Communicating Change Clearly During Onsite Transitions: Construction or Renovations
TRY IT THIS WEEK: Communicating change
Every message you send should clearly answer:
What’s changing
What’s not changing
What residents can expect next
Communicating Change Clearly During Onsite Transitions: Construction or Renos
Change is part of apartment community operations.
Construction, ownership changes, and management transitions happen at every stage of a property’s life cycle.
What determines whether residents stay calm or become frustrated is not the change itself, but how clearly that change is communicated.
This Try It When Change Happens focuses on a simple, repeatable communication framework you can use anytime your community is in transition. This is a great framework to teach your team when they face potentially difficult conversations.
What the Try It Is
The communicating change three-part framework is designed to bring clarity and consistency to resident communication during periods of change.
Every message you send should clearly answer:
What’s changing
What’s not changing
What residents can expect next
This framework works across all communication channels and helps both residents and onsite teams feel more confident.
How to Apply the Framework Onsite
1. Clearly state what’s changing
Name the transition directly and calmly.
Avoid vague language. Residents already sense change, and acknowledging it builds trust.
Example:
Construction or renovations are beginning
2. Reassure residents about what’s not changing
This is the most critical part of the message.
Residents want to know that core elements of their experience remain stable.
Address:
Lease terms
Rent payments
Maintenance processes
Onsite team continuity
Clear reassurance reduces anxiety and prevents assumptions.
3. Set expectations for what happens next
Even when details are limited, residents need predictability.
Communicate:
When updates will be shared
Where information will be posted
Who to contact with questions
Consistent updates build confidence, even when there is nothing new to report.
Helpful Designs
Click below to customize in Canva
Scenario: “How Long Is Construction Going to Be Going On?”
Lease-Up Community | Timeline Still Evolving
Resident:
“How long is construction going to be going on? It feels like it’s taking forever.”
Team:
“I completely understand why it feels that way. Since we’re in a lease-up phase, some areas of the community are still being completed, and timelines can shift as things progress. Construction will continue in phases as the community comes to life, but what won’t change is your lease, your move-in date, or the level of support you’ll receive from our team. Maintenance, office hours, and day-to-day operations are fully in place. What you can expect is regular updates as areas are completed, plus advance notice anytime work is happening near your apartment so there are no surprises.”
Why this works:
It sounds human, acknowledges uncertainty without defensiveness, and reassures residents through clarity and continuity.
Lease-Up Construction Progress
Photo ideas: fresh landscaping, signage going up, clubhouse furniture arriving, sunset over the site
Caption Option 1
“Our community is coming to life ✨ Construction is wrapping up in phases, and we can’t wait to share what’s opening next. Thank you for growing with us.”
Caption Option 2
“Progress you can see 👀 We’re finishing up the final touches as our community continues to take shape. More updates coming soon.”
Caption Option 3
“A little behind-the-scenes look at what’s happening around the community as we bring everything together. Thanks for your patience as we build something special.”
Scenario: Renovation at an Existing Community
Occupied Community | Phased Improvements
Resident:
“I heard renovations are starting. How is this going to affect us?”
Team:
“Yes, renovations are beginning, and they’ll be completed in phases throughout the community. What won’t change is our commitment to our residents. Our team will remain available and responsive throughout the process. What you can expect is advance notice before work begins near your apartment, along with regular updates so you know what’s coming and when.”
Why this works:
It acknowledges disruption without amplifying it and replaces uncertainty with predictable communication.
Renovation Progress
Photo ideas: upgraded amenities, finished units, refreshed common areas
Caption Option 1
“Improvements are underway as we continue investing in our community. We’ll share updates as each phase is completed.”
Caption Option 2
“Progress is happening around the community. Thank you for your patience as we work through each phase.”
Caption Option 3
“A look at some of the updates in progress as we continue enhancing our community.”
Social Media Graphics
Click to download or Customize in Canva
Why This Works in Real Onsite Life
This framework is effective because it:
Reduces repetitive resident questions
Keeps team messaging aligned
Prevents rumor escalation
Supports retention during transitions
Residents don’t expect perfection.
They expect clarity and consistency.
Using the Resources as Support
The newsletter templates included in your membership are designed to support this framework by making it easier to communicate consistently during transitions.
The framework is the strategy.
The resource simply helps you execute it efficiently.
Click on a newsletter below to customize in Canva.
