What is Resident Retention?
Resident Retention is the process CDA uses to engage occupants at the end of their journey with the company. When someone submits a move-out notice, falls into arrears, or signals they may be leaving, the Retention team steps in — before the decision becomes final. This includes offering transfers across CDA's portfolio in Sydney and other Australian states, resolving concerns privately, and collecting feedback that helps Continuous Improvement strengthen our processes over time.
Why it exists
🏠
Reduce unnecessary move-outs
Many occupants don't know CDA has properties across Sydney and other states. A transfer can replace a departure.
🔒
Manage dissatisfaction privately
Resolve concerns internally before they reach external channels or public reviews.
📊
Feed Continuous Improvement
Every case generates feedback that helps CI identify process failures and improve CDA's service.
💬
Support other areas
Retention supports Finance with arrears cases, and coordinates relocations with Maintenance and Move Out.
What is inside the manual
1
About This Document
What Retention is, why it exists, and how to use this manual
2
Process Purpose & Value
Objective, scope, and the business case for Retention
3
Scope
What the process covers and what it does not — including the 2-week post-sale rule
4
Team & Roles
Who is involved and what each role is responsible for
9
Process Detail — Step by Step
Steps 1–7 including sub-processes 4A to 4F: financial concerns, arrears, transfers, replacements, property issues, and follow-ups
10
Interdepartmental Interactions
How Retention collaborates with Finance, Maintenance, Move In, Move Out, Sales, and CI
11
Operating Rules & SLAs
Response times, urgency levels (Critical / High / Standard / Low), and data privacy rules
12
Tools & Systems
HubSpot, PropertyMe, WhatsApp, Google Chat, Google Drive
14
Associated Documents
SOPs, Remote Inspection Guide, Retention & Negotiation Policy, KPI Dashboard
Who is involved
CI Lead
Process owner — approves all exceptions
Retention Specialist
Primary handler of all cases
Finance Team
Refers arrears cases to Retention
Maintenance
Initiates operational relocations
Move Out Team
Notified on extensions and transfers
Move In Team
Receives Move In form for transfers
Leasing / Sales
Coordinates in-person inspections
Resident Support
Handles interpersonal conflicts
Urgency levels
Critical — same day (council orders, urgent maintenance, legal/reputational risk, arrears 2+ weeks)
High — within 24–48 hrs (first contact, transfer proposals, notifications)
Standard — defined timeframe (inspections, follow-ups, documentation)
Low — depends on third party (Move In, Maintenance resolution)
