How Valiant Residential is Transforming Resident Loyalty

In the competitive multifamily housing market, Valiant Residential has leveraged Bilt's payments and resident loyalty platform to revolutionize its resident experience across their portfolio of over 35,000 units nationwide. The partnership has delivered measurable results that directly impact their bottom line while enhancing resident satisfaction.

The Challenge

Valiant Residential, with over 36 years in the industry and properties valued at over $6B across 10 markets, sought to:

• Differentiate their properties in competitive markets

• Improve financial performance metrics including renewals and timely payments

• Enhance resident satisfaction without adding operational complexity

The Solution

In spring 2023, Valiant partnered with Bilt Rewards to enhance the living experience across their 150 assets.

The platform immediately added value by:

• Rewarding residents for on-time rent payments

• Providing access to exclusive neighborhood benefits

• Creating a customized resident loyalty program using Bilt currency instead of traditional incentives

The Bilt program has profoundly enhanced our residents' satisfaction. The ability to earn and use points has transformed their experience, leading to higher engagement and a more rewarding living environment.
– Craig Lashley, President & CEO, Valiant Residential

The Results

Increased Resident Satisfaction

• 65M+ Bilt Points earned by residents in less than a year

• 75% of residents linked a credit or debit card to their Bilt Wallet

• Residents can redeem points for travel, rideshare, fitness, dining, shopping, or future rent payments

Growth in Digital Payments

• 30% increase in residents moving from physical to digital payments

• Streamlined financial operations through automated payment processes

• Reduced administrative costs and errors through system integration

Reduced Delinquency

• 12% reduction in delinquency since launching Bilt

• 25% of residents enrolled in free rent reporting

• 15.9M Bilt Points redeemed back towards rent

Our partnership with Bilt has not only elevated resident satisfaction but also positively impacted our financial operations. The reduction in delinquency and increased use of digital payments are clear indicators of the program's success.
– Craig Lashley

Building on their success, Valiant is now working with Bilt to process their leasing and marketing incentives through the platform, including early renewal incentives, new leases, resident milestones, and more.

With Bilt, we can offer financial incentives, enhanced amenities, and personalized offers. This drives community engagement and leads to higher resident satisfaction and retention.
– Jake Lindahl, Director of Strategic Partnerships

Read the full case study to learn more about how Valient implemented Bilt's resident loyalty platform and achieved these impressive results.