October 6, 2023

First time tenants
By: metronz

As digital technology increasingly influences various sectors, the property management industry confronts distinctive challenges in integrating these advancements.

How does one reconcile the efficiency of digital tools with the indispensable human element in tenant selection? This complex issue directly impacts landlords' investment returns, tenant satisfaction, and the overall effectiveness of property management.

The Rise of Digital Tools

Digital platforms have transformed how property management functions. Gone are the days of paper applications, handwritten leases, and checks delivered by mail. Today, cloud-based management software enables landlords to track payments, maintenance requests, and lease renewals at the click of a button.

AI-powered screening tools can evaluate hundreds of applications within minutes, ranking tenants based on predefined criteria such as credit score, employment status, and rental history. The efficiency of digital tenant selection is undeniably advantageous, yet it raises an important question: how is human interaction integrated or compromised in this process?

The Case for Digital Efficiency

The proponents of digital technology often cite several compelling reasons for its adoption.

First, it offers unparalleled speed. Digital tools can sift through massive datasets quickly, pulling out key information that manually might take hours or days to collect.

Second, digital tools minimise human error. The algorithms used in tenant screening software are designed to be impartial, thereby reducing the risk of discriminatory practices or biases that could lead to legal ramifications.

Third, the scalability of digital solutions is unbeatable. Whether you're managing five properties or five hundred, the right software can easily adapt to your needs without requiring a proportional increase in labour.

The Human Element in Tenant Selection

Despite the allure of digital efficiency, the human element in tenant selection cannot be entirely dismissed. After all, a successful landlord-tenant relationship hinges on more than just numbers. Factors such as interpersonal compatibility, trustworthiness, and the "gut feeling" you get during an interview play a significant role in the long-term success of the tenancy.

Intuition Versus Data

Digital tools can provide data, but they lack the ability to interpret nuances or sense subtleties in human behaviour. They can't assess how well a prospective tenant will fit into a community, nor can they predict how responsibly a tenant will treat a rental property. Only a human can make these judgments, and they often do so through years of experience and instinctive understanding of human behaviour.

Emotional Intelligence

While algorithms and software focus on hard data, they cannot utilise emotional intelligence, a key component in forming lasting landlord-tenant relationships. Emotional intelligence encompasses empathy, social skills, and the ability to manage one's own emotions and understand those of others. These qualities are often the unsung heroes in peaceful cohabitation and mutual respect between landlords and tenants.

A property manager attuned to these subtleties can defuse tensions and resolve issues before they escalate, ensuring a harmonious living environment. As property management increasingly embraces digital tools, incorporating emotional intelligence into the tenant selection process becomes a deliberate act, reminding us that behind every application is a human being seeking a place to call home.

Legal and Ethical Considerations

Digital screening tools may sometimes inadvertently violate fair housing laws by excluding certain groups, even if the exclusion is unintentional. This is where human oversight becomes crucial. An experienced property manager can ensure that the selection process adheres to legal and ethical standards, preventing potential lawsuits and fostering a more inclusive community.

Striking a Balance

Given the strengths and limitations of both approaches, a hybrid model seems most fitting for the tenant selection process. Digital tools can handle the heavy lifting; sorting through applications, conducting preliminary screenings, and even automating communications for efficiency. Once this initial shift is complete, human expertise can take over to make the final decision, considering factors that a machine can't evaluate.

Metro NZ Property Management

At Metro NZ Property Management, we know tenant selection is a nuanced process that requires a combination of digital efficiency and human insight. Our transparent fee structure for rental property management offers property owners a comprehensive yet streamlined solution, allowing for the use of digital tools for initial viewings and screenings. However, the final selection always involves human judgement to ensure that we not only find a tenant who meets all the criteria but also one who will respect the property and contribute positively to the community.

Effective Tenant Selection

In the tenant selection process, neither human touch nor digital efficiency can singularly offer the perfect solution. However, combining the strengths of both can create a selection process that is not only quick and accurate, but also fair and insightful.

By combining technology with human intuition, property managers can ensure they're making the best choices for all parties involved. This balanced approach mitigates risks and maximises the potential for a successful, long-term landlord-tenant relationship.