Are we speaking the same language?

Presented by: Santiago-Aleman, CAPS, CAM, ARM, Greystar & Toshua Villegas, CAM, Greystar

Bridging the Gap: Supporting Aging Renters in a Digital-First Leasing World

As property management companies embrace digital platforms for applications, maintenance requests, and communication, an unintended challenge has emerged—many aging renters struggle to keep up with increasingly tech-driven processes. From all-online applications to work order requests, the shift to digital-first operations can create barriers for those less familiar with technology.

Additionally, industry-specific jargon—such as "POI" (Proof of Income)—is often second nature to leasing professionals but can be confusing for renters and prospects unfamiliar with these terms. Miscommunication and frustration can arise when prospects don’t fully understand the requirements being asked of them.

This session will explore the growing issue of "tech paralysis" in the rental industry, its impact on aging demographics, and why taking the time to assist renters through the application and leasing process could be an important consideration for Fair Housing best practices. While technology is not a protected class, ensuring accessibility and clarity in our processes can enhance customer service, improve conversion rates, and create a more inclusive rental experience.

Participants will leave with practical strategies for accommodating renters who may struggle with digital processes, as well as best practices for simplifying industry jargon to ensure better communication and understanding.

Attendees can earn 2 CEC's!

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