Connection is a guiding principle for resident satisfaction.

Multifamily housing professionals are often preoccupied with operational efficiencies, but there is a human side to the work. The Apartmentalize 2025 session, “Trend Hacks: Successfully Mastering What’s Hot Now and What’s Next,” emphasized the increasing prevalence of stress and unhappiness among residents, particularly among younger generations, such as Gen Z and Millennials.  

Lisa Trosien, President of Apartment Expert, and Kelley Shannon, Managing Director of Marketing, Customer Experience and Revenue Management, with Bozzuto Management, shared insights on the emotional well-being and mental health of residents and onsite teams. With statistics revealing that 21% of adults experience serious feelings of loneliness, it’s clear that fostering a sense of community is a necessity. 

“We are far less happy than we used to be,” Troisen said. “The U.S. ranks 24th in the world in happiness, and we've been out of the top 10 for the last couple of years. It’s evident that our residents are stressed, angry and feeling uneasy.” 

One of the standout points was the need for innovative community-building strategies. The panelists highlighted the success of initiatives like "Dinner with 12 Strangers," a creative approach that encourages residents to connect over shared meals. This kind of engagement is vital. After all, 90% of residents desire connection, yet only 10% feel genuinely connected to their community. This underscores the importance of property management teams actively working to build familiarity and trust with residents. 

"If your residents know the name of just one team member, statistics show that they will feel 25% greater trust in your community,” Troisen said. 

When it comes to amenities, traditional offerings may no longer suffice. Residents are seeking practical and engaging spaces. Trosien pointed out innovative features, such as wine dispensaries and co-working spaces integrated into mailrooms, that cater to the modern resident's lifestyle. Meanwhile, Shannon advocated for sustainability, urging property managers to consider community gardens and greenhouses as valuable amenities that enhance the living experience and promote environmental consciousness. She also asks teams to encourage residents to participate in serving their communities. 

“We invite our residents to join us for something that goes a long way in creating community, people-focused events,” Shannon said. “It allows people to talk to each other and do things that are not only stress-free but make the overall community better.” 

However, Shannon and Troisen also emphasized that it’s essential to provide amenities that residents genuinely want, pointing out the trend of once-popular theater rooms being repurposed. 

"Residents want practical amenities, especially if they are paying you a fee for them,” Troisensaid. “They want something they’re actually going to use.” 

Another critical topic was the importance of fee transparency. Hidden fees can erode trust, and both speakers emphasized the growing demand for clear communication regarding costs. BH Management's experience showcased a 33% increase in approved applications after integrating fees into the base rent, highlighting the positive impact of transparency on resident trust and satisfaction. 

“We need to standardize this process, ensuring we review and check for reasonableness,” Shannon said. “You may want some of these costs to be included in the base price and not bother people with small fees. Keep track of the legislation as it is changing quickly and have a designated person in your office to monitor for any changes.” 

The emotional toll on site teams is critical as well, the panelists said, emphasizing the importance of psychological safety and support for those on the front lines. Additional measures such as de-escalation training and dedicated mental health support were highlighted as crucial in helping teams cope with stress and prevent conflicts. It’s also important to make sure companies are recognizing the wins their employees obtain. 

“Celebrate, recognize and express gratitude for your teams,” Shannon said. “It gives them a sense of belonging and pride.” 

By prioritizing community engagement, innovating amenities and fostering transparency, owners and operators can create environments where residents feel valued and connected. 

Kevin Juhasz is a Content Manager for LinnellTaylor Marketing.