By actively involving people in decisions that affect their homes, you help build a safer, more inclusive, more accountable housing community. Engaging residents is no longer optional. It is a legal requirement and a vital part of good housing management.

This guide outlines how to engage residents effectively. Whether you oversee a single high-rise building or an entire portfolio, the steps you take to inform, consult, and involve your residents can make a meaningful difference.

Understanding Resident Engagement

Resident engagement means more than sending out letters or publishing updates. It’s about working closely with tenants, leaseholders, and homeowners to ensure their voices are heard. It involves sharing information clearly, collecting opinions, and acting on what people say.

Laws such as the Building Safety Act and the Social Housing Regulation Act have made engagement a legal obligation. But beyond the rules, this work builds trust, increases satisfaction, and improves the way homes are managed. When residents feel involved, they are more likely to contribute to building safety, follow guidance, and raise important concerns.

Why It Matters

Engaging with residents early and consistently plays a vital role in the success of any project. When people understand what’s happening, why it’s happening, and how it will affect them, they’re more likely to cooperate and support the process. This reduces the likelihood of delays caused by misunderstandings or opposition.

Clear, two-way communication also helps manage expectations, especially around disruptions such as noise, temporary relocations, or changes to services. When residents are kept informed and feel heard, they’re less likely to raise objections or escalate concerns unnecessarily.

Regular engagement can help prevent disputes, reduce complaints, and build long-term satisfaction. Residents are far more likely to feel secure and respected when they know their concerns are acknowledged, and their input is valued. This sense of involvement not only improves day-to-day relationships but also contributes to stronger, more resilient communities in the long run.

Ultimately, engagement isn’t just about avoiding problems—it’s about creating better outcomes for everyone, from smoother project delivery to improved trust and quality of life for residents.

Principles That Shape Engagement

An effective strategy should be built on a few essential principles.

Start with openness—residents should always be kept informed about decisions and be given clear routes for involvement. Aim for clarity by using plain language and easy-to-understand formats, especially when addressing complex topics like fire safety or retrofitting.

Consistency is also important. Ensure residents know how and where to access updates and make information available regularly across multiple platforms. Finally, treat residents as partners in the process. Listening is just as important as informing—encourage feedback and show how it’s being considered in the decision-making process.

Designing a Strong Engagement Strategy

A successful strategy starts with understanding your community. Who lives in the building? What are their needs, concerns, or limitations? Some residents may struggle with literacy, while others might prefer in-person communication over digital channels.

You can gather this information through surveys, interviews, or by working with community partners. Once you have a full picture, you can shape your messages and engagement activities to suit the people you’re reaching.

When sharing information, be clear about what work is happening, when it will take place, and how long it will last. Be honest about any inconvenience it may cause. People appreciate being informed, even if the news isn’t always positive.

It’s just as important to ask for feedback. Engagement is a two-way process. For example, if you’re planning repair work that affects access, residents may have suggestions about suitable times or ways to limit disruption. These conversations show respect for their lives and routines.

Using Resident Feedback Effectively

Feedback should be treated as more than a formality. Make it clear how residents’ opinions will be considered and when decisions are expected. If feedback results in changes, share that outcome. If it doesn’t, explain why—transparency helps build understanding and trust.

Gather views using various methods, such as surveys, drop-in events, and digital tools. Whatever the approach, ensure the process is fair, inclusive, and compliant with data protection regulations like GDPR. Most importantly, it demonstrates that feedback leads to action. This shows residents that engagement is meaningful, not just a tick-box exercise.

Measuring Impact and Adjusting the Approach

Monitoring how well engagement is working is essential. We’d recommend looking at how many people respond to communications, attend events, or take part in online platforms. It also helps to review complaint trends, satisfaction data, and service feedback.

If engagement is low or outcomes are disappointing, the strategy should be adapted. This might mean using different channels, trying new formats, or revisiting the clarity of messaging. MosaicGT emphasises that communication is not one-size-fits-all.

