How to do a resident engagement strategy

Building managers are well versed in dealing with issues of bricks and mortar, fixtures and fittings, but what about residents? How do you do a resident engagement strategy, asks Matt Lamy.

Among the many changes that have been brought about by the Building Safety Act 2022, possibly the most revolutionary is the need for all high-rise residential buildings to have a resident engagement strategy. The purpose of resident engagement strategies is to ensure residents are both informed and involved with any decisions about their building’s safety. As part of these strategies, building owners must also put in place clear ways to resolve safety issues raised by residents.

Responsibility for the resident engagement strategy sits with the building’s Principal Accountable Person (PAP), who must prepare the strategy; distribute and consult on it; review and revise it; and then act in accordance with it.

While those are the requirements, how do you put such steps into place effectively? How do you truly take into account residents’ thoughts and opinions? The government’s ‘Making Buildings Safer’ campaign offers a structured approach and some important steps.

Information basics

A resident engagement strategy should be unique to each building and take account of the needs and preferences of its specific residents, so it is crucial you understand exactly who lives there.

1. Create a system that collects, stores and maintains key information about residents. Gather as many details as possible and consider doing an annual residents’ survey.

2. Understand the different tenancy types in the building and how this might affect information gathering. For example, short-term leases can be challenging when it comes to getting accurate information.

3. Consider what key questions you need to ask to find the information you want (see Key questions to ask residents).

4. Use multi-channel approaches. Not everyone is tech savvy, so also contact people in writing, on the phone or in person.
5. Check evacuation needs and any disabilities that might impact on how a resident engages with the building.

6. Be transparent about the information you are collecting and how you are storing it (see Being transparent).

7. Keep information up to date.

Communication channels

It is not only in collating information that the use of multiple channels is important. A resident engagement strategy is a living system that involves continual two-way communication, so the ability to contact and be contacted via range of methods is important.

1. To communicate, use print – letters, in-building notices; online – email, text, portal, app; and old-fashioned personal contact – phone, building staff such as a caretaker or concierge, housing officers.

2. Communicate regularly.

3. Hold relaxed, informal meetings, such as a coffee mornings, to bring residents together.

4. Use demonstrations and drills, such as fire drills, so residents can practice how they will respond in an emergency.

Effective messaging

To make the most of communication channels, you need to share your message effectively.

1. Use straightforward communication tactics. Keep concepts simple for non-technically minded people and those with low literacy; use clear concise language; make information direct; make printed designs as legible as possible (use a minimum of 14pt text size for printed material).

2. Use mixed formats. Verbal and visual information is often easier for people to understand.

3. Make residents’ own responsibilities and actions clear. Use instructional videos, step-by-step guides and dos and don’ts lists so residents can understand what they need to do to keep everyone safe.

4. Again, prepare on-site staff to help explain aspects of the messaging to residents.

Key questions to ask residents

• Do you own or rent your home? Who from?
• How do you want to be communicated with?
• Can you understand English well?
• Do you or does anyone you live with have additional needs?
• What support might you need in an emergency?
• Do you need support with walking down the stairs?
• Do you struggle to follow instructions?
• Are crowded spaces difficult for you?
• Can you hear alarms?

Being transparent

When collecting information about your residents, you should explain:

• the process you will use to collect, review and act on opinions
• how you will give feedback on opinions and any changes you make because of them
• how much time residents have to submit their opinions and explain the timescale; and
• how you will collect and store information in line with GDPR requirements

Responding to residents

Communication in the case of resident engagement strategies has to be a two-way street. As well as spreading your messaging, it is vital that you listen to what residents have to say and show them that they are being listened to.

1. Ensure residents can reach you via any of the channels you are using – email, phone, online or face-to-face.

2. Create a transparent and easy-to-navigate complaints process, with step-by-step details of how a complaint will be handled, the timescales involved and a named contact for residents to check the status of their complaint.
3. Tailor your responses to residents’ needs, taking into account their preferred method of communication, and offer them opportunities to discuss how issues can be resolved.

4. Make sure residents understand your role, responsibilities and commitment to their safety. What better way to do this than show how you are acting on their concerns?

5. If residents have concerns that fall beyond the scope of the resident engagement strategy, be prepared to help signpost them to appropriate outside agencies that can help them.

Inclusivity

As mentioned earlier, it is important to know who your residents are and treat them – especially including communication – according to their specific requirements.

1. Assume residents have no prior knowledge of building safety.

2. Use formats that support translation.

3. Make use of translation technology yourself to allow readers to access information in multiple languages.

4. Roleplay basic safety scenarios in simple video clips, so residents can see real people going through the processes involved.

5. Use in-person meetings, such as the coffee mornings suggested earlier, to hold building walkabouts or safety workshops.

6. Ensure printed information is available and residents share it with people they trust.

7. Do not use general terms such as ‘disabled’ in communications – neutral language is better to gain a proper understanding of specific safety requirements. For example: “Do you need support with walking down the stairs?” “Do you struggle to follow instructions?” “Can you hear alarms?”

8. Design evacuation plans jointly with residents to ensure inclusivity.

9. Hold regular fire alarm tests and fire drills so that residents understand the process they must follow in an emergency.
10. Use building-wide events to help connect the community, where residents support each other.

11. Work with trusted sources – such as fire and rescue services, faith leaders, local community spaces or adult social care teams – to share messages and raise awareness.

A resident engagement strategy is a significant part of the Building Safety Act 2022, but it should not be a tick-box exercise. Effective engagement is about getting to know the residents, relating important information and checking it has been understood, checking the systems in place are right for the residents and letting them know what is being done if these are not right. Residents are the eyes and ears of their own safety and environment, and they can be a valuable asset for building managers.

For more details about a PAP’s required duties, visit: b.link/GOV_PAP
The government’s ‘Making Buildings Safer’ campaign: b.link/HSE_engaging

Image credit | iStock