Case Study: How Snagging Improved Tenant Satisfaction in a Rental Building

Introduction

Tenant satisfaction is crucial for property management companies, as happy tenants lead to higher retention rates, fewer disputes, and positive reviews. This case study explores how a rental building significantly improved tenant satisfaction by implementing a proactive snagging process, leading to better maintenance efficiency and reduced tenant complaints.

The Challenge: High Tenant Complaints & Low Retention

A large rental building with over 100 units faced increasing tenant dissatisfaction due to unresolved maintenance issues. Common complaints included:

• Poor finishing in newly rented apartments.
• Recurring maintenance problems, such as leaks, faulty wiring, and heating issues.
• Slow response times from the maintenance team.
• Disputes over security deposit deductions due to unnoticed damages at move-in.

The property management team needed a structured approach to identify and resolve defects proactively before they affected tenant experience.

The Solution: Implementing a Snagging Inspection Process

To address these issues, the property management team introduced a comprehensive snagging process for both new and existing rental units.

Key Steps Taken:

1. Pre-Lease Snagging Inspections – Before tenants moved in, thorough inspections were conducted to identify and fix defects such as cracks, plumbing issues, and electrical faults.
2. Smart Technology Integration – AI-powered snagging software and thermal imaging were used to detect hidden issues like insulation gaps and moisture buildup.
3. Scheduled Preventive Maintenance – Regular inspections helped identify potential maintenance needs before they escalated into serious problems.
4. Transparent Tenant Communication – Snagging reports were shared with tenants at move-in, ensuring they were aware of the property’s condition and reducing security deposit disputes.
5. End-of-Tenancy Snagging Checks – A final inspection before tenant departures ensured that any damages were accurately recorded and addressed.

The Results: Enhanced Tenant Satisfaction & Reduced Complaints

Within a year of implementing the snagging strategy, the rental building saw significant improvements:

• 40% Reduction in Tenant Complaints – Fewer maintenance issues resulted in happier tenants.
• Higher Retention Rates – Improved property conditions encouraged tenants to renew their leases.
• Faster Maintenance Resolutions – The snagging process streamlined repair workflows, reducing response times by 50%.
• Fewer Security Deposit Disputes – Transparent reporting minimized conflicts over damages and deductions.
• Positive Online Reviews – Satisfied tenants left better ratings, attracting more prospective renters.

Lessons Learned & Best Practices

For property managers looking to enhance tenant satisfaction through snagging, key takeaways include:

• Conducting pre-move-in inspections to ensure rental units meet high standards.
• Using technology such as AI-driven snagging tools and thermal imaging for thorough defect detection.
• Implementing preventive maintenance to reduce unexpected repair costs.
• Keeping tenants informed with clear communication and transparent snagging reports.
• Establishing end-of-tenancy inspections to fairly assess damages and manage security deposit returns.

Conclusion

This case study highlights how a structured snagging process can lead to significant improvements in tenant satisfaction, maintenance efficiency, and property reputation. By proactively addressing issues before they escalate, property managers can create a better living experience, retain tenants longer, and reduce long-term maintenance costs. Investing in snagging inspections is a smart strategy for long-term rental success.