Utility & Operations Trends to Watch: Insights from Conservice Connect Multifamily

Compliance updates. NOI pressure. Cathedral thinking. 

Doesn’t sound like lively dinner table conversation. But if you’re a multifamily owner or operator, these topics are high on your priority list and were discussed at length in sessions, over meals, and during walks through downtown Park City.

This month, we gathered multifamily leaders, ESG pros, tech partners, and utility experts for Conservice Connect Multifamily 2025. We celebrated 25 years of service in the utility space and focused the conversation forward: on performance in a high-cost, high-expectation environment. From compliance to new mindsets for long-term impact, here’s a peek into some of the big themes of the conference and where the multifamily industry is headed.

Utility Regulations Are Getting Stricter

You wouldn’t think that utility compliance would draw the biggest applause, but it’s consistently one of the most requested topics—and for good reason. In his mainstage session, Conservice General Counsel Brett Kraus broke down key state-level regulations, lease disclosure rules, and what’s coming next.

These updates stood out:

• Minnesota 504B.216: Strict RUBS billing rules, fee caps, and lease transparency mandates are now in effect.
• Massachusetts 940 CMR 38.00: New marketing rules require upfront disclosure of all resident fees, including utilities (effective Sept. 2, 2025).
• California AB 1248: This bill would eliminate pest control charges and restrict trash billing to actual incurred costs.

Brett wasn’t the only one sounding the compliance alarm. In a breakout session on benchmarking and reporting, Conservice’s Helee Lev joined sustainability leads from Bridge Investment Group and Bozzuto to highlight the mounting pressure of Building Performance Standards (BPS) and benchmarking ordinances. They addressed the operational challenges, like accessing whole-building data, and strategic decisions, including why paying the fine shouldn’t be the fallback.

Their message: compliance can’t sit in a legal silo. It’s becoming a visible, investor-facing part of your NOI strategy.

The Personal Side of Partnerships

In a session that brought clients and account managers together on stage, one message rang loud and clear: people still matter. The most successful partnerships stem from shared goals, open communication, and accountability on both sides. In a world driven by dashboards and automation, these human factors are still driving outcomes.

Industry Hot Topics: Macroeconomics, AI, and What’s Next

Distilling five pressure points into a one-hour panel is no small task, but our “Hot Topics” panel delivered. Jay Parsons moderated a lively, grounded conversation with Alan King, Joanna Zabriskie, Matt DeGraw, and Christine Schoellhorn that touched on the biggest shifts in multifamily operations.

They tackled real-world pressure points and what they’re doing to stay nimble in a landscape defined by rising costs, shifting policies, and accelerating tech:

• NOI in a Squeeze: Inflation, labor shortages, rising insurance premiums, and utility costs are tightening margins across the board. Operators are revisiting expense lines that were once considered fixed and finding savings in unexpected places. Ancillary revenue is getting a second look, and utility performance is increasingly part of NOI strategy.
• The Compliance Crunch: ESG mandates, benchmarking laws, and local performance standards aren’t slowing down. Deadlines are overlapping, and reporting requirements are more nuanced. Instead of building internal compliance teams from scratch, many operators are leaning on specialized partners to stay ahead—and stay sane.
• AI, Carefully: The panelists were clear: AI isn’t just hype. Real use cases—like predictive maintenance, utility forecasting, fraud detection, and even leasing optimization—are delivering value now. But there’s still risk, especially around data governance and automation transparency. The consensus: don’t wait, but don’t wing it.

Whether you’re trying to forecast 2026 operating costs or implement a smarter maintenance protocol, these aren’t abstract trends. They’re the new reality of property operations, and the leaders in this room showed how to meet it head-on.

ESG is Evolving In Practice and in Name

Smart ESG starts with clean data and a clear plan. The “cathedral mindset” helped frame these conversations. Leaders emphasized the need to invest in utility and sustainability improvements that will outlast short-term optics, even if that means rethinking how success is measured.

Speakers acknowledged that “ESG” is becoming a loaded term. Some teams are already shifting to alternate language like “sustainability,” “impact,” or “corporate responsibility.” But the work itself (lowering emissions, reducing waste, proving performance) continues to grow in importance.

At Conservice, ESG remains a core offering because the business case is solid: better data, reduced cost, stronger planning, and increased trust with stakeholders.

Internet Is an Opportunity If You Structure It Right

The Onboard team laid out a compelling case for bulk internet as a strategic advantage and key differentiator. With telecom now squarely in the resident experience conversation, attendees explored how to structure bulk programs to deliver both reliability and revenue. Discussions touched on provider negotiations, contract language, and real-world success stories—especially from properties navigating turnover and competitive lease-ups.

Bulk Waste: Unseen Costs, Visible Impact

Dax Madsen’s breakout pulled back the curtain on a deceptively expensive line item. Operators learned how to audit bulk waste charges, reduce overages, and align waste strategy with sustainability goals. The takeaway: ignore bulk waste, and it quietly eats into NOI. Manage it strategically, and it becomes a lever for savings and brand lift.

What’s Worth Watching

As the second half of 2025 approaches, here’s what deserves your attention:

• Compliance is no longer a legal silo. It’s an operational strategy.
• ESG may get a new name, but its value isn’t going anywhere.
• Waste and internet management are emerging as performance levers.
• Residents expect transparency, speed, and stability, and utilities are part of that equation.

Even if you didn’t make it to Connect this year, these are the conversations shaping real estate operations right now. And they’re not going away.

Want to connect with a Utility Expert? Reach out here.

Lauren Bevilacqua

Lauren is the Content Marketing Manager at Conservice. She is an avid reader, fitness enthusiast, Dolly Parton fan, and will never turn down chips and salsa.