SentimentRenewal & review risk
4 at-risk tenants renew within 90 days — one call each is the difference between a renewal and a bad review.
Tenants who feel badly handled don’t renew — and some of them post about it first. This is six months of incidents (107 total, 48 carrying worry or frustration) read against who actually stayed.
Google reviews
Almost nobody reviews while they're happy — 9 of the last 12 reviews came from tenants inside 60 days of moving out, and 8 of those are one or two stars. Six mention heat or AC and all six landed in the July–August window where worry peaked. Reviews are a lagging record of churn that already happened: by the time one is posted, the lease is usually gone. The at-risk tenants above are the ones still reachable.
“Three summers, same AC problem. Someone comes, it works for a week, then it doesn't. Eventually I stopped reporting it and just didn't renew.”
↳ Matches a repeat HVAC pattern · moved out Aug
“Woke up to water in the hallway at 2am and nobody answered the emergency line for almost an hour. That was the last straw.”
↳ Overnight water · lease not renewed
“Maintenance is fine when they show up. The problem is nobody tells you anything while you're waiting in a 90-degree apartment.”
Outreach impact — last 30 days
How incidents went, over time
For each month, the amber line shows how many incidents out of ten left the tenant worried, frustrated, or silent. Higher is worse. Grey bars show how busy it was; red ticks mark a tenant who later moved out.
At-risk counts any incident where the tenant was worried, frustrated, or skipped the check-in (“Unknown”).
Worry peaked in Jul at 68% of incidents — the summer HVAC wave, when average resolution time roughly doubled. 6 tenants left in the six months, and 1 of them had an at-risk HVAC incident before their lease came up. Churn lands one to two months after the sentiment dip, not during it. What would have changed it: 1 of the 6 move-outs had their last at-risk incident sit unresolved for over four hours during the summer crunch. Had July and August fixes moved at spring speed, roughly 1 of those leases were still reachable — the breaking point was waiting, not the repair itself.
Tenant risk — lease, incidents, sentiment, comms, timing
| Tenant | Lease ends | Incidents | Sentiment | Comms | When | Outreach | Risk |
|---|---|---|---|---|---|---|---|
| Cedar Row · Unit 3F · 3y | Oct 3159 days | 83 repeat | Calm5/8 at-risk | Opted out | 1/8 overnightavg fix 3h | Aug 1221d ago | 84 |
| Maple Terrace · Unit 1A · 4y | Oct 3159 days | 74 repeat | Frustrated5/7 at-risk | Texts on | 3/7 overnightavg fix 4h | Aug 1815d ago | 81 |
| Highland Court · Unit 4C · 1y | Oct 1543 days | 84 repeat | Calm5/8 at-risk | Texts on | 1/8 overnightavg fix 3h | Aug 294d ago | 68 |
| Varsity Apts · Unit 9A · 2y | Sep 3028 days | 115 repeat | Calm5/11 at-risk | Texts on | 6/11 overnightavg fix 3h | Sep 2today | 63 |
| Highland Court · Unit 6D · 5y | Dec 31120 days | 52 repeat | Frustrated2/5 at-risk | Texts on | 1/5 overnightavg fix 3h | Sep 2today | 48 |
| Highland Court · Unit 12B · 4y | Nov 1574 days | 31 repeat | Frustrated1/3 at-risk | Opted out | 0/3 overnightavg fix 3h | Sep 2today | 42 |
| Varsity Apts · Unit 12D · 2y | Nov 3089 days | 40 repeat | Calm1/4 at-risk | Texts on | 3/4 overnightavg fix 3h | Sep 2today | 24 |
| Varsity Apts · Unit 7C · 2y | Sep 3028 days | 41 repeat | Calm0/4 at-risk | Texts on | 1/4 overnightavg fix 3h | Sep 11d ago | 14 |
Risk combines repeat incidents, how long fixes took, overnight fear, and whether the tenant still accepts updates. Rows with a lease inside 90 days are where a phone call changes the outcome.
What drives the risk
Frustration tracks being unheard more than the issue itself — every driver above is about repetition, silence, or waiting.
By building
Six-month window ending Sep 2. Concentrated risk in one property usually points at equipment, not tenants.