A resident asks for something outside the standard offer. Another might say yes with the right incentive at the right moment. Meanwhile, a community quietly falls behind on offers without anyone realizing it. These are the small moments that can shape a renewal decision, and this month, Renew is making them easier to see, manage, and act on.

With Saved Plays, teams can build their go-to concessions once and use them throughout the resident journey. “Need Something Else” is becoming a real, two-way conversation with a clear path to resolution. Expanded notifications bring the right signals to the right people, then take them directly to the work that needs attention. And partners can get an early look at the next generation of the Renew experience.

Here’s what’s new at Renew this August, and how it helps teams turn more resident moments into retention opportunities.

Concession Plays: Build once. Apply whenever.

Stop rebuilding the same concession every time you send an offer. With reusable concession ‘Saved Plays’, teams can turn their most common incentives into templates and apply them in seconds.

Each Saved Play includes the concession details, expiration timing, and recipient limit. When it’s time to use one, the details are pre-filled but still fully editable for that resident or batch.

What’s new

  • Reusable Concession ‘Saved Plays’. Save common incentives as templates with the description, expiration timing and recipient limit already built in. When you apply one, everything is pre-filled but still editable.
  • Concessions at every stage. Add a Saved Play while reviewing a staged offer or apply one later from the Renewals view when a resident needs another reason to say yes.
  • Resident-ready communications. Concession details automatically appear in the original offer email and offer letter PDF, so residents see the full deal from the start.
  • A new home for offer management. Review staged offers in focus mode or list view, quickly see which offers include a concession, and approve and send individually or in batches.

Why it matters

  • Your strategy becomes repeatable. Teams can define the incentives they want properties to use, then make those plays easy to execute consistently.
  • Less rebuilding, more acting. Leasing teams spend less time typing the same concessions and more time applying the right incentive to the right resident.
  • More control over when you make the offer sweeter. Concessions aren’t limited to the first send. Teams can introduce them at the moment they’re most likely to move a decision.
  • No disconnected concession process. The incentive, approval workflow, and resident communication now live together in Renew, giving teams one place to manage the strategy from setup to send.

Need Something Else: From request to resolution.

“Need Something Else” is no longer a one-way resident submission. Property teams can respond directly in Renew, residents can continue the conversation from their inbox, and every interaction stays connected to the original request through resolution.

What’s new

  • Two-way resident messaging. Property teams can reply to a “Need Something Else” request directly in Renew, and residents can respond from their Renew inbox without starting a separate conversation.
  • Clear request statuses. Move each request from Open to In Progress to Resolved, making it easy to see what needs attention and what has already been handled.
  • A complete activity trail. Messages, internal notes, status changes, and outcomes are captured alongside the original request, creating one continuous record of the interaction.
  • Resolution details that stay with the resident. When a request is closed, teams can record what happened and preserve that context as part of the resident’s journey.

Why it matters

  • Resident requests have somewhere to go. Instead of becoming an email, phone call, or offline follow-up, each request has a clear path from submission to response to resolution.
  • Teams know what needs attention. Shared statuses and conversation history make ownership clearer and reduce the chance that a resident’s request gets lost between people or systems.
  • Every interaction becomes resident intelligence. Renew captures what the resident asked for, how the team responded, and what happened next—adding valuable context to the renewal decision.
  • The feedback loop finally closes. Teams can do more than collect resident needs. They can act on them, document the outcome, and build a clearer picture of what it takes to retain each resident.

Notifications, Doubled: More signal. Less digging.

Partners can now opt into twice as many Renew notifications, giving every user more control over the updates they receive for each community. And with emails that link directly to the work, important signals are easier to act on.

What’s new

  • Monthly Renewal Offer Processing Recaps. Get a monthly view of how many renewal offers were processed compared with upcoming lease expirations, delivered automatically.
  • Offers-Behind Alerts. Know when an offer-enabled community has gone 60 days without sending a renewal offer.
  • Survey Result Digests. Receive resident survey results on a recurring cadence without asking your PSM or pulling them manually.
  • Deep links to the next step. Each notification takes you directly to the relevant unit, request, or Needs Offer tab in Renew.
  • Preferences by community. Users can choose which notifications they receive for each community, so the right updates reach the right people.

Why it matters

  • See where execution is slipping. Renew surfaces communities that may be falling behind before a quiet stretch becomes a larger retention problem.
  • Turn information into action faster. Notifications don’t just tell you what happened. They take you directly to the resident, offer, or workflow that needs attention.
  • Stay informed without another manual check-in. Automated recaps and digests give teams consistent visibility without pulling reports or asking a PSM for an update.
  • Give every role the signal it needs. Community-level preferences let users follow what matters to them without adding irrelevant updates to their inbox.