SAHF's Housing Stability Cohort (HSC) Releases Resident Communication Touchpoints Brief

November 17, 2023

Clear, accessible and equitable resident communication processes are a vital element of maintaining housing stability. When coupled with Trauma-Informed principles, owners and property managers can continue to foster steady, healthy environments. Stewards of Affordable Housing for the Future (SAHF)’s Housing Stability Cohort (HSC) participants recognize that communication can be the cornerstone of effective trust building in the landlord-resident relationship. Through discussions and resource sharing, the HSC identified at least three resident communication touchpoints that can be better leveraged to support housing stability:

  • Touchpoint 1: Lease-Up and Orientation
  • Touchpoint 2: Ongoing Outreach
  • Touchpoint 3: Late Rent Notices

This brief describes each communication touchpoint and provides example documents that HSC participants use at each stage. The example documents highlight emerging best practices and ways in which housing operators can adjust existing systems to strengthen housing stability. The brief’s example documents pull from the resident communication efforts of four HSC participating organizations: Preservation of Affordable Housing (POAH), Community Housing Partners (CHP), Eden Housing (Eden), and WinnCompanies (Winn).

The HSC is a unique interdisciplinary working group of property management, asset management, and resident services leaders. As part of the HSC’s ongoing work, SAHF is preparing several resources that elevate and support housing stability. Visit our HSC landing page to stay up to date on HSC resource announcements. 

SAHF thanks JPMorgan Chase & Co. for its generous support. Unless otherwise specifically stated, the views and opinions expressed in these resources are solely those of SAHF and do not necessarily reflect the views and opinions of JPMorgan Chase Foundation or its affiliates.

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