AI use outpaces office policies and training

Artificial intelligence is becoming part of everyday work in property management, but many offices have yet to establish written policies or provide formal training, according to a new report from the Institute of Real Estate Management and AppFolio.

The September 2026 report found 58% of respondents use AI in their jobs. Just 8% reported having a formal written AI policy, and 26% had received formal training.

The findings come from an online survey of 3,662 U.S. property management and real estate professionals conducted in May and June through IREM’s membership and AppFolio’s contact database.

Respondents said they using AI to draft replies to leasing inquiries, prepare presentations and process invoices. Concerns about accuracy and reliability were the leading obstacles to using the technology more effectively, followed by a lack of training.

“Liability is still there for property managers, whether AI does the calculations or a human,” David Barrow, managing director of WatchPoint Commercial Real Estate, said in the report.

For brokers and property managers considering their next steps, the report recommends:

• Set office rules. Give employees clear direction about when and how AI can be used, including when it shouldn’t be used.
• Make training practical. Offer hands-on learning and opportunities for employees to share what works.
• Look beyond time saved. Track service, customer satisfaction and financial results to assess whether the tools are helping the business.

Among AI users who expressed an opinion, 85% reported improved productivity, while 48% reported a positive effect on net operating income or profitability.

At the same time, human review remains central. Report contributor James Scott of MIT’s Center for Real Estate recommends keeping people involved in decisions involving payments, lease terms, fair housing and tenant communications.

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