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Navigating the Changing Legal Landscape of Multifamily Real Estate

Today’s legislative environment continues to evolve, introducing new laws and regulations that add complexity for multifamily property owners and managers. While most are designed to enhance fairness and transparency for residents, they also bring added administrative and financial challenges for property owners. Partnering with a management firm that has in-house legal counsel helps to navigate these changes in a cost-effective and streamlined manner. The Impact of Newly Enacted Laws In Maryland alone, new laws passed this year have created additional requirements for property managers. The Maryland Tenant Possessions Recovery Act created statewide eviction notice obligations to ensure residents are fully informed. However, this law also added significant administrative work. Property teams must now email, mail, and post eviction notices, maintaining proof of completion for each step. Other laws share the same goal of transparency but require affirmative steps taken by property managers to stay compliant. The Maryland Tenant Mold Protection Act , among other things, requires a pamphlet to be included with the lease agreement, which provides residents with educational materials and disclosures about mold. Maryland’s Pet Policy Transparency Act mandates that every property’s pet policy appear in both rental applications and on the property’s website. Even well-intentioned measures like these can cause confusion or unnecessary concern among residents if not communicated and implemented clearly. Property owners would benefit from working with a property management company that stays ahead of changing legislation and proactively works toward compliance. Benefits of Compliance Compliance is about more than avoiding penalties; it protects both people and property. When laws are followed precisely, residents receive fair treatment and owners avoid legal exposure, financial loss, and reputational damage. Missteps can be costly and can lead to lawsuits or discrimination complaints that may take months and significant expense to resolve. At WPM, compliance is not bureaucracy. It is a matter of trust. For us, compliance is a top priority that starts with in-house legal counsel and continues through the on-site property teams. By aligning legal expertise with day-to-day management, we protect our clients’ investments while ensuring residents are treated with fairness, consistency and respect. The Legal Work Behind Every Property Behind every well-run community is a framework of documents, procedures, and safeguards that make it all work. In multifamily real estate, legal counsel plays two essential roles: prevention and protection. On the preventative side, counsel develops and continually refines leases, addenda, and disclosures that define the landlord-tenant relationship. Each year brings new legislative requirements that must be reflected accurately in every lease. Getting it right from the start helps to keep owners protected and residents informed. On the protective side, counsel steps in when disputes arise. Rent cases, lease violations, and Fair Housing requests demand a detailed understanding of both the law and the property itself. How these issues are handled can mean the difference between a quick resolution and costly litigation. When legal expertise is integrated with daily operations, properties run more efficiently, risks are minimized, and relationships are managed with fairness and professionalism. The Value of In-House Legal Counsel Property management firms with in-house legal counsel offer a clear advantage for owners and residents alike. For residents, knowing the community you live in is run by a management firm with in-house legal counsel should lend confidence that you are renting from a company that takes legal compliance seriously – which translates to fair treatment and better communication. For owners, this model delivers greater efficiency and lower overall cost. In-house counsel shares the same priorities as the management team: protecting the asset, maintaining resident satisfaction, and ensuring smooth operations. Their role is not to generate billable hours, but to prevent problems before they occur and resolve them quickly when they do. At WPM, that owner-aligned mindset is central to how we operate. We treat every property as if it were our own, balancing compliance with common sense and legal precision with fairness. When specialized or state-specific issues arise, our in-house counsel partners with trusted outside attorneys, adding another layer of expertise and accountability. Raising the Standard for Owners and Residents Alike Managing a multifamily property today means managing complexity. New laws, stronger tenant protections, and added documentation requirements have raised the stakes for everyone. The right management partner safeguards both owners and residents by keeping communities well-run, fair, and fully compliant. When evaluating a property management firm, consider whether it has in-house counsel that: Stays ahead of legislation by updating leases, disclosures, and policies before changes take effect. Handles Fair Housing requests and tenant disputes with empathy and sound legal judgment to ensure fairness for all parties. Maintains clear communication and documentation so residents understand their rights and responsibilities and owners know their properties are protected. Coordinates effectively with outside legal experts and ensures every action is compliant, efficient, and transparent. Balances protection with people, creating communities where compliance and care go hand in hand. Firms that uphold these standards build communities rooted in trust, consistency, and accountability. They create environments where residents feel respected and owners know their investments are in capable hands. The laws may keep changing, but the principles stay the same: treat people fairly, manage responsibly, and everyone benefits.

