Building Smarter Communities: Kaylon Ross (Sr. Director, Ancillary Services) Shares Lessons from AVB’s Managed WiFi Journey

Kaylon Ross, Senior Director of Ancillary Services, oversees AvalonBay’s Connectivity initiatives, including bulk internet and Managed WiFi, as well as utility and energy management.

In today’s multifamily housing landscape, connectivity has evolved from a resident amenity into essential infrastructure—as critical as electricity or running water. For property managers, WiFi is no longer simply about providing access; it’s about enabling a connected ecosystem that powers the entire community experience.

At AvalonBay Communities, Managed WiFi is a cornerstone of our technology strategy. Seamless, secure coverage ensures residents can access their personal networks anywhere on the property, while allowing our teams to leverage the infrastructure for proptech solutions, including cameras and smart access systems. This dual value maximizes both comfort for residents and efficiency for property operations.

As of October 2025, AvalonBay operates Managed WiFi in 31 communities, with 15 more contracted and in various stages of installation. Here are a few guiding principles that serve as our blueprint for future deployments and reinforce our ongoing commitment to tech-enabled living:

A thoughtful WiFi strategy does more than meet resident expectations—it unlocks operational intelligence and scalability. Managed WiFi creates the digital foundation for future innovation, supporting everything from self-guided tours to predictive maintenance and AI-driven insights. Property managers who take a strategic approach to network planning position themselves to integrate the next generation of PropTech solutions seamlessly, without disruptive retrofits or costly rework. What Isn’t Measured Isn’t Managed

Visibility is essential. Real-time metrics on network performance and customer issues provide transparency into provider performance and resident satisfaction. As owner-operators, we supplement provider data with our own internal metrics to consistently deliver on our promises. The result is a data-driven model that fosters accountability and drives continuous improvement across the board.

A strong WiFi strategy requires intentional, upfront planning. Poor wiring or rushed design can quickly undermine the resident experience. We’ve learned that careful selection of professionals for low voltage design and installation is non-negotiable. Cutting corners early on often leads to costly fixes down the road, impacting both resident satisfaction and operational efficiency.

Connectivity on day one has become an expectation, not a luxury. Managed WiFi significantly streamlines the move-in process, allowing residents to connect immediately upon arrival, ensuring the process is a frictionless, welcoming experience. We automate the distribution of credentials before and on move-in day to ensure setup is effortless. A smooth onboarding experience sets a positive tone for the entire residency beginning on day one.

Strong standards are vital, but adaptability is equally important. Regulations change, capital constraints arise, and each site presents unique needs. We maintain our guiding principles while adjusting execution to address evolving challenges, ensuring that our approach remains relevant and effective no matter the circumstances.

The technology landscape is dynamic—providers are bought, sold, or shift their focus. By working with a mix of providers, we reduce risk, maintain operational continuity, and adapt quickly to industry changes. We also seek out providers who share our vision that property teams should focus on the residents—not becoming internet specialists. By choosing partners aligned with our philosophy, we empower our teams to prioritize what matters most without compromising the network’s reliability and performance.

“Slow is smooth, and smooth is fast.” Repeatable processes are the backbone of error reduction and accelerated deployment. We create standard operating procedures (SOPs) both internally and with our internet partners. Consistency in execution means fewer mistakes and faster rollout timelines, benefiting both residents and operations.

Generic training rarely meets our needs. We provide customized training tailored to our unique workflows, systems, and escalation paths. This ensures our teams can respond quickly and effectively to any issues, supporting a thoughtful and thorough approach to WiFi management across our communities.

Connectivity demands will only increase. Building for scalability—through quality cabling, future-proof hardware, and adaptable design—ensures longevity. A resilient network today becomes the foundation for tomorrow’s innovations, from smart home integrations to energy management systems and sustainability tools.

For property managers, a strong WiFi strategy is now a competitive necessity. It impacts leasing velocity, operational efficiency, and resident loyalty—all key drivers of NOI. More importantly, it positions communities for the future, where digital convenience and seamless connectivity define the standard of living.

At AvalonBay, our Managed WiFi program reflects our broader mission: to create smarter, more connected communities where technology enhances—not complicates—the human experience. As we continue to expand our footprint, these principles will guide us in shaping the future of connected living—one community at a time.