Innovation means different things in multifamily. What first comes to mind is proptech, but innovation has shifted to new spheres; many operators are now prioritizing the pet experience, which spans pet owners, residents without pets, onsite teams and pets themselves.
As furry companions are welcome in more apartment communities than ever before, panelists at the forefront of pet innovation discussed the benefits and challenges of creating pet-inclusive communities in the Apartmentalize 2023 session, “Pets and Technology: The Latest Wave of Multifamily Innovation.”
The most common pet-related challenges for apartment communities include unscooped pet waste, property damages, emotional support animals (ESAs) and pet restrictions.
Mary Kahl, Senior Vice President of Property Management at Timberland Partners, surveys residents annually to gauge overall satisfaction. Pet waste has been the No. 1 complaint for two years in a row at every single community.
“As we approached the challenge of pet waste and resident satisfaction, it was important to define what success was going to look like and how to measure it,” Kahl says. “We decided success was going to be a 50% reduction year-over-year in resident dissatisfaction with pet waste and breaking even with all costs incurred within one year. Those are pretty aggressive goals.”
Kahl notes Timberland utilizes a DNA testing service to help with pet waste initiatives and hold pet owners accountable. Surveyed residents in 2023 indicated positive results, including a resident dissatisfaction with pet waste reduction as high as 69% in some communities. Eighty to 85% of service teams also expressed they had improved job satisfaction with the addition of the DNA testing.
Susan Passmore, Executive Vice President at Blue Ridge Companies, says Blue Ridge decided to better manage pet populations from a few different angles and alleviate some of the challenges associated with ESAs and restricted breeds.
“Our pet program initially included a two-pet limit with more than 10 breed restrictions,” Passmore says. “We actually created an environment where residents were getting around our program. By having breed restrictions, about 10% of residents had ESAs and 60% of those ESAs were restricted breeds. We’re not actually keeping restricted breeds out – residents are just finding another way to get them in.”
Blue Ridge adjusted its pet program and is now rolling out a pet-inclusive brand of the company, including a pet-limit increase from two to three and eliminating all breed restrictions.
Jamin Harkness, President of Property Management at The Life Properties, is an industry pioneer of progressive pet initiatives. While at his former company, TMG, he lifted all breed restrictions and learned a few lessons along the way.
“At TMG, we had a resident who wanted to bring a restricted breed and we fought them,” Harkness says. “After $1,500 of lawyer expenses, I wondered why we even have breed restrictions and why we’re paying to keep residents’ dogs out. We asked our insurance company about breed restrictions, and our contacts said they have never given breed restrictions.”
TMG moved forward with lifting all breed restrictions and rolled out an extra addendum of rules and an animal liability endorsement waiver on all renters insurance policies. Harkness says he measured success over a three-year period and found 80% of residents with pets renewed.
Harkness notes an inclusive pet program is not a one-time event – it’s a constant rollout that keeps everyone happier.
“If a company is going to be pet-inclusive, it’s important to acknowledge that pet is a member of the family – they’re residents too,” Harkness says.
Morgan Dzak is an Account Manager for LinnellTaylor Marketing.