Apartment Residents Turning to Multifamily Resident Portals in Big Numbers During COVID-19 Lockdowns

Now sheltering in place due to COVID-19, many residents who once made little or no use of their properties’ multifamily resident portals are finding them indispensable in navigating the pandemic. This trend has accelerated the already burgeoning adoption of these portals by residents. They’re using the portals to gather information from site staff, communicate with one another, and even to participate in enjoyable contests, classes and other activities that bring them closer to their neighbors and provide diversions during a difficult time. Perhaps the primary usage of resident portals has been as a means of connecting staff to residents to keep them informed about how COVID-19 is affecting policies, procedures and use of amenities at the communities, as well as to show a caring attitude. At many properties, there’s nobody to drop off flyers and reduced staff at the front office to alert residents to changes in COVID-19 impacts at the properties. The resident portal has become the go-to for this sort of communication, even for residents who have never used a portal before. Mike Gomes, Chief Experience Officer at Cortland, says RealPage’s ActiveBuilding portal has been critical in demonstrating the properties’ concern for residents during the lockdowns. “It’s all about the personal touch,” he explains. “We’re here for you: do you have any concerns, any questions? It’s gone over really well. We found our residents have been on social channels saying things like ‘wow, they really care ... they check on me and ask if my family is okay.’ And of course, this is great for building our relationship with residents and for our reputation.” Creative uses of multifamily resident portals during COVID-19 Another growing use of resident portals has been as platforms for resident entertainment and community-building, helping alleviate the ennui of being locked in for weeks at a time. Steven Ost...