Leasing Lifestyle: When asked for its response to these allegations, Invitation Homes sent HousingWire this statement.
The Reuters story deeply and unfairly mischaracterized the company’s service record and paints an inaccurate and distorted picture. We cited numerous errors and omissions regarding the specific examples in the story, which the reporter declined to include. Invitation Homes is dedicated to providing quality homes and outstanding service to our residents. The vast majority of our residents are satisfied with their home and the high standard of service we provide. They tell us that in third-party-conducted surveys and they demonstrate it when they renew again and again.
- Our resident surveys show that our customers give us high marks, with an average overall satisfaction rating of 4.3 out of 5 on maintenance requests.
- Overall, residents stay in their homes50 percent longer compared with the apartment industry because of the quality of homes and service we deliver.
While our portfolio of homes represents less than 1% of the single-family rental market, we believe the professional service and resources we deploy are helping set a new, higher standard for quality of choice across the board. We invest an average of $22,000 in each house for upfront renovations and employ hundreds of on-the-ground associates in our local markets to promptly resolve any issues that arise. While even one unsatisfied resident is too many and we are dedicated to addressing every issue that arises in our homes, we do not believe that the Reuters story and its examples reflect the views of the vast majority of our residents.
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