Centralization, artificial intelligence (AI), and fraud are top of mind for multifamily firms, according to MRI Software’s recent Multifamily Real Estate Pulse Check.
This report, based on surveys conducted by MRI Software and additional insight from Bottomline Technologies and Newmark RF, brings together voices from across the industry to dive into multifamily hot topics.
With centralization being widely accepted in the industry, 87% of respondents said they plan to increase these practices in the next 12 months, with the desire to improve efficiency as well as the resident experience as key drivers.
However, 85% of respondents expressed concerns that centralization would lead to a loss of personal touch with residents, while 80% said they are concerned about staff resistance to centralization efforts. In addition, executives voiced more concern than property managers around these areas: 96% of executives are concerned about the personal touch loss versus 71% of property managers, and 94% expressed worries about staff resistance versus 60% of property managers.
When it comes to AI, 93% reported using it in some capacity, and 86% said their organizations offer some sort of training to improve proficiency with tools.
According to MRI Software, when it comes to the biggest barriers of AI tools, executives are more concerned about return on investment (ROI), while property managers are less trusting of the outputs.
The executives and property managers agreed the top barrier is integration with existing systems at 40% and 36%, respectively. ROI concerns come in at No. 2 for executives at 34%, followed by lack of training at 22%. Managers cited lack of training as the second biggest barrier at 24%, followed by trust in AI outputs at 22%.
“The multifamily industry is fundamentally about people, and it’s encouraging to see firms exploring technology to improve efficiency and productivity without losing sight of the human impact,” said Eric Walsh, executive managing director for North America at MRI Software. “As organizations embrace centralization and AI, they have an opportunity to ensure these changes support stronger relationships, empower staff, and enhance how residents and prospects are served.”
The report also highlights that fraud prevalence remains high, with 91% of respondents encountering it at least every few months and 26% weekly. Only 4% reported not encountering any fraud at their properties. In addition, 80% said they had encountered credit history fraud and AI-generated fake documents in the past 18 months.
The tools being used to identify fraud include background checks at 91%, followed by employment verification at 88% and resident or AI screening platforms at 85%.
Confidence in the fraud detection strategies was mixed for respondents: 39% confident, 36% not confident, and 26% in the middle. Property managers also were more confident than the executives: 51% versus 28%.
“Fraud is no longer a peripheral issue; it’s a recurring challenge that impacts day-to-day operations,” added Walsh. “Reducing risk requires fraud detection solutions that combine AI with human oversight to maintain confidence across teams and preserve trust with residents.”