State of the Tenant: Insights Report 2026 | USA
Discover what residents value most, where their experience is falling short, and the factors influencing whether they stay or move across the US rental market.
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Transforming Residential Rentals Through Experience
Be part of the inaugural State of the Tenant Report — uncovering how Customer Experience is shaping the future of residential rental in the US. This first-of-its-kind study, distills exclusive insights from tenants nationwide, revealing what drives satisfaction, retention, and rental premiums.
The report offers decision-makers in residential property a clear view of shifting expectations, market opportunities, and the strategies redefining tenant experience.
What Are US Residents Telling Us?
Say repairs are a concern
Put safety first
Identify rent increases as a critical move-out trigger
Could stay longer for the right experience
This exclusive insight report will cover:
Explore the State of the Tenant 2026 US
Four parts. One clearer view of what residents expect and what can influence retention.
Part 1: Current Market Landscape
What matters most to residents today?
Explore what residents prioritize when choosing where to live, the biggest pain points in their current experience, and the factors that can influence a decision to move.
44% say repairs are a concern.
Speed of maintenance requests and repairs is the most widespread experience pain point identified in the study.
Figure 1. Repairs is still the 1 pain point by reach: 44% rate it at least a moderate concern. Only 29% say it’s not an issue.
Part 2: Understanding Tenant Segments
Not every resident expects the same experience.
Explore the different priorities and behaviors of the resident segments identified in the research:
Figure 2. The three renter segments represent distinct housing priorities, with Managed Residents seeking reliability and consistency, Value Renters weighing price against quality and transparency, and Launchpads prioritising needs shaped by their life stage and circumstances.
Part 3: Experience Opportunities
Where does the resident journey need attention?
Explore where the rental experience performs well and where operational friction emerges across the journey.
The research highlights opportunities around:
Figure 3. Across the tenant journey, move-in is performing well, but repairs and ongoing communication are the critical weak spots. Rising expectations for clarity, updates, and responsiveness mean operators must elevate transparency across every step.
Part 4: The Dream Experience
What would residents choose if they could design a better rental experience?
Discover which services residents value, what could encourage them to switch communities, and what could strengthen longer-term commitment.
The research explores demand for:
Figure 4. Under a dream-experience scenario, nearly six in ten tenants become willing to stay 12– 24 months — a significant shift from today’s short-term mindset. This shows that great experiences directly translate into stronger commitment and longer stays.
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