There are ways to make tax-credit housing feel more like a community.
In the multifamily housing industry, the word “community” often is used instead of “project” so as to convey a certain impression about the nature of the housing and services provided. A “project” is impersonal, while a “community” is personal. The best apartment communities are those where there is a real sense of community—a place with people who care about each other and work together to make life better for everyone who lives there.
Some communities exist with no effort—intentionally or unintentionally—but usually a management company has to take some steps to build a sense of community, a point confirmed by Jane Newkirk of Clinton County Community Action Program, an owner and manager of affordable housing.
One of the first steps an owner or manager can take to develop a sense of community is to encourage residents to treat the property as a community–not just a place to live, but to thrive. There are also additional concrete steps a manager can take.
Management companies that manage “true” communities enforce the house rules. This ensures everyone is living together in a way that does not violate the needs and desires of others. Another way to help the property feel like a community is by following the lease. This is an issue of fairness and accountability. The lease outlines responsibilities for both parties. In communities, property managers hold people accountable for their actions.
It is also a good idea to foster open communication. This can be done by:
• Establishing clear procedures for complaints
• Publishing a newsletter
• Using the Internet and social media (for example, maintain a website or Facebook page.)
Cooperating with resident councils is also key. Councils give community members a means through which their concerns can be addressed.
Providing activities and helping the residents to develop their own activities is also a good strategy. Understanding the residents’ needs and responding to them is critical to fostering a partnership with residents. Activities that bring all of the residents together are particularly helpful. Clinton County Community Action Program supports daily, informal meetings of its residents by providing coffee.
It is advisable to treat residents as customers who have a choice regarding where to live. Residents, particularly those in an affordable housing community, don’t wish to be treated as if they do not count as individual consumers. Understand the market and resident needs, and commit to continuing to learn about the market and resident needs.
One way to learn is through customer service surveys. St. Mary Development Corporation, a Dayton-based developer and manager of affordable housing, has conducted an extensive survey of its residents. According to Tim Bete of St. Mary, the survey helped to answer the question: “What is most important to the residents?”
Hire and support managers who can balance the differing demands of an apartment community, the needs of the resident population, and who want to create a community. The right staff is important. Tammy Herlihy, a community manager with Episcopal Retirement Homes, says, “I also think the staff plays a huge part in creating a sense of community because they truly care about these residents like family.”
It’s also a good idea to limit staff turnover. Herlihy partially attributes the sense of community at her property to the fact that staffing has remained fairly stable.
Satisfying resident requests, such as responding to maintenance requests, is extremely important. This reduces resident turnover, which in turn helps to foster a community by allowing residents to maintain friendships.
Maintain a focus on safety and security. Tim Bete of St. Mary Development Corporation reports safety was the No. 1 issue among residents where quality of life is concerned. Residents who feel safer are more likely to engage with those around them.
Creating a sense of community may seem touchy-feely, but there are many tangible benefits. Those projects where there is a true community have lower turnover. Maintenance and staffing costs also can be reduced. When people feel they are a part of something they are more respectful, and treat each other and the property with respect. Where community exists, resident complaints are lower, and relations with residents are much better. Lastly, community results in referrals. When people are happy with where they live they will often tell other people.
A property with community results–as is the case with many senior communities–in residents being able to live more independently, reports Bete. This benefit helps society by not burdening social and medical systems with additional customers.
Creating a community is less about what a manager and owner do, but how they think. Taking concrete steps also helps. Establishing a goal of creating a community can often go a long way toward establishing a sense of community. The benefits are endless, including some fulfillment for managers. Jane Newkirk of Clinton County CAP reports how nice it is to drive through her organization’s properties during the summer and “see residents outside, enjoying the weather and each others’ company.” That should be sufficient motivation to start building a sense of community today.
Brian Carnahan is Director of the Ohio Housing Finance Agency’s Office of Program Compliance, where he oversees the compliance monitoring of tax credit, HOME and Section 8 communities. He can be reached at
bcarnahan@ohiohome.org.
Allan Pintner is Vice President Emeritus and real estate broker at Millennia Housing Management Ltd., an Ohio-based company specializing in the development and management of affordable housing. He can be reached at abpintner@mhmltd.com.