This summer, Concert Properties conducted our annual Resident Survey to gain valuable feedback and continuously improve the living experience across our rental properties.
“Listening to our residents is fundamental to how we improve and grow as a team,” says Kerri Jackson, Senior Vice President, Property Management. “Their feedback not only helps measure our success but also guides us in making meaningful improvements to better serve our communities.”
The survey, conducted through KingsleySurveys, revealed that 84% of respondents rated our community management as "good" or "excellent," surpassing industry benchmarks. Nine of our properties also received the 2024 Kingsley Excellence Awards for outstanding resident satisfaction.
Resident-centric Services
At Concert Properties, this level of exceptional service begins with our dedicated, on-site Resident Services teams. Our professionals provide 24-hour support to address emergencies, maintenance needs and ensure our residents feel secure and happy with their home.
Feedback from the survey confirmed that our approach is working. “My partner and I really enjoy living here,” shares a resident at Palomar in Greater Toronto. “We like the building amenities. The staff is helpful, professional and respectful and the common areas are always clean. We feel safe and love our apartment, and we take care of it as if it was our own.”
Fostering Community Connection
Building a sense of belonging is at the heart of our property management approach, and the survey results showed that residents deeply value these efforts. As one resident at The Westridge in Vancouver reflects, “I know of no other community quite like what has been grown here and that has a lot to do with the management setting the tone and holding nice events. That's amazing.”
In fact, many residents highlighted the importance of social gatherings in building community spirit. Social celebrations, including our bi-annual resident and tenant appreciation events—which feature food, music and activities—play a key role. Resident Services Agent Kaylee Chun notes, "It’s beautiful to see everyone come together, enjoy the festivities and spend quality time with neighbours."
Amenities Designed for Living Well
The survey also highlighted the value residents place on thoughtfully designed amenities. In addition to ensuring the highest level of quality construction, we design our rental buildings to encourage wellness and connection, with shared community spaces, recreational facilities and sustainable features.
As a resident at The Standard highlights, “I really love that [Concert Properties] added the beehives on top of the building. I see them visiting my garden throughout the day and I love seeing pollinators at work!”
Our communities are also strategically situated near essential amenities, public transit and recreational areas, providing residents with easy access to daily necessities.
Continuous Improvement
At Concert Properties, we believe listening to our residents is just the first step—acting on their feedback is where meaningful progress begins. We are incredibly grateful to our residents for taking the time to share their thoughts and experiences, which help shape the future of our communities. In response to the survey feedback, residents will receive a letter outlining what we have done or plan to do to address their concerns.
While most requests are dealt with immediately, more substantial suggestions are included in the capital planning budget, ensuring funding is allocated to address these needs in the near future. This invaluable feedback on what we’re doing right—and where we can improve— guides our efforts toward realizing our vision of building resilient, inclusive and sustainable communities that residents are proud to call their own.
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