How WPM is Using AI in the Leasing Process

Meeting Renters Where They Are: How AI Is Reshaping the Multifamily Experience Technology continues to change how we live, work, and connect – and today’s renters expect their apartment search and leasing journey to keep up. Just like they shop online, book travel, or order groceries, renters want information and access on their own terms: anytime, anywhere, and from any device. The 2024 NMHC & Grace Hill Renter Preferences Survey , based on more than 170,000 renter responses, highlights just how much expectations have shifted. Renters say they prioritize real-time pricing, availability, and floorplans online, and increasingly expect virtual tours, online applications, and digital communication options. Convenience is no longer a “nice to have.” It’s a deciding factor. At WPM, we’re committed to meeting those expectations while also delivering stronger results for our clients. That’s where AI-powered tools come in. By adopting, testing, and refining these solutions, we’re creating more efficient, personalized experiences for residents, while driving measurable value for owners. Performance That Adds Value Across our multifamily portfolio, AI-driven engagement has made a measurable difference. We’ve seen a 33% increase in tours and a 38% increase in leases (Jan–July year-over-year) , along with faster move-ins that reduce vacancy loss and boost net operating income (NOI). This level of responsiveness can mean the difference between choosing one property over another. For residents, that means easier scheduling, faster applications, and quicker move-ins. For owners, it results in higher occupancy and stronger returns. When compared to similar properties in the region, WPM communities are consistently outperforming. On average, our properties generated 23% more tours , 43% more applications , and nearly 10% more leases than the regional benchmarks. These numbers highlight how our strategic use of AI, coupled with the power of WPM’s onsite teams, is helping properties deliver service excellence and stronger results. Not all management companies are approaching this with the same focus, and without effective use of AI, opportunities to better serve residents and improve outcomes for owners may be overlooked. A Commitment to Improvement As AI advances, these tools, when used strategically, help us keep pace with changing consumer expectations while strengthening operations and service. At WPM, we view AI as part of a cycle of verification, adjustment, and improvement, reflecting our broader commitment to continual progress and ensuring our performance creates value for both residents and owners. By analyzing the data and making refinements, we ensure these tools continue to drive engagement and efficiency. Just as importantly, this approach helps us identify new opportunities for coaching and process enhancements that strengthen our overall operations. Looking Ahead As AI continues to evolve, its greatest potential lies in moving beyond convenience to create more personalized and seamless experiences. For properties, that means anticipating renter needs before they ask, simplifying the journey from first inquiry to move-in, and freeing onsite teams to focus on the human side of service. What was once considered cutting-edge technology is quickly becoming the standard, and properties that use it well are positioned to deliver the kind of experience today’s residents not only prefer, but expect. For WPM, it means making it easy for renters to search, tour, and apply across devices, while also streamlining move-ins and giving our onsite teams more time for relationship-building. It’s about using tools like AI to elevate what matters most: exceptional resident experiences and exceptional client results.

How WPM Uses Associate Feedback to Build a Top Workplace

At WPM, we believe a thriving workplace starts with listening. It's not just a philosophy; it's a practice deeply embedded in our culture. Each year, we invite every associate to participate in our Annual Associate Engagement Survey, and we don't just collect feedback—we act on it. Our engagement survey is far more than a simple check-in. It's a cornerstone of our commitment to fostering an environment where every voice matters and where input directly leads to action. Once we gather responses, our Executive Management Team meticulously reviews the results. They then engage in follow-up discussions with divisional and departmental leaders to develop tailored action plans that directly reflect what associates have shared. Sometimes, we go even deeper. To truly understand the "why" behind certain responses, we conduct follow-up focus groups. These conversations provide invaluable, nuanced insights into how people are feeling and pinpoint exactly where we can improve. We're continuously listening, learning, and acting on the feedback from our associates. Here are just a few examples: Stronger Benefits, Greater Flexibility: Associates shared what mattered most, and we listened. Based on this feedback and ongoing industry benchmarking, we've significantly increased company investment in healthcare coverage, added more company holidays, and updated our vacation and sick leave policy. This gives Associates greater flexibility and earlier access to much-needed time off. Smarter Technology for a Better Experience: We're consistently enhancing our digital tools to ensure Associates have a smoother, more reliable experience. By making it easier and more efficient to access needed resources, we help our Associates stay focused, connected, and effective in their roles. A Revitalized Annual Awards Luncheon : Associates offered thoughtful feedback about our recognition events, telling us what would feel more engaging and meaningful. In response, we completely redesigned the Annual Awards Luncheon. By addressing prior concerns, the new format creates fresh opportunities for connection and provides more inclusive and personal ways for Associates to connect and celebrate one another. A core belief at WPM is that good ideas can come from anywhere, and that the people closest to the work often have the best insights. Listening to our associates helps us grow, adapt, and lead with purpose. This commitment is consistently validated by our Associates themselves, who year after year vote WPM a Top Workplace in Maryland. In 2024, Associates also earned us recognition as a national Top Workplace for companies of our size across our entire industry. It's a testament to the vibrant culture we're building together. If you're looking for a company that truly listens—and acts—WPM might be the perfect fit for you. Because here, we're not just building great communities for the people we serve; we're building a great place to work for the people who make it all happen.

