Putting People First: A Winning Strategy for Affordable Housing
CHOC's Joy Silver on how services are the key to building resilient residences and resilient residents.
As housing prices soar and rent burdens escalate across the country, the need for holistic solutions to the housing crisis has never been more urgent. While much of the public discourse focuses on increasing housing supply, one essential piece of the puzzle is often overlooked: the critical role of affordable housing combined with resident services. Together, these components not only provide shelter but also promote long-term stability, economic mobility and community resilience.
While implementing this strategy, it is important to keep in mind that affordable housing communities are often misunderstood as being just for people with no income—and that’s simply not true. Our communities are homes for people at many stages of life: working families, seniors, young adults just getting started and others navigating job loss, health issues of family changes. They all deserve dignity, opportunity and a safe supportive place to call home.
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One proven approach is the thoughtful development of resident services—programs and amenities that go beyond the basic services. Whether it’s financial literacy and credit-building workshops, health and wellness programs or language-accessible services, these offerings are proven to improve residents’ quality of life as well as strengthen communities.
Our organization terms this “Community Impact Services,” and we’ve spun it out as an individual offering under the Community Housing Opportunities Corp. family of companies. When implemented properly, these efforts give ownership a holistic approach to housing that can be quite valuable.
The key to implementing successful programs is for resident service providers to do the work. Our executive team actively visits our properties—both through scheduled and unannounced visits—to ensure each community is receiving the attention it deserves. These regular walk-throughs not only allow us to evaluate ongoing preservation efforts but also help us build genuine connections with onsite staff by observing their day-to-day operations and engaging with them directly. Additional insights can determine the most impactful amenities for each community, what repairs or capital improvements are necessary or how effectively resident needs are being met—all essential factors in making informed, property-specific management decisions.
Customizing services for each community
The most impactful initiatives are the ones tailored to the unique needs of each community. In affordable housing, programs like financial literacy workshops or resume-building support can help residents take real steps toward their goals, whether it’s improving credit or navigating a career change. Many residents are highly skilled and motivated. They just need support in overcoming specific barriers that stand in the way.
Age and culture have a lot to do with it as well. A community with a heavy senior population would benefit from onsite health-care educational services or relaxed community events, while a community with more young families would benefit from after-school programming. If there are a significant number of Spanish-speaking residents, the on-site staff will have more impact if they’re bilingual and well-versed in ethnic customs and traditions to make the experience as meaningful as possible. It translates into higher satisfaction, less turnover, timely professional responses to service requests and a fulfilling quality of life experience.
Good communication is the foundation of a thriving multifamily property. When residents feel informed, respected and engaged, they are more likely to renew their leases, report issues promptly and become advocates for the property. Providing notices, newsletters and digital communications in multiple languages demonstrates respect and builds trust. Additionally, regular touchpoints—from move-in orientations to quarterly check-ins—allow managers to identify and address resident concerns before they become turnover risks.
From implementing social programs and structural improvements to capitalizing on government incentives and maintaining regulatory compliance, affordable housing service providers should always be striving to improve the community from a holistic perspective, one that fosters stronger and happier residents. It could be as simple as utilizing underused spaces for resident activities or installing safety and technology that contribute to resident wellbeing.
For affordable housing communities serving residents who earn less than 80 percent of the area median income), it is essential to select a resident services provider who understands the unique challenges facing those who live there. To truly be a net-positive for ownership, resident service providers need to have an authentic ownership mindset as well that sets a positive tone and takes initiative to drive progress.
As the needs of renters continue to evolve, so too must the strategies used to serve them. In an increasingly competitive multifamily market, delivering thoughtful, culturally sensitive resident services is not just a way to “do good.” It’s a business strategy that tackles the broader affordable housing crisis in America.
Joy Silver is chief strategy officer for Community Housing Opportunities Corp.
