Large NMHC Owner Group Improves Aesthetics and Resident Satisfaction Scores with Subscription Bulk Removal

What Was Happening

One of the largest owner groups in the National Multifamily Housing Council (NMHC) had a bulk trash problem across its Florida communities, each home to 200 to 400 residents. Dumping was frequent enough at several large communities that, as one source within the owner group put it, “people driving by would see accumulating bulk trash.”

Each community handled bulk on its own, with a patchwork of independent junk haulers, appliance recyclers, and municipal trash services. Pickups ran anywhere from 3 times a week to once a month. Costs were unpredictable, leaders had little visibility, and the trash kept showing up: in resident surveys, and on executives’ property walk-throughs.

“We use NPS and resident surveys on a regular basis, and we knew that trash was a concern,” the source said.

What Ally Waste Changed

The owner group moved more than 20 Florida communities to recurring bulk removal from Ally Waste: biweekly pickups at a consistent rate, with a report and before-and-after photos after every pickup. Property managers and owner-group leaders see the same reports. Ally Waste is the only provider in the country that sends customer reports with before and after photos for bulk waste removal.

Each community also got a district manager as a single point of contact, for maintenance staff and executives alike.

“One nice thing is the district manager [at Ally Waste] has proactively asked for feedback on ways to improve. That’s not something you typically see with any sort of waste company,” the source said.

What Happened

With pickups on a schedule, trash stopped piling up as often, which discouraged further dumping. Maintenance staff said they were happier with the arrangement, and NPS results showed a drop in the share of resident complaints that mentioned trash.

The owner group also traded unpredictable, community-by-community bulk costs for a consistent pricing structure that helps its communities avoid overage fees. Overall, the subscription resulted in net savings for the group.

“The customer service is the best that we’ve had with any waste management company,” the owner group said.

See how bulk removal works, or get a quote for your community.