Centralization is a trending operational strategy in multifamily, and a movement that likely won't ever be retracted. The advent of new property technologies in recent years has equipped the industry to permanently migrate toward combating labor issues and rising operating costs.

However, centralization efforts are rarely uniform — especially in maintenance. There are varying opinions about which functions and services should be centralized, the level of on-site presence required at communities, and the technology needed to effectively facilitate centralization without sacrificing service. But the clear consensus is that successful maintenance centralization hinges on technology. Proptech and smart home platforms that either create efficiencies, empower teams to complete tasks remotely, or enable a contactless experience are essential to fully leverage the benefits of maintenance centralization.

For years, many operators only had visual cues of where and when maintenance tasks needed to be performed. The problem with this model is that failure was often the prompt to repair, meaning there had to be an obvious problem to the naked eye before anything was fixed. Technological advances like maintenance tracking and pre-scheduled inspections helped the industry adopt better preventative maintenance practices. But things don't break on a schedule and teams still find themselves being largely reactive to maintenance issues.

Smart home technologies and monitoring capabilities have modernized the visual and preventive processes. Operators have a true holistic and transparent understanding of their communities and portfolios and it is this knowledge that is the foundation for centralized maintenance.

Here are some key technologies to further support the transition to a centralized maintenance management structure:

Self-guided Touring

Historically, leading in-person tours has been a primary role of leasing associates, but touring and online leasing technologies have largely absorbed those tasks. At first, self-guided touring enabled on-site associates to direct their time to other tasks, like customer service, and limit their interactions with prospective residents to before and after tours. However, as the technology rapidly evolved and prospects expressed a preference for contactless touring, even those brief touchpoints became unnecessary. And it was that development that largely spurred the industry to embark on centralization efforts.

In a centralized model without a property team present, touring platforms must be completely autonomous. Even the simple steps of picking up a key fob and property map must be eliminated. Unfortunately, while most multifamily operators adopted some form of virtual or self-guided touring during the Covid-19 pandemic, many of those platforms still rely on some form of in-person exchange to initiate or complete the tour. Self-guided touring allows operators to conduct tours without an on-site leasing team, but only if the entire tour process is contactless.

Smart Access Controls

Smart access controls are the cornerstone of effective centralization. Temporary cloud-based access credentials, controlled through a smart device, can be issued to maintenance technicians during repair visits, providing seamless access throughout designated homes, common areas and amenities. They can be issued and cancelled remotely, or set for a designated window of time, providing a fully customized, centrally controlled system.

Smart access controls are also integral to the everyday management of communities in centralized models. Centralized teams can remotely assist residents, prospects, guests, maintenance technicians, vendors and delivery personnel with access to various areas of the community. Teams can still control and monitor property access without being present.

Mobile Maintenance Platforms

The efficiency of centralized maintenance teams is critical to overall centralization efforts, not only in terms of property upkeep but also resident satisfaction. Mobile maintenance platforms empower maintenance technicians to receive and respond to resident service requests from wherever they are. They can update residents on the status of their service request and anticipated arrival times.

Traditional on-site maintenance technicians typically lose more than an hour out of their day just coming and going from homes to the maintenance office. The potential for lost time with centralized teams is astronomical. Yet, through mobile platforms, technicians can remain in the field and save valuable time since their daily stops are plotted via the most efficient route, and assigned by task type and skill set. Without the logistical assistance of mobile workflow platforms, centralizing maintenance responsibilities is impractical and puts the integrity of assets at risk.

Asset Protection

A centralized maintenance team's best friends are asset protection devices like leak detectors and humidity sensors placed at high-risk areas in homes and throughout the community. Such devices identify minor issues before they become larger problems, and allow maintenance crews to resolve problems before damage occurs or residents even notice.

Early detection, especially with incidents of water intrusion and flooding, is particularly vital when maintenance associates aren't always on site to respond to an emergency. A proactive approach can be the difference between a quick fix and extensive repairs.

Smart Home Solutions

Smart home solutions including lighting and thermostats enable centralized teams to manage their communities remotely. Through a single dashboard, centralized associates can make adjustments to amenity and common area lighting, blinds, heat and air conditioning settings — tasks that traditionally require manual adjustments. Teams can also establish automated energy-saving settings that initiate whenever a home is vacated, saving maintenance teams the trip. By saving valuable time, centralized smart home solutions create efficiencies that enhance both the resident and associate experience.

Without equipping centralized teams with the technology that enables them to remotely manage communities, operators are setting their associates and assets up for failure. Yet, by automating routine manual tasks and building efficiencies into the everyday workflow, operators can make the successful transition to centralized operations without sacrificing property performance or service.