Artificial intelligence is beginning to transform apartment maintenance, but multifamily operators are adopting the technology with caution. Instead of seeing it as a way to replace technicians, companies are utilizing AI primarily for data analysis, enhancing reporting processes, and supporting decision-making, proven experts confirm.
For example, Greystar is integrating AI through a proprietary enterprise platform that spans various maintenance functions. According to Richard Regitano, Greystar's managing director of maintenance, facilities, and engineering, the technology helps analyze inspection and compliance data, identifying trends and fostering communication within teams for improved efficiency.
“One of its most valuable applications is synthesizing inspection data, enabling field teams and company leaders to transition swiftly from information gathering to action,” Regitano noted. He added that while they are in the early stages of AI integration in maintenance operations, there are daily advancements.
CAPREIT has a broader vision of AI's potential, envisioning its application throughout the entire maintenance lifecycle. They propose using AI for camera data during apartment inspections, assessing the longevity and expected service life of appliances, monitoring warranties, and managing service requests to enhance predictive spending.
“AI in maintenance operations represents one of the largest and most straightforward applications of the technology,” stated Savas Karas, CAPREIT's chief technology and transformation officer. “It can be an invaluable asset throughout the maintenance lifecycle.”
Operators Seek Proof Before Scaling
However, many operators are still determining how best to begin this technological transition. RPM Living is exploring platforms intended to enhance reporting, offer deeper operational insights, and improve visibility into real-time maintenance tasks. Nevertheless, they have yet to select or implement a specific system, according to Cerwin Thompson, vice president of facilities.
For the time being, the business case for AI is still under development. Greystar has encouraged field and regional teams to share best practices and innovative ideas to pinpoint areas where AI might deliver substantial benefits.
This cautious approach is particularly critical given the vast and varied nature of Greystar's portfolio. Regitano highlighted that while AI can bring tangible costs and requires a steep learning curve, the company remains committed to testing applications that deliver clear value while remaining adaptable when the technology does not yet align with their needs.
RPM takes a similar path, weighing the expense against operational improvement opportunities. “Though it’s a significant investment, we believe it’s vital for enhancing how we operate and better supporting our teams,” Thompson explained. “If the right tool helps us achieve this, we’re prepared to invest, prioritizing exceptional experiences for our clients and residents.”
At CAPREIT, calculating a return on investment poses challenges since the necessary data isn't yet in hand. According to Karas, sustained training and proper data collection are critical, alongside ensuring that information supplied to the AI platform aligns with company standards.
“As we gather data and measure it against our operational goals, I'm optimistic about AI delivering a positive return on investment,” Karas asserted.
A Multiplier, Not a Replacement
Despite AI's potential for driving efficiency, most operators do not view it as a means to reduce headcounts. Greystar, for instance, considers AI an enhancement rather than a substitute. Regitano emphasized that the immediate value lies in equipping employees with superior information and tools that facilitate quicker, smarter decisions.
RPM shares this perspective, believing technicians will remain irreplaceable at the property level. The company aims to reduce repetitive paperwork and streamline administrative tasks through AI, but Thompson stresses the limitations of the technology. “AI is a useful tool, but it can’t replace a maintenance team member,” he indicated. “At the end of the day, AI isn’t equipped to perform repairs or prepare an apartment for new residents.”
Predictive Maintenance is the Next Frontier
The next significant opportunity lies in transitioning from merely reacting to current conditions to anticipating potential problems. Greystar is examining its service history analysis and modeling AI capabilities to identify patterns, flag mechanical failures before residents notice issues, and provide front-line staff with detailed recommendations.
CAPREIT's focus on appliance life cycles, warranty monitoring, and predictive spending reflects a similar ambition. Meanwhile, RPM's immediate goal is simpler: they seek technology that can reliably reduce paperwork without adding new complexities for maintenance personnel.
The varying approaches signify that AI adoption in apartment maintenance will likely unfold gradually. Operators are eager for improved data and quicker decision-making but are still navigating the balance between technological solutions and where human expertise is irreplaceable.
Click here to sign up to receive multifamily and apartment news like this article in your inbox every weekday.
