Centrick panel tackles Building Safety Act and resident engagement challenges

A central theme of the discussion was the need to place residents at the heart of building safety strategies. Centrick’s Connor Scherer explained how the company has appointed a dedicated Resident Engagement Manager – a first in the leasehold sector – to build trust and strengthen dialogue. From surveys and monthly updates to direct contact with vulnerable residents, the focus is on understanding people’s concerns and making sure decisions are explained clearly and consistently.

Speakers agreed that transparency is essential. Graham Oliphant noted that while compliance is vital, what matters most to residents is feeling safe in their homes. He cautioned against a compliance-led culture that fuels anxiety, urging operators to build trust by listening and delivering on promises. Brendan Geraghty echoed this point, highlighting that the Building Safety Act is unusual in that it aims to drive cultural change alongside legislation, forcing the entire industry to focus on competence and communication.

Attention then turned to the Renters Reform Act and how rolling tenancy terms could affect community building. Clare Johnson raised concerns about potential transience, stressing the need for greater investment in engagement strategies and technology to maintain trust. Michael Connolly added that slick onboarding processes and digital platforms will be crucial to setting the right tone from the outset and ensuring residents feel connected.

The role of placemaking in building safer, stronger communities was also discussed. Speakers agreed that true placemaking goes beyond design, creating a sense of belonging, safety and pride. From early collaboration between designers and operators through to ongoing resident engagement, the panel emphasised that long-term community well-being must be part of the strategy.

Technology was highlighted as both an opportunity and a challenge. Apps, portals and digital noticeboards can improve communication, but the panel warned against treating them as a tick-box exercise. Connor Scherer shared his own experiences as a resident at a BTR development, noting that technology alone cannot replace human interaction. Graham Oliphant called for better use of data to inform decision-making at board level, while Brendan Geraghty cautioned that compliance culture must shift from “proving you’re right” to genuinely taking responsibility.

Closing the discussion, Phil Johns reflected that no building is ever entirely risk-free, but reassurance comes through open communication and visible action. “Residents want peace of mind; regular updates, clear messaging and transparency during remediation works are just as important as the works themselves,” he said.

The session concluded with a shared commitment to moving beyond compliance and ensuring residents remain at the centre of safety strategies. As Brendan Geraghty summed up: “A safe building is not only the right thing for residents, it’s also a good investment.”