Beyond the buildings: Why remediation must put people first

These concerns deserve to be heard. Getting remediation right starts with recognising that we are working in people's homes, not simply on buildings.

Listening must lead to action

Resident engagement is about far more than sending letters or providing updates. It means understanding individual circumstances, listening to concerns and shaping our approach around the people who call these buildings home.

Every resident experiences remediation differently, which is why we take the time to understand individual needs rather than applying a one-size-fits-all approach.

On a recent project, we worked closely with a family whose child had additional needs. By listening to their concerns and tailoring our programme around key times for the household, we were able to reduce disruption, provide greater certainty and help the family feel supported throughout the works.

This person-centred approach is central to how we work. Residents are often balancing employment, family responsibilities and personal commitments alongside the disruption of remediation. The rise in home working has introduced further challenges, making it even more important to understand how site activities affect people's everyday lives.

Through ongoing conversations with residents, we have adapted working practices, improved communication and identified practical solutions to help people maintain their routines with as little disruption as possible.

Successful remediation should not be measured solely by the completion of works. It should also be measured by how residents experience the journey. By listening, responding and adapting to individual circumstances, we can help reduce stress, build trust and ensure residents feel informed, respected and supported from start to finish.

Trust is built by being there

Trust does not come from making promises at the start of a project. It develops through consistent, everyday actions.

We introduce ourselves to residents, provide direct contact details and make ourselves available when questions or concerns arise. Through our We Hear You sessions and regular engagement activities, we create opportunities for residents to speak to us throughout a project, not just when something goes wrong.

But putting people first also means recognising that our responsibility extends beyond the immediate construction works. Remediation projects take place within established communities, and there is an opportunity to leave a positive legacy that lasts long after the site team has moved on.

At Anamore, this includes seasonal events, school competitions, charitable initiatives and partnerships with local businesses. Where possible, we also work with local suppliers to support jobs, businesses and economic activity in the areas where we operate.

Listening to residents and communities' helps us understand what matters most and where we can make a meaningful difference. This has included donating materials to volunteer-led projects that support skills development for unemployed people, while reducing waste through the reuse and recycling of materials from our sites.

These initiatives demonstrate how social value and environmental responsibility can work together to benefit communities. They also reinforce an important principle: remediation should be an opportunity to make a positive difference, not simply to resolve a building's defects.

The industry must do more than meet technical requirements

The construction and remediation industry has an opportunity to challenge the perception that delivering the work matters more than the people living through it.

Meeting technical standards and regulatory requirements is essential, but it is only part of the responsibility we carry. A project can reach completion and meet its technical objectives while residents are left feeling frustrated, uninformed or overlooked. If we want to build trust in remediation, we must be prepared to look beyond the physical works and consider the experience of the people affected.

Resident engagement should not be measured simply by the number of letters sent, meetings held or enquiries answered. We should also ask whether residents feel informed, whether their concerns have been addressed and whether their feedback has influenced how work is delivered.

That responsibility is shared across the industry. Contractors, property managers, consultants and clients all have a role to play in making resident engagement a meaningful part of project planning and delivery. It cannot sit with one individual or team, nor can it be treated as an exercise in communication once decisions have already been made.

Residents should be considered from the outset, with appropriate time and resources allocated to understanding their needs, communicating clearly and responding to concerns throughout the project. This requires collaboration, accountability and a willingness to adapt when circumstances change.

There will always be challenges in delivering remediation in occupied buildings. We cannot eliminate every inconvenience or promise that disruption will never occur. But we can be honest about what to expect, give residents opportunities to be heard and take practical steps to minimise the impact on their lives.

Ultimately, we are dealing with people's lives, families and homes. The way we approach that responsibility matters.

For me, putting people first means recognising that every building has a community behind it, and that successful remediation must reflect that.

Better buildings matter, but so does the experience of the people who call them home.

By Mairead Haughey, Resident Liaison at Anamore