How To Offer Platinum-Level Tenant Support in 2025

Tenant expectations have been rising fast—they’ve become more critical than ever before. This year, they’re no longer just after the best place to live; they also want quality service, convenience, and peace of mind. 

The message is clear: Customer experience is everything. This holds true in the real estate industry, particularly for the rental business. 

Nearly 80% of tenants say a positive experience can boost their loyalty. Almost 40% are willing to pay more for high quality customer service, while over 40% have already left their properties due to poor service.

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Enter platinum-level tenant support. It’s crucial to provide your tenants with the best rental experience, whether you’re managing your own rental business or working with a property manager. This extends beyond ensuring regular property upkeep, providing timely tenant updates, and maintaining good relationships.

In this article, we’ll share with you what platinum-level tenant support really means. Read on to learn how to keep your tenants completely satisfied and ensure they want to continue to rent your property.

What Is Platinum-Level Tenant Support?

Platinum-level tenant support is a white-label customer service for renters staying in your property. This high-level support requires a combination of proactive property management, modern technology, and personalized care. The ultimate goal isn’t only to keep your tenants satisfied but to make them stay in your property for the long term.

So, what does it take to provide platinum-level tenant support? Consider the following key attributes:

• Proactive and responsive service—not only addressing tenant concerns but also anticipating problems and taking action early on

• Digital access and convenience—not only providing access to online tools and platforms but also making sure they’re convenient to use

• Lifestyle perks and amenities—going beyond the basic offers and services by offering add-ons to support your tenants’ lifestyle

• Accessible technological resources—leveraging advanced tools and technologies for efficient, quality, and convenient service 

• Genuine human care—Offering modern tech without losing the human touch to build and maintain positive relationships long-term

Anna Zhang, Head of Marketing at U7BUY, shares, “Simply put, platinum-level tenant support is a premium service for renters—fast, friendly, and personalized. Think of it as “white glove service” for renters—where everything from property maintenance to tenant communication—is optimized for speed, simplicity, and satisfaction.”

Learn how to establish platinum-level tenant support in the next section.

Key Steps for Setting Up Platinum-level Tenant Support

As cited, retention is the end goal of providing platinum-level tenant support. However, renters leave for a handful of reasons, and it all boils down to how their landlords (or property managers) treat them.

Nearly 80% felt the pressure to move out because their property owners changed their locks, removed their possessions, and/or turned utilities off. Others did so due to eviction threats (42%), no repair actions (23%), and rent increase (20%). What happened to excellent customer service!

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That said, offering top-tier customer service is key to tenant retention and business rental success. If you’re looking to provide your valued tenants with platinum-level support this year, follow the crucial steps below:

1. Offer 24/7 Chat Support

Generally, the best customer service is being available 24 hours a day, seven days a week. When it comes to tenant support for your rental business, it is possible to have round-the-clock availability—without being on call 24/7. That’s why using a property management service like RentRedi helps provide your tenants with 24/7 chat support to answer any questions they may have—whenever they have them.

To ensure 24/7 access to tenant support, offer the following:

• Chat support around the clock: Offer real human chat support to help day or night.

• Office support during business hours: RentRedi’s friendly staff is available to take calls or handle customer questions.

• Apps and tools readily available: Let tenants do things like pay rent or request repairs with just a few taps.

Conrad Wang, Managing Director at EnableU, sees the value of offering 24/7 customer service. He believes that ensuring availability is key to success in any industry.

Wang says, “Being available 24/7 isn’t just a nice-to-have—it’s expected. Whether it’s tenants or clients, people want to know they can reach someone at any time. That kind of support builds real trust.” 

2. Set clear rules for handling problems

Tenant issues are inevitable—your renters will always have some problems and concerns to address. The worst thing that can happen is that these escalate to potential conflicts. Have a solid plan in place when issues come up—set clear guidelines for conflict resolution!

For practical conflict management to help tenants solve disputes, consider the following:

• Have clear steps for handling complaints. Let tenants know who to contact if something isn’t resolved.

• Set response deadlines. Promise replies within a set time like 24 to 48 hours.

• Train staff to stay calm and helpful during conflicts. De-escalation training goes a long way.

• Give tenants a way to share feedback privately. Give tenants a way to share concerns privately.

• Put everything into writing. Keep records of all issues and the methods used to resolve them. Using services like RentRedi means that you can centralize all your documents in one app.

Emily Ruby, Owner of Greenberg And Ruby Injury Attorneys, stresses the importance of lease agreements. She believes that conflict resolution should be clearly stipulated in the lease agreements. 