The Vital Role of a Service Technician in Multifamily Real Estate

In the multifamily real estate industry, service technicians play a critical role in ensuring that apartment communities run smoothly and efficiently. Often described as the "jack of all trades," this is an understatement. These professionals need a diverse skill set that includes basic knowledge of electricity, plumbing, and HVAC systems. Their ability to tackle a wide range of maintenance issues makes them indispensable to property management teams. In addition to routine maintenance issues, service technicians also handle preventive tasks, like changing HVAC filters, clearing dryer vents, and cleaning gutters. Their work helps avoid the need for costly repairs and replacements. Service technicians and the entire service team also play an important role in resident satisfaction, which affects the community’s overall success. Satisfied residents stay longer, reducing turnover and marketing expenses for the property. Daily Responsibilities Service technicians are responsible for a myriad of maintenance tasks within an apartment community. Their day typically starts with a list of work orders assigned by the service manager, who is also a working manager tackling their own set of work orders. These tasks can include: - Fixing defective outlets, switches, light fixtures, and faucets - Diagnosing and repairing stove and other appliance issues - Replacing fixtures and appliances - Unclogging drains in tubs, sinks, and toilets - Repairing cabinetry and replacing sinks - Caulking and tile replacement in bathrooms and kitchens No two days are alike for a service technician. One day might be spent entirely on plumbing issues, while the next could be dedicated to HVAC repairs. The workload can vary significantly, with some tasks taking just an hour and others, like major HVAC repairs, potentially consuming an entire day. This variety requires technicians to be flexible and quick to adapt to changing priorities. In addition to routine maintenance, service technicians are also on call for emergencies. Depending on the size of the property, they might be on an emergency call rotation, ensuring that urgent issues are addressed promptly. This on-call duty requires technicians to be adaptable and ready to handle any situation that arises, often making them the first point of contact for residents facing maintenance problems. Service technicians are often offered reduced rental rates to live at the property or another nearby property in the company’s managed portfolio to help ensure faster response times to emergencies. Training and Skill Development Training is also a key component of a service technician's day. WPM has developed a robust approach to maintenance and service training, helping technicians strengthen their skills and experience. In-field training allows new technicians to learn on the job from more experienced professionals, and regular training sessions help all team members stay updated on the latest maintenance techniques and safety protocols. Through this continual learning environment, service technicians gain the skills, experience, and confidence to handle a wide range of service and maintenance issues. Additionally, our 12-month Service Mentoring And Response Training (SMART) program is designed to give rising team members the skills to successfully move into leadership positions within the organization. Career Growth Opportunities Entry-level technicians should have a basic understanding of electricity, plumbing, and appliance repair. Over time, they can expect to gain advanced skills through on-the-job training and additional courses. The role also requires strong people skills, as technicians often interact with residents, addressing their concerns and ensuring their satisfaction. For those interested in expanding their skill set and advancing their career, there are multiple opportunities for growth. Technicians can advance to assistant service manager and service manager positions at a single property and eventually to a senior area service manager role, overseeing maintenance needs of multiple properties and managing larger teams. There is no set timeline for these promotions; progression depends on individual effort and acquired skill sets. ---------------- “Being a Service Technician opened my mind to new perspectives and fueled my desire to help others. Each day brings new learning opportunities, and I am grateful for the chance to share my knowledge while continually expanding it.” – Frank Rocco, Service Manager, WPM Real Estate Management (promoted from Service Technician) ---------------- Preparing for the Role For those interested in becoming a service technician, technical schools offer valuable training in essential skills like electricity, plumbing, and HVAC systems. For those who cannot afford formal education, starting as a site technician at a property provides a pathway to gain experience and learn about working in property management service. Some companies, like WPM, also offer in-house training and mentorship programs, allowing new hires to develop their skills and advance their careers. Final Thoughts The role of a service technician in multifamily real estate is both challenging and rewarding. It requires a versatile skill set, adaptability, and a willingness to continuously learn and improve. For those who enjoy a dynamic work environment and the satisfaction of solving problems, this career offers numerous opportunities for growth and development. Interested in a career in multifamily property management service? Visit https://www.wpmllc.com/careers to explore the opportunities at WPM Real Estate Management and join our team of quality service professionals.

