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Multifamily Properties Overwhelmed by Package Surge
Apartment residents are receiving more deliveries than ever, adding significant pressure to multifamily property management operations. This surge in package volume has become a recurring challenge over the past decade, with managers consistently needing to adapt and expand their systems to handle the influx.
For nearly ten years, property managers have witnessed a steady escalation in package deliveries, driven by the rapid growth of online shopping. Each year seems to set a new record, straining systems that were once sufficient. “Package delivery volume has doubled since last year,” states Elie Rieder, founder and CEO of Castle Lanterra. He also predicts that the trend will continue, with another surge expected during the holiday season.
Moreover, the size of packages is increasing. “Residents are now frequently receiving larger items such as furniture, artwork, and appliances,” explains Stephanie Dryer, community manager at Calligraphy, a community managed by Western National Property Management in Brea, California.
Innovative Solutions to Handle Package Overflow
Many properties have adopted automated package lockers or dedicated package rooms to manage the flow. These solutions are effective at sites with sufficient space and staff. For properties without these advantages, Amazon offers outdoor package lockers that only accept Amazon deliveries, providing a partial remedy to the problem.
“Previously, we utilized a large bank of package lockers, which allowed residents 24/7 access to their deliveries,” shares Lindsey Bright, vice president of operations at Subtext Living. However, the demand has continued to exceed locker capacity, especially during peak periods. As a result, Subtext Living implemented a hybrid system with both lockers and package rooms managed through unified software to maintain convenience. “We have also incorporated refrigerators in our package rooms to handle perishable items,” adds Bright. This design aims to reduce the involvement of on-site staff in package management.
Other property managers share similar objectives. “At larger properties, we have restructured former leasing roles into resident services positions that include managing package deliveries,” says Rieder. Temporary seasonal employees have also been hired to help manage increased volume.
Streamlining Staff Involvement
Reducing the package management workload for leasing agents and maintenance teams remains a priority. “We do accept packages in the office when residents specify, but we’re exploring more self-service solutions,” says Sagi Alkobi, director of operations for Universe Holdings. During peak seasons, package handling can become a full-time task, which is not sustainable in the long term.
Challenges with Delivery Communication
Despite significant investments in technology, communication issues with delivery drivers persist. “Educating drivers on how to use our package systems remains our greatest challenge,” notes Bright. New drivers or those unfamiliar with the system may leave packages unsorted if they do not receive immediate assistance.
To address this, Calligraphy has posted clear instructions for couriers and ensures that staff are available to answer questions. The community also monitors its package management software to prevent lockers from filling with unclaimed items. “Effective communication between property management and delivery couriers is essential to ensuring residents receive their deliveries promptly,” says Dryer.
Older properties, with limited space for package lockers, face particular difficulties. New regulations by the U.S. Postal Service now mandate at least one parcel locker for every five mailboxes, but these small lockers are often insufficient for the volume.
For properties with no space for lockers or on-site leasing offices, solutions like gated access and resident-provided delivery codes are commonly used. Amazon’s outdoor lockers can also be installed in areas with appropriate infrastructure. “Amazon conducts site surveys, and if feasible, the installation may come at no cost,” explains Alkobi.
Takeaways
While package management remains a challenge, most property managers feel their investments in technology and process improvements have paid off. “Once initial issues are resolved, the systems generally work well,” says Alkobi, with one notable exception of a problematic system that faced persistent connectivity issues.
As the trend of increasing package deliveries continues, multifamily managers must stay proactive, implementing innovative solutions to streamline operations and maintain resident satisfaction.
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