Ruby explains, “Conflicts happen, but they don’t have to get out of hand. That’s why clear terms in the lease matter—they set the rules early and help everyone stay on the same page.”

3. Fix things before they break

Property maintenance is a critical part of renter support. You want your tenants to feel as comfortable and convenient in your unit as possible. So, you immediately address normal wear and tear before it escalates into bigger issues.

That said, stay ahead with smart upkeep—Shift to predictive maintenance and proactive repairs. Here’s how:

• Predictive maintenance: Predict issues with tech. Utilize sensors to detect leaks or outages promptly. If you see some problems, address them as soon as possible. As they say, prevention is better than cure.

• Proactive repairs: Schedule regular checkups. Don’t wait for things to go wrong—stay proactive. Otherwise, you’d have to undergo major repairs or common rental property upgrades.

Jason Pack, Chief Revenue Officer at Freedom Debt Relief, recommends using predictive maintenance across various industries. He claims that this helps maintain your property assets and avoid costly repairs, ultimately saving you money in the long term.

Pack shares, “Predictive maintenance just makes sense—it helps you catch small issues before they turn into big, expensive problems. It’s a smart way to protect your property and your bottom line.” 

4. Use the right tech tools

There’s no denying the use of technology in every industry, especially real estate. As a landlord or property manager, you want to make daily tasks quick and easy for everyone. To achieve this, leverage PropTech for tenant management, communication, and rent collection—all in one place!

Below are online tools and technologies you can invest in for property management:

• Tenant management systems: Track service, communication, and records. They help streamline your tenant communication and interactions!

• Online rent payments: Offer flexible, secure payment options. Online rent payments (77% availability and 86% importance) are the top priority in the rental business as far as finances are concerned.

• Digital paperwork: Store leases and notices in one place. These documents are vital for property management guidance and legal purposes. 

• Smart entry systems: Use keyless entry and app-based access. These latest technologies offer tenants the utmost convenience and security.

• Home automation: Let tenants control lights, locks, and temps from their phones. Consider providing smart home features renters are looking for in 2025. 

Learn from Shan Abbasi, Director of Business Development at PayCompass. He highlights the power of digital tools and modern technologies in business across all industries.

Abbasi cites, “Tech isn’t just a nice upgrade—it’s a game changer. The right tools make life easier for both tenants and property managers, cutting down the hassle and keeping things running smoothly.” 

5. Add perks that make life easier

Platinum-level tenant support means going beyond the basics. What better way to provide white-label customer service than to offer lifestyle perks and wellness amenities? Fret not—as there are many ways to extend add-ons to give your tenants more reasons to stay.

For example:

• On-site extras: Give access to gyms, co-working areas, or dog parks.

• Discounts on services: Partner with cleaners, dog walkers, or meal delivery.

Adrian Lorga, Founder & President at Stairhopper Movers, recommends offering customers or clients some perks and amenities. He claims that it’s key to building good relationships and establishing loyalty.

Lorga mentions, “Little perks make a big difference. When you go the extra mile with thoughtful add-ons, people feel valued—and that’s what keeps them coming back.” 

6. Don’t lose the human touch

It’s easy to see real estate professionals invest in modern technologies. In fact, the worldwide Proptech market is projected to grow from $25.15 billion in 2021 to $94.20 billion by 2030 at a 15.8% CAGR. 

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As a landlord or property manager, it’s wise to invest in property technologies to offer white-glove customer service. However, strike a balance between modern tech and human touch—here’s how:

• Offer welcome kits. It’s a friendly gesture to start the lease on time.

• Build kind, trained staff. Teach teams how to handle challenging situations with empathy.

• Hold community events. Build connections through fun activities or social media.

Leigh McKenzie, Community Advocate at Traffic Think Tank. He believes that tech helps, but people matter more.

McKenzie says, “Tech can make things faster, but it’s the human moments that really stick. A little empathy and personal connection go a long way in building trust and loyalty. So, it’s best to partner human touch with technology.”

Final Words

In today’s real estate rental market, landlords and their property managers should prioritize excellent customer service. This means providing top-tier tenant support, which requires being fast, thoughtful, and proactive. That’s where platinum-level tenant support comes into play!

To provide this type of support, consider key factors such as proactive service, digital convenience, lifestyle perks, accessible technologies, and a human touch. More importantly, follow the key steps above to establish a top-tier support system in place. With these in mind, you’ll not only keep your tenants satisfied but also make them stay for good!

Looking to offer platinum-level tenant support? Leverage this reliable property management software for landlords and property managers to provide your tenants with the best service possible—Sign up today to get started!