Understanding who lives in each building

Residents are diverse, with a range of different needs.

Create a clear system that collects, stores and maintains key information about residents.

Consider:

• gathering as much information as possible when residents move in
• doing an annual residents’ survey
• who else can help you to engage with, and understand, residents
  • for example outreach teams, onsite staff like concierges or caretakers or maintenance staff who have contact with residents
• embedding the system across your organisation and communicating to staff their role in building understanding of residents

Different tenancy types come with different hurdles for engagement.

Getting up to date resident contact information for leasehold properties or short-term leases can be challenging.

Consider what opportunities you have to engage with these residents, and use these to collect up to date contact information.

Consider:

• do you have a concierge they might make contact with?
• might they contact you to pay certain fees, or request access to shared building facilities?

All of these are valuable opportunities to collect up to date contact information.

Communications and safety systems can be more effective if you ask key questions about residents’ requirements.

Ask residents questions such as:

• Do you own or rent your home?
• If you rent, who from?
• how do you want to be communicated with?
• can you understand English well?
• do you or anyone you live with have additional needs?
• what support might you need in an emergency?

Residents rely on different channels of communication.

Use a combination of channels that engages with all residents and recognises that not everyone is digitally savvy or have access to technology.

Some people may want to tell you about their requirements in writing, in-person or over the phone.