Mobile applications, or apps, have transformed the way we interact with the world. From social media to shopping, entertainment to business, apps have become part of daily life. It is also changing the rental experience.
The rise of property apps
The creation and adoption of mobile apps accelerated during the pandemic and has continued at a brisk pace.
As in-person interactions became limited or impossible, companies were forced online and if they weren’t online already, they needed to find new ways to connect with their clients. More people turned to apps to search for homes, apply for rentals, and manage their leases – doing it all from the safety and convenience of their mobile devices.
And while the pandemic has run its course, are people still as eager to interface with apps? Or are phones becoming cluttered with unused apps downloaded and used only once or twice. I’m sure we all have a few apps on our phone that we have forgotten are even there.
In the 2024 Canadian Multi Residential Satisfaction Study, simplydbs delved into app usage collecting the responses of over 20,000 renters from across the country.
We discovered that 68 per cent of people searching for a new home would prefer to use an app for the process. Only 15 per cent of respondents said they would not want to use one. The remainder were undecided.
These figures show a strong preference for mobile solutions when looking for a place to live.
Convenience and accessibility
Apps – when they’re done well – are convenient.
Compared with opening a browser and navigating through websites on a small screen, apps are often simpler and faster. Apps make businesses accessible 24/7, allowing customers to engage, book services, or resolve issues at their convenience.
simplydbs found that, among tenants who currently have and use an app for their property, these are the features that were ranked most important by respondents:
- create and track maintenance requests;
- receive package delivery notifications; and
- view the front door.
Among those who did not currently have a property app, the most in-demand feature, again, was the ability to create and track maintenance requests. This feature was followed by being alerted of property announcements and the ability to make or schedule automatic payments.
Improved communication
Apps have the ability to enhance communication between businesses and their customers. For housing providers, having an app creates a more direct and immediate line of communication.
As demonstrated above, tenants desire this kind of functionality from their app. Whether it’s sending a notification about an upcoming maintenance schedule or responding to a tenant’s inquiry, apps streamline these interactions and make it easier to stay connected.
In turn, housing providers are able to maintain better communication with tenants and can resolve issues in a more timely manner.
When asked about the importance of digital communication tools – such as a property app – one in six stated that this was an essential feature when considering a place to rent. This feature slipped in importance once respondents reached 55 years of age and peaked among those in the 40 to 44 age range.
The importance of user experience
While apps offer great advantages, poor user experience can be frustrating. It is one of the major reasons why people will delete an app.
To ensure that their apps are used, housing providers need to provide a smooth and intuitive experience as well as provide the features that tenants desire.
These were some of the ways in which people wanted to use a property app:
- to look for their next rental (69%);
- submit rental applications (72%); and
- sign leases and pay deposits (63%).
When it comes down to it, people are interested in using an app in ways that would expedite the rental process.
As renters continue to seek more streamlined, convenient ways to manage their living experiences, mobile apps that prioritize user-friendly design and offer features that truly add value will result in enhanced tenant satisfaction, better communication and create operational efficiencies.
