Reimagining Decant: A Collaborative Approach
Introduction:
Decanting residents from an aging building for redevelopment is a complex task, especially when considering the diverse needs and concerns of long-term occupants. This case study looks at the transformation of a traditional decant process into a collaborative co-designed approach that delivered positive outcomes for resident's and stakeholders alike.
Background:
In 2019 a high-rise building, constructed in 1972, faced obsolescence and couldn't meet modern standards. With 64 homes, predominantly social rented, the decision to decant residents was needed to enable redevelopment.
The Challenge:
Managing a successful three-year decant project presented several challenges:
Balancing residents' needs and preferences with limited local housing options.
Addressing safety concerns and managing expectations during the transition.
Collaborating with the local authority to mitigate the impact on housing supply.
Engaging stakeholders and addressing community concerns about the project.
The Solution:
A collaborative approach, led by Rachael Smart, was adopted, involving various stakeholders:
Acknowledged that the existing process was not going to deliver what was needed.
Brought the right people together and were not afraid to share information and insight.
Facilitated workshops to encourage dialogue among the Resident Scrutiny Team, Local Authority, Senior Management Team, colleagues from Home Moves and Development, Local Councillors, and communication experts.
Maintained confidentiality until residents were informed, fostering trust among stakeholders.
Conducted a comprehensive review of property lettings in the area to provide data insights for residents upfront, managing expectations and minimising frustration.
Revised all resident communications to be transparent, empathetic, and easily understandable.
Developed a customer journey map to identify pain points and opportunities for improvement.
Redesigned the decant process to start with personal visits to each resident on the same day to share redevelopment details and provide comprehensive information packs.
Invited all residents and stakeholders to a collective meeting to discuss the redevelopment and decant.
Established a property guardian approach to ensure vacant properties were not left empty.
Outcomes:
Improved resident satisfaction through involving residents in the design process, their concerns were addressed more effectively, leading to higher satisfaction levels.
Zero complaints from residents or the wider community.
Enhanced communication resulting in clarity, proactivity, and empathy, reducing resident confusion and frustration.
Strengthened stakeholder collaboration facilitated smoother project delivery.
Proactive engagement with local stakeholders allayed concerns and instilled trust in project outcomes.
Positive reception of the property guardian scheme mitigated anti-social behaviour risks and community isolation.
Working together to deliver flexibility with the local authority nominations agreement ensured no reduction in housing supply.
Timely completion of the decanting process within the three-year period, facilitating redevelopment handover as scheduled.
Conclusion:
The success of the decant project hinged on its collaborative approach, which prioritised resident involvement, transparent communication, and stakeholder engagement. By reimagining conventional processes, the project achieved its objectives while ensuring resident satisfaction, community reassurance, stakeholder collaboration, and on-time, within-budget delivery.
Our 3 take aways
Resident-Centric Approach: By involving residents in the design process and prioritising their needs and concerns, the project achieved higher levels of resident satisfaction. This highlights the importance of considering residents as key stakeholders and actively engaging them in decision-making processes.
Transparent Communication and Stakeholder Engagement: The success of the project was attributed to transparent and empathetic communication, as well as active engagement with stakeholders. This emphasises the significance of clear and proactive communication in fostering trust, managing expectations, and mitigating concerns throughout the project lifecycle.
Flexibility and Adaptability: The project demonstrated flexibility and adaptability in responding to challenges and changing circumstances. This underscores the importance of being open to revising processes, incorporating feedback, and implementing innovative solutions to address evolving needs and requirements.