Practical Ways to Engage

Use a combination of methods to keep residents informed and involved. Traditional written updates—letters, newsletters, and posters in communal areas—remain effective for many audiences. Digital tools like email bulletins, websites, and SMS updates can enhance reach.

In-person contact is also vital. Hosting events, one-to-one visits, and on-site sessions allows residents to ask questions and raise concerns in real time. These methods may be particularly helpful for older adults, people with disabilities, or those less confident using digital platforms.

MosaicGT also encourages innovation—for example, using digital screens in shared spaces for quick updates, or QR codes linking to detailed resources or video explainers. Regardless of the method, it’s important to assess whether the approach suits the specific community.

Supporting Vulnerable and Diverse Groups

Inclusive engagement requires careful planning. Try tailoring communication for harder-to-reach groups, such as older residents, individuals with disabilities, or non-native English speakers.

Suggested approaches include arranging translators, offering larger print formats, or providing home visits to explain proposed works. Also, be sure to recognise the differences between tenants and leaseholders, ensuring each group has appropriate routes for involvement.

Legal Duties and Compliance

We advise housing providers to stay informed about the legal duties that now apply. For example, under the Building Safety Act 2022, a Principal Accountable Person (PAP) must develop and maintain a resident engagement strategy for all high-rise residential buildings.

That strategy should explain how residents are consulted on building safety issues, how information will be shared, and how feedback will be handled. You should also be aware of the requirements of Section 20 of the Landlord and Tenant Act, which mandates leaseholder consultation on major works.

In retrofit projects, compliance with PAS 2035 includes considering resident well-being at each stage. These requirements reflect a wider shift toward transparency, accountability, and inclusive engagement.

Helping Residents Understand Their Role

Residents have a critical role to play in building safety. But you need to clearly communicate what is expected of them—such as reporting hazards, keeping shared areas clear, and regularly testing smoke alarms.

Providers should offer this guidance at the start of a tenancy and follow up regularly to help foster a shared sense of responsibility for safety.

It’s also essential to provide clear, accessible pathways for raising concerns or making complaints.

Keeping the Strategy Up to Date

No engagement strategy should remain static. It’s good practice to review and update strategies at least every two years—or sooner if circumstances shift.

Regular assessment of engagement levels, feedback outcomes, and communication effectiveness helps ensure continued relevance. When changes are made, it’s beneficial to communicate them clearly to residents, using plain language and explaining the rationale. This strengthens trust and underscores the value placed on resident input.

Engagement in Retrofit Projects

Retrofit works often bring disruption, so early and clear engagement is essential. Involving residents from the outset—explaining the scope of work, introducing key contacts, and setting realistic timelines—can significantly ease concerns.

Technical subjects such as insulation or heating systems become more accessible through plain language and visual aids. Residents may also have practical needs, and it helps to be ready with support, whether that’s assistance with moving furniture or managing access arrangements.

Engagement shouldn’t stop once works are completed. Following up with residents, providing guidance on new systems, and checking how well they’re adapting can reinforce a sense of partnership.

What Good Engagement Looks Like

Effective engagement is reflected in outcomes—not just participation numbers. The key is whether residents feel more informed, confident, and involved.

Questions to explore include:

• Are residents better informed about the project?
• Have complaints or objections reduced?
• Has the work progressed more smoothly?
  

Establishing a clear feedback loop is vital. Sharing outcomes through accessible channels such as newsletters, noticeboards, or direct updates helps close the communication circle. Activities like follow-up surveys or resident inspections also contribute to continuous improvement.

Working Together for Safer Homes

Resident engagement is a shared responsibility. When residents, landlords, and partners collaborate, it builds trust and leads to safer, stronger communities.

The principles outlined here can be adopted and adapted by housing providers and project teams alike. This isn’t simply about meeting compliance—it’s about nurturing respectful, long-term relationships that contribute to well-being and better-managed homes.