Resident Experience Report
The 2026 State of Resident Experience Report
Benchmark how residents, boards, and property managers experience condo and HOA living, and what to fix first to improve satisfaction, transparency, and operational efficiency.
Resident experience is increasingly shaped by a simple question: “How easy is it to get answers and see progress?”
Even when teams are closing tickets quickly and boards are doing the right things financially, communities still lose trust when communication is unclear, rules feel inconsistent, and residents do not know what happens next.
The 2026 State of Resident Experience Report brings together perspectives from residents, board members, and property managers to show where satisfaction breaks down, where the biggest gaps exist between “operations” and “experience,” and what actions create the biggest lift in 2026.
Key insights
Condo sentiment is positive but fragile, while HOA sentiment remains meaningfully negative.
Across community types, responsiveness and visibility matter as much as resolution speed.
Rule clarity and perceived fairness in violations show up repeatedly as drivers of detractor behavior.
What you will learn
The Experience Gap
Where residents’ expectations differ from what boards and management teams measure and optimize.
Condo vs HOA benchmarks
The patterns that separate communities that feel “easy to live in” from communities that generate escalations.
Operational pressure points
The moments that create overload for managers and friction for residents, and how to reduce both.
A practical 2025 roadmap
The highest-impact actions you can implement in 90 days, 6 months, and 12 months to improve resident satisfaction without adding headcount.
What’s inside the report
This report includes a clear methodology summary, condo and HOA comparisons, resident experience benchmarks, board and property manager perspectives, a gap analysis, and an action roadmap with recommended KPIs to track progress at both the property and portfolio levels.
Who this report is for
If you support a condo or HOA community in any capacity, this report is for you. It is especially useful for community association management companies looking to scale profitably with fewer interruptions, and for self-managed boards who want professional consistency, clearer governance, and fewer repetitive resident questions.
Why Condo Control published this report
Condo Control is a portfolio-ready operating system for community associations, used by over one million residents, board members, and property managers. Our team includes licensed property managers specializing in community association management, and some currently serve on their own communities’ boards. Our founder served on a community board for 12+ years before creating the software, with a simple goal: deliver faster answers for residents, standardize operations across communities, and keep governance transparent.