13 Years as a Top Workplace: A Legacy of Culture, Commitment, and Excellence

For 13 consecutive years, WPM Real Estate Management has been recognized as a Top Workplace in Maryland. But what does that truly mean? This distinction isn’t simply an accolade handed out by The Baltimore Sun based on arbitrary criteria. Rather, it is a recognition that comes directly from our Associates—those who experience and shape our workplace culture every day. Each year, WPM participates in an independent, third-party survey that evaluates key drivers of employee engagement, including professional development opportunities, compensation and benefits, flexibility, inclusion, leadership, and alignment with company values. It’s our Associates’ candid feedback that determines this award, making it a particularly meaningful honor. To be recognized year after year speaks volumes about the culture we’ve built, the work environment we continue to foster, and the investments we make in our people. A Culture That Sets Us Apart Why do people choose to work at WPM? While competitive compensation and benefits certainly play a role, the overwhelming answer is culture . At WPM, Associates aren’t just employees—they are valued members of a team where their voices matter. The company actively seeks feedback and, most importantly, acts on it. Leadership listens, makes improvements, and continually strives to create an environment where Associates feel heard and empowered. One of the key differentiators at WPM is our focus on “ownership thinking.” Associates at all levels are encouraged to take initiative, make decisions, and contribute to the company’s success. When people feel invested in their work, they bring their best, helping the company perform at its highest level. “I love that everyone is a team player and willing to help no matter the issue or department” – WPM Associate Survey Comment Investing in Our People At WPM, we believe in the power of continuous learning and professional development. We provide Associates with access to internal training programs, external industry certifications, and tuition reimbursement for industry-related education. This commitment to education ensures that our team members have the resources and opportunities they need to advance their careers and expand their skill sets. For those seeking career growth, WPM does more than encourage it—we actively invest in it. By providing the tools, guidance, and support needed to develop professionally, we empower our Associates to take charge of their careers and shape their own paths within the company. “WPM ensures you have the tools you need to be successful. I love the opportunities to learn and grow.” – WPM Associate Survey Comment What It Means for Our Clients Our legacy as a Top Workplace extends far beyond our internal culture—it has a direct impact on the service we provide. In an industry where attracting and retaining top talent can be a challenge, WPM stands out as a place where people want to build their careers. When employees feel valued and supported, they bring that same level of responsibility to their work, creating a more engaged and dedicated team. For our clients, this means consistency, expertise, and a level of service that comes from experience and stability. This leads to stronger relationships, deeper knowledge of the communities we manage, and a team that takes genuine pride in delivering results. A great workplace fosters a great team—and that translates into better outcomes for homeowners, residents, and clients alike. “The entire company operates as a team and supports each other. You feel valued as an employee and acknowledged for the efforts you put into the day to day.” – WPM Associate Survey Comment A Recognition That Reflects Our Values Being named a Top Workplace year after year is more than just an award—it’s a testament to the dedication of our Associates and the culture we’ve built together. It speaks to our commitment to fostering an environment where people feel they have the support, resources, and opportunities to grow both personally and professionally. This recognition isn’t just about the past; it’s about the future we continue to shape. We remain focused on what matters most: investing in our people, delivering exceptional service, and creating meaningful impact for communities throughout the Mid-Atlantic region.

