For too long, the industry has lacked a standard way to measure resident trust in their housing provider.

WhoseYourLandlord (WYL) is changing that with the Resident Trust Index (RTI)—a groundbreaking tool empowering residents and housing providers, fostering stronger relationships and better housing outcomes.

Establishing the RTI, WYL conducted a national study to understand the resident experience as it relates to management performance, living and property conditions.

48%

relationship with on-site management, including trust and responsiveness.

25%

property conditions like safety and cleanliness.

27%

community factors such as noise levels and accessibility.

As new supply comes online and residents have more choices, they will be more likely to vote with their feet.  

It should also be noted that affordable property owners had to defer a significant number of maintenance and repairs during the COVID lockdowns, creating a significant backlog that is still being worked through and may have contributed to negative resident responses as well.

*coefficient scale: 0-1, RTI scale: 0-5

The Resident Trust Index (RTI) is the first standardized metric designed to measure the trust and satisfaction residents have in their property conditions and management.

The Resident Trust Index (RTI) evaluates the critical factors shaping housing experiences and offers actionable insights for all stakeholders. 

Key components assessed:

• Resident Feedback - Anonymous and verified by a third party to ensure safety and accuracy.
• Property Conditions - Measuring safety features, cleanliness, and functionality of amenities.
• Management Performance - Assessing responsiveness, communication, maintenance and overall engagement.

The result is a comprehensive score that empowers property managers to make data-driven improvements while building confidence and trust with residents. 

Discover the data behind the Resident Trust Index and explore how trust impacts resident satisfaction and property performance.

This research serves as a vital resource for policymakers, lenders, owners/operators, and stakeholders looking to elevate the standards of care and living conditions within the national landscape. By embracing a standardized scoring system, we can collectively work towards a future where all residents enjoy a dignified, high-quality living experience.

WhoseYourLandlord (WYL) is a property management insights platform and the creator of the Resident Trust Index—a data-driven metric designed to evaluate and improve resident experiences and property conditions. By providing actionable insights, WYL empowers housing providers to enhance service quality, strengthen trust, and optimize property performance.

The company’s CEO and Founder Ofo Ezeugwu serves on the Federal Housing Finance Agency’s Advisory Committee for Affordable, Equitable, and Sustainable Housing. He started WYL with the belief that every individual deserves not only a place to live but a space that nurtures their well-being and fosters community. His mission is simple: make quality, safe, and healthy housing the standard by strengthening connections between residents and home providers, driving better living experiences and property performance.

Research Director and Author

Ofo Ezeugwu

CEO and Founder, WYL

Primary Administrator

Brent Howard

Sr. Director of Customer Success, WYL

Research Analyst

Pat Moran

Data Scientist

Editor

Elisa Davidson

COO, Chief of Brand, WYL

WYL Study Staff

Danielle Gaddis

Chief of Staff

Emmanuel Rosario

Software Engineer

Gabriela Yanez 

Designer

Aric Phillips 

Product Consultant

Helen Chen

Product Designer

With gratitude, we honor and give thanks to each of our Advisory Council members for contributing time, effort, resources, and perspective.

Jeff Brodsky, Related

Amber Knee, Nuveen

Kat Flowers, Avanath

Kyle Ciminelli, Ciminelli Real Estate

Luke Cusack, Savarino Companies

Caitlin Sugrue Walter, NMHC

Bryce Nyberg, Berkadia BeEngaged

Malcolm Johnson, Langdon Park Capital

Melissa Rodrigues, Jair Lynch

Kayla Zemsky, Larkin Development

Bob Simpson, Multifamily Impact Council

Fred Dockweiler, Berkadia Affordable

Rob Bachmann, Enterprise Community Partners

Frank Gervasio, One Wall Communities

Walmart Foundation

BeEngaged, Berkadia

NMHC

Multifamily Impact Council