Mill Creek Residential Trust

Location: Boca Raton, FL
CEO/Principal: William McDonald
Website: www.millcreekplaces.com/

About Mill Creek

Mill Creek’s mission is to create meaningful relationships and extraordinary places. With more than 470 property operations associates, its friendly and helpful teams have the dedication and experience to help customers find apartment homes they love and make sure they’re happy long after they move in.

The key to next-level service at the more than 22,500 homes the company manages is not only its attention to detail and the unexpected ways it delights its residents, but also its ability to be flexible and innovative.

This year, it has continued to grow and improve with the current climate and rolled out additional programs and tools to better assist its customers and associates. This includes the transformation of the self-guided tour program. The program offered customers an already positive and custom experience, but Mill Creek wanted to enhance the program even more. To do this, it partnered with select vendors who help to provide the customer with a comprehensive, curated self-guided tour experience that allows the customer to complete a self-guided tour after hours at select communities.

Additionally, the company has successfully migrated all communities to a new custom, user-friendly website design, which includes AI chatbot implementation on select community websites. It continues to promote and back its Peace of Mind Service Guarantees while strengthening its engagement and relationships with residents. The company has sustained best-in-class customer service despite the challenges of a global pandemic and economic and social crises.

Mill Creek placed first for the Division II ORA Score rankings in 2020, and its Kinglsey scores continually outperform the Kingsely index.