Case study·Build-to-rent

Renewal-risk queue

From a month-end renewal scramble — to a weekly at-risk queue

21 days
Earlier contact with at-risk renewalsFrom inside the offer window to three weeks ahead
“Renewals became proactive instead of a month-end scramble.”
Resident Experience Lead · BTR multifamily operator
UK BTR / multifamily operator·1,400 units across 3 pilot assets·7-week pilot·United Kingdom
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01Pilot envelope
Pilot length7 weeks
First signal9 days
First ROI45 days
Team alongside5 seats · 2 colleagues

7-week pilot; joined renewal dates, arrears, maintenance history and resident sentiment; no pricing changes without human approval.

02What it owns
Reports toResident Experience Lead, dotted line to the Maintenance Lead on pre-offer issue clearance.
Owns
  • At-risk renewal queue — circulated weekly with renewals scored against arrears, maintenance, sentiment and tenure
  • Resident context pack — joined arrears, open work orders and last survey response attached to each upcoming offer
  • Pre-drafted resident outreach — three approved templates queued for property manager review and send
  • Pre-offer maintenance sweep — open work orders flagged to the maintenance lead 21 days before the offer window opens
  • Pricing context — read-only YieldStar view alongside each at-risk case for the reviewer
Does not do
  • Pricing decisions or concessions — escalates to the Resident Experience Lead and the revenue owner
  • Send resident outreach autonomously — every message routes through a property manager
  • Close or schedule maintenance work — surfaces the case, the maintenance lead owns the fix
Done looks like

The team works at-risk renewals three weeks earlier than the offer window, with arrears, maintenance and sentiment already on the page. No pricing change leaves the team without a named human approver.

03The team
AI teammates2
HannahJoins renewal dates, arrears, maintenance history and resident sentiment into a weekly at-risk queue and surfaces the cases needing a property manager call this week.
MarcoPre-drafts resident outreach for each at-risk renewal using the joined context, queued for property manager review and send.
Human team5
  • Resident experience leadResident experience
  • 4 Property managersOperations
  • 4 Leasing associatesLeasing
  • 2 Finance analystsFinance
  • Maintenance leadMaintenance
04Connected stack
OneSiteHubSpotMaintenance systemYieldStarTenant survey platformOutlook
05What it returned
21 daysEarlier contact with at-risk renewalsFrom inside the offer window to three weeks ahead
+8 ptsRenewal acceptance on pilot cohortAgainst the prior eight-week baseline on the same assets
19Unresolved maintenance issues fixed pre-offerAcross the 7-week pilot window
  • Day 0
    Co-ordinator sessionResident Experience Lead, property managers, finance and the maintenance lead agree the at-risk definition, the joined entities and the approval gates.
  • Day 9
    First signalHannah joins OneSite renewal dates, arrears flags, open work orders and last survey response and surfaces the first 14 at-risk cases for review.
  • Day 18
    Read-only queue circulatedWeekly at-risk queue lands in the resident experience inbox; property managers correct two scoring weights and confirm the maintenance join.
  • Day 28
    Approved outreach liveMarco's three resident outreach templates approved by the Resident Experience Lead and queued for property manager review and send.
  • Day 35
    Pre-offer maintenance sweepOpen work orders for upcoming renewals flow to the maintenance lead 21 days ahead of offer; first cohort of 19 issues cleared before offer letters go out.
  • Day 45
    ROI reviewSponsor signs off on the three baseline metrics and approves expansion to the operator's two remaining stabilised assets.
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