The Essential Role of Resident Engagement Strategies in Building Safety and Property Management

There is growing recognition that residents should be active participants in the safety of the buildings they live in. For managing agents, freeholders, and developers, this is not just a regulatory requirement; it is an opportunity to build stronger, safer communities through meaningful communication and collaboration. 

Why Resident Engagement Strategies Matter 

A successful resident engagement strategy is built on understanding, accessibility and responsiveness. The Discovery Tower case study is a prime example; its Resident Engagement Strategy (RES) was accepted by the regulator without any requests for further information and was highlighted by the Health and Safety Executive as a model of best practice. 

Key elements of successful resident engagement strategies include: 

• Clear communication channels: Regular meetings and established lines of communication between stakeholders help identify issues early and ensure residents are kept informed. 

• Tailored messaging: Understand the needs of your residents. Consider language, accessibility, and cultural preferences when planning communication. 

• Multiple formats: Use a mix of digital tools, printed notices, community boards, and in-person meetings to reach different audiences. 

• Simple feedback mechanisms: Make it easy for residents to raise concerns or ask questions using online forms, QR codes, or drop-in sessions. 

• Visible action: Residents need to see that their feedback leads to change. Property management companies that provide regular updates and improvements help build credibility. 

• Regulatory confidence: Strong engagement supports successful certification and builds trust with regulators. The Discovery Tower engagement strategy became an industry benchmark, demonstrating how effective resident engagement can underpin building safety approvals. 

POD’s Proven Approach 

One of the biggest challenges in engaging residents about building safety is knowing exactly who lives in each property and keeping their contact details up to date. This becomes even more complex with leasehold properties, where changes in residents often go unreported. 

To overcome this, we focused on the moments when residents naturally interact with us, such as requesting access to communal spaces, reporting issues, or paying for services online. We turned these touchpoints into opportunities to update contact details and share essential building safety information. 

Digital tools have been central to this resident engagement strategy. For example, when residents log in to pay service charges or request keys, we use those moments to confirm details and encourage sign-ups to our managing agent app. This enables us to share information quickly and routinely, and even track who has read notification. 

By treating every interaction as an opportunity and leveraging digital solutions, we’ve created multiple ways to keep resident data accurate and communication effective. This proactive approach not only improves compliance but also builds trust and engagement. 

Resident Engagement Strategies: A Legal Requirement and Lessons from Grenfell 

Resident engagement strategies are no longer just best practice; they are a legal requirement. The Grenfell Tower tragedy in 2017 exposed serious failings in how resident concerns were handled. Many residents raised alarms about fire safety long before the disaster, but their warnings were ignored. This lack of meaningful engagement contributed to a devastating outcome and exposed the urgent need for systemic change. 

In response, the UK government introduced the Building Safety Act to address these failings. The legislation requires accountable persons to develop and implement a Resident Engagement Strategy (RES) for higher-risk buildings. The aim is to ensure residents are informed, consulted, and able to participate in decisions about the safety of their homes. By embedding engagement into law, the Building Safety Act recognises that giving residents a voice is essential to preventing future disasters. 

Grenfell remains a painful reminder that listening to residents is not optional. Their lived experience and observations are invaluable, and when ignored, the consequences can be tragic. Making engagement a legal requirement ensures that communication and collaboration are no longer discretionary but a fundamental part of building safety. 

Final Thoughts 

Creating safer buildings starts with meaningful resident engagement strategies. By investing in inclusive and responsive strategies, such as those proven successful at Discovery Tower and through POD’s innovative touchpoint approach, the sector can turn residents into active partners in safety. When residents are informed, involved, and empowered, compliance improves, trust grows, and communities become safer and stronger. 

Want to learn more about building safety? 

1. Case Study: How POD Secured a Building Assessment Certificate (BAC) for Discovery Tower, a Landmark London High-Rise 

2. Building Safety, Residents Engagement Strategy POD Case Study  

3. The Cost of Neglecting Fire Door Inspections 

Choose Safety With POD  

With POD, you can embed reliable, compliant building safety practices, from resident engagement strategies to fire door inspections, effortlessly. Contact us below for a free consultation:  

• Fill out our business enquiry form

• Email us at relationships@podmanagement.co.uk

• Call us on 0333 577 6656  

We look forward to hearing from you.