Transforming Resident Engagement: A New Era in Building Safety Management
The building safety landscape in the UK has undergone a significant transformation, driven by the need to prevent tragedies like the Grenfell Tower fire. This event highlighted systematic failures in building safety regulations, including the lack of attention to resident’s well-being and safety concerns. The response, the Building Safety Act 2022, now places a strong emphasis on resident engagement, specifically the requirements of a Resident Engagement Strategy (RES), which ensures residents are no longer passive recipients of information but active participants in their building’s ongoing safety management.
The Importance of Resident Engagement
The BSA22 requirements mandate that all residents in high-rise residential buildings (HRB’s) are provided the relevant and necessary safety information about their building. There should be clear channels for communication to voice concerns, as well consultation on decisions about building safety works within their building. The legislation represents a shift from past practices, where resident engagement was often inconsistent, and residents' concerns were frequently ignored. The Grenfell Tower Inquiry revealed that residents' warnings were often dismissed, highlighting the urgent need for a cultural and systemic overhaul.
The BSA22 has prompted a fundamental change in how resident engagement is conducted. The Act legally empowers residents, granting them the right to be involved, heard, and to challenge decisions related to building safety, before they are implemented. It also mandates the provision of clear and accessible safety information and emphasises the importance of two-way communication between landlords and residents. This shift redefines the resident's role from a passive recipient to an active stakeholder with clearly defined responsibilities. Ultimately, this drive for resident engagement aims to create safer living environments, stronger communities, and ensure compliance with crucial legislation.
Despite the significant emphasis on resident engagement in the BSA 2022 and related legislation and guidance, industry adoption of these new practices has been slower than anticipated. Many professionals have yet to fully embrace resident engagement and Resident Engagement Strategies (RES). This is evident in persistent gaps in resident awareness, suggesting ineffective communication, possibly due to a lack of commitment or skill. Concerns remain that engagement is sometimes "tokenistic," prioritising compliance over genuine resident empowerment. Those working to improve resident engagement still face challenges, notably deep-seated mistrust among residents due to past experiences, and the substantial resources required for implementation, including staff training and technology.
The future of resident engagement is likely to involve more sophisticated, data-driven, and personalised approaches. This includes increased use of digital channels for communication, personalised engagement strategies, and proactive engagement. The integration of resident feedback into service improvement and the use of technology to manage building information are also key trends shaping the future of resident engagement.
The Role of Technology
Technology plays a crucial role in enhancing resident engagement. Digital tools can facilitate more immediate, accessible, and interactive communication between property managers and residents. However, the key is not just adopting technology but using it strategically to foster genuine engagement. For example, using a resident portal to share a building safety remediation plans, conducting online surveys in the residents chosen languages, and using the platform to gather resident feedback to make genuine improvements. This is active engagement.
The Building Safety Act 2022 has ushered in a new era of resident engagement, emphasising transparency, participation, and accountability. While challenges remain, the ongoing evolution of resident engagement aims to create a collaborative culture of building safety. By empowering residents, fostering open communication, and leveraging technology, property professionals can create safer living environments and strengthen communities.
Abigail Wray, Marketing Executive, Black Boots Technology
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