renewal Outreach — 90 days before expiration
✓Move-Out Preparation — 45 days before expiration New
✓Monthly activity report to property manager
Move-Out Coordination
✓Utilities & forwarding address checklist
✓Cleaning & unit prep confirmation
✓Key & access card return coordination
✓Fee schedule review with resident
✓PM move-out summary with open maintenance
Resident Engagement
✓Phone and email outreach
✓Concern logging and triage
✓Renewal and move-out status tracking
Best forCommunities wanting dedicated human retention management with professional reporting and full move-out coordination.
Most Popular
Tier 2
Connect
Everything in Foundation plus AI-assisted outreach and reputation management.
$12 / unit / mo
Everything in Foundation, plus
✓AI-assisted personalized SMS outreach
✓Review Monitor — Google, Apartments.com, Yelp & more
✓AI-drafted review responses submitted to PM for approval
✓At-risk alerts — residents flagged before they decide to leave
✓Sentiment analysis included in monthly report
Move-Out Coordination (Enhanced)
✓All Tier 1 move-out checklist items
✓AI-generated move-out SMS outreach to resident
✓AI-generated PM move-out summary report
✓Social listing monitoring across platforms
Reputation Management
✓Negative review flagged same day
✓Professional response drafted & emailed to PM within 24 hrs
✓Listing profiles tracked across 15+ platforms
Best forCommunities wanting broader resident reach, online reputation management, and early warning on residents likely to move out.
Tier 3
Full Stack
Complete retention management — campaigns, analytics, strategy, and door visits.
$16 / unit / mo
Everything in Connect, plus
✓Renewal campaigns — 3-touch AI-assisted sequences
✓Analytics dashboard — renewal rate, engagement, revenue
✓Resident segmentation by risk level
✓Authorized in-person door visits for at-risk residents
✓Quarterly strategy calls with property management
Move-Out Coordination (Full Service)
✓All Tier 2 move-out services
✓Door visit option for move-out walk-through coordination
✓Move-out data included in quarterly strategy call
✓Unit turn timeline tracked and reported
Strategic Reporting
✓AI analytics interpretation in monthly report
✓Quarterly retention strategy review
✓Year-over-year renewal rate tracking
Best forCommunities seeking comprehensive retention management, data-driven strategy, and maximum impact on renewal rates and unit turn speed.
New in 2026
Move-Out Preparation — a faster unit turn starts 45 days early.
For residents who aren't renewing, Continuity coordinates every step of their departure — not just to be helpful to the resident, but to get your unit back in rentable condition faster. Every day a unit sits vacant costs you money.
Utilities & Logistics
Continuity confirms the resident has arranged utility transfers, mail forwarding, moving logistics, and a confirmed move-out date — reducing last-minute surprises on handover day.
Unit Readiness
Cleaning, carpet, appliances, wall repairs, and belonging removal — all confirmed with the resident before the move-out date so your team isn't managing it the morning of.
Key & Access Return
All keys, fobs, garage remotes, and parking permits tracked and confirmed for return — so access control is clean and nothing gets overlooked.
Fee Review with Resident
Continuity walks the resident through the standard fee schedule before checkout — cleaning, damage, lost keys — reducing disputes and avoiding the tension of a surprise deduction from their deposit.
Open Maintenance Logged
Any unresolved maintenance requests are documented and handed to your PM in the move-out summary — so your maintenance team has a complete punch list before the unit turn begins.
PM Summary Report
An AI-assisted move-out summary is emailed directly to your property manager — checklist status, outstanding items, open maintenance, and recommended next steps for a fast unit turn.
Return on Investment
One prevented move-out pays for months of service.
At an average of $1,542 monthly rent in Overland Park and 35 days to re-lease, every move-out your community avoids has a direct and measurable dollar value.
$1,800
Lost rent per vacancy at average KC metro rent and 35-day re-lease time
$1,200
Average unit turnover cost — cleaning, repairs, marketing, admin
$3,000+
Total cost of a single move-out — one renewal covers months of Continuity fees
100-unit community at Tier 2
$1,200/month in Continuity fees. One prevented move-out per month — a realistic target given national retention data — delivers $3,000+ in preserved revenue. Net positive every month.
2.5×
Average ROI per prevented
move-out vs. program cost
move-out vs. program cost
Why Continuity
Not software. Not a service. Both.
Human-led
Every resident interaction is managed by a dedicated resident retention specialist — a real person who knows the community, knows the residents, and follows through. No bots answering questions. No automated texts signed by a fake name.
AI-assisted
Claude AI drafts personalized messages, review responses, and monthly reports — reviewed and approved by our staff before anything reaches your residents or your team. Speed without sacrificing quality or authenticity.
Fully reported
Every touchpoint logged. Every concern tracked. Every review flagged. Every renewal confirmed. Your monthly report is a complete accounting of what happened, what it cost, and what it preserved.
