At Invitation Homes, we pride ourselves on offering quality, updated houses in great neighborhoods and providing superior services to our residents. This includes updating our properties before residents move in and then maintaining the home to high standards.
After we purchase a home, we make an initial renovation investment – in 2019, that investment averaged more than $30,000 per home. In total, we’ve invested more than $2 billion improving houses and neighborhoods over the past seven years. Then, once a resident has moved in, we offer timely maintenance services to address any issues that may arise.
Properly caring for our approximately 80,000 homes requires sophisticated planning and organization, and we’re always striving to improve. That’s why we implemented our ProCare program.
ProCare is an innovative and proactive maintenance program designed to optimize each touchpoint with the resident and the home. The way it works is simple: we engage with the home and the resident at several points in the lifecycle of a lease, allowing us to make any tune-ups needed and to ensure the home meets our standards.
Let’s take a look at a few of the key touchpoints.
Once a new resident is ready to move in, we walk through their new home with them to ensure they know how to work all of the systems in the home and that they understand their responsibilities for caring for the home. During this visit, we’ll show the new resident how to do things like change air filters, use irrigation systems, and utilize our Smart Home technology. We’ll also make any needed repairs and ensure that our resident knows how to make a maintenance request. This orientation assures that the resident is comfortable in their home as they start their lease term.
Initial Follow-up and Six-Month Check-in
We offer additional maintenance check-ins once the resident is settled into their new home. At around 45 days after move-in, we schedule a check-in to ensure everything is functioning as it should. This is also a good opportunity to answer any questions the resident may have now that they are actually living in their home.
Our maintenance team will go to the home again at six months, and then every six months following that visit. Of course, if a resident needs maintenance assistance outside of these regular visits, they can always request service either through our resident portal or by contacting our local office.
When a resident has notified us that they will not renew their lease, we conduct a pre move-out visit to share actions they can take to ensure they get their full security deposit back. Our goal here is transparency. We contact our residents about 60 days prior to move out, and residents typically embrace this opportunity.
After a resident moves out of a home, we’ll conduct a move-out inspection. This is where our superintendent reviews the condition of the home, identifies any needed repairs and recommended upgrades, and begins the process of making sure the home is ready for the next resident.
Meeting Our Residents’ Needs Now and In the Future
ProCare has enabled us to better deliver the experience we strive to provide our residents. The results are paying off. In 2019, our residents awarded our maintenance activities a satisfaction score of 4.5 out of 5 in the internal surveys we do at every touchpoint. While we’re pleased with that score, we recognize there’s always more work to be done.
As America’s premier home leasing company, we’ll continue to work every day to ensure our residents have a pleasant and worry-free experience in their homes.