The Critical Role of Leasing Associates in Multifamily Real Estate

The multifamily real estate industry is a vast and dynamic field, and one of the critical roles within it is the Leasing Associate. Often referred to as a Leasing Specialist or Leasing Agent, these professionals are at the heart of property operations, acting as the frontline sales team that directly engages with potential residents. But what exactly does this role entail, and how can it be a steppingstone to a successful career in real estate? The Role of a Leasing Associate Leasing Associates are the lifeblood of a multifamily property’s leasing efforts. Their primary responsibility is to nurture prospective resident inquiries, tour potential residents, showcase the property, and ultimately, sell the community to prospective tenants. In addition, Leasing Specialists are usually involved with the lease signing process as well as the move-in process. In many ways, they are the "face" of the property, the first point of contact for anyone interested in leasing a unit and tend to be the person that residents are most likely to communicate with throughout their residency This role requires a unique blend of skills, with an emphasis on sales and customer service. A Leasing Associate must not only be personable and approachable but also have the sales expertise to showcase how their apartment community stands out from the competition. They need to understand what prospective residents are looking for and demonstrate how the property meets those needs. Local Marketing: Beyond the Leasing Office While Leasing Associates spend much of their time in the leasing office, their responsibilities extend beyond the property’s walls. Leasing Specialists must develop expertise in the local market surrounding their apartment community, with a strong focus on understanding competitor properties. This includes researching competitors, both online and in person, to gain a clear understanding of how their community compares. Armed with this knowledge, Leasing Specialists can more effectively highlight the specific benefits of their apartment community to prospective residents. Additionally, Leasing Specialists need to be familiar with the schools, higher education institutions, retail shopping, large employers, and small businesses located in the area surrounding their apartment community. Local marketing efforts are a significant aspect of the job, and Leasing Associates often participate in outreach activities to generate interest in the property. This could include attending housing fairs, promoting the property to local businesses, and even establishing partnerships with employers in the area to offer special deals to employees. These local marketing efforts complement larger-scale corporate marketing strategies and are essential for creating a personal touch that attracts prospective residents to specific properties. Essential Skills and Qualifications To succeed in this role, Leasing Associates need a blend of soft and technical skills. People skills are paramount, as the job revolves around interacting with prospects and residents. Sales ability is equally critical, as Leasing Associates must be persuasive and able to overcome objections. Customer service experience is a valuable asset as it equips Leasing Associates with the skills to handle diverse customer interactions. Leasing Associates must also maintain a professional appearance and demeanor, as they represent the property. Strong communication skills, both written and verbal, are necessary to engage with residents and prospects effectively. Additionally, familiarity with property management software and proficiency with computers are essential for handling applications, tracking leads, and preparing reports. The Path to Growth While the Leasing Associate role is often seen as an entry-level position, it offers substantial growth opportunities within the multifamily real estate industry. Leasing Associates can advance to roles such as Leasing Manager, overseeing the leasing team at a larger property, or Assistant Property Manager, where they handle more operational responsibilities. Leasing experience is invaluable for those looking to move into a Property Manager role, as it provides a deep understanding of resident interactions and day-to-day property operations. Property Managers oversee the entire property’s operations, including leasing, maintenance, and financial performance. While moving into property management may require a shift from the sales-focused nature of leasing, the skills developed as a Leasing Associate are foundational for a successful career in multifamily real estate management. It’s not uncommon for some individuals to remain in the leasing field, finding satisfaction and success as long-term Leasing Managers. In larger properties, Leasing Managers play a critical role in driving leasing performance and resident satisfaction, often enjoying a rewarding compensation structure that includes commissions and bonuses. Preparing for the Role of Leasing Associate For those interested in a position as Leasing Associate, there are several ways to prepare for the role. Many candidates come from retail sales or customer service backgrounds, where they’ve developed the interpersonal and problem-solving skills needed for success in leasing. More colleges are now offering courses and even degrees in property management, providing a formal education path for those interested in real estate careers. Training programs, such as those offered by the National Apartment Association, Institute of Real Estate Management, Maryland Multifamily Housing Association, and other industry organizations, can also be an excellent way to gain the necessary skills and find entry-level opportunities. These programs often provide participants with knowledge of leasing fundamentals, fair housing laws, and marketing strategies. Is Leasing Right for You? For individuals with strong sales skills, a passion for real estate, and a desire to work in a fast-paced, people-focused environment, becoming a Leasing Associate can be a fulfilling and rewarding career choice. Whether it’s an initial step to a higher-level property management role or a long-term position in the leasing field, this role provides valuable experience and exposure to the multifamily real estate industry. With opportunities for career growth, competitive compensation structures, and the chance to make a tangible impact on a property’s success, the Leasing Associate role is an excellent entry point for anyone looking to build a career in real estate.

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