By Daphney Thomas
Black Dove Properties
Community Impact Solutions
One of the most impactful moments in my work in affordable housing came during a trauma-informed initiative we led locally. In one of the resident interviews, a tenant expressed a deep desire to be seen beyond their ability to pay rent. That statement touched my heart. It reflected the very essence of what affordable housing should aim to achieve—a space where people are valued as whole beings, not just for their ability to meet financial obligations (or not).
Many housing developers reserve the right to focus solely on the bricks-and-mortar aspect of their work- and that’s ok. They may avoid getting involved in the human complexities of housing, perhaps because they don’t have to or because it seems too daunting. But for those companies who claim to be building communities where people (who often face many challenges) can grow and thrive, this is a critical insight. The question becomes: *How are your policies set up to reflect this human-centered approach?* For example – do you really need to serve a notice on a Friday thats leaves people anxious for two whole days before they can speak to a staff person? Is your leadership committed to these practices? Does your workplace culture foster care and compassion for both employees and residents? These are important questions to ask, think through, and answer because they gauge your impact and drive your work. A housing provider’s success should not only be measured by the number of units filled but by the thriving communities they nurture.
Another essential aspect of this work is recognizing where the expertise of a housing provider begins and ends. Too often, providers make the mistake of thinking they have all the answers when, in reality, the best outcomes come from inviting the right partners to the table. This includes organizations, both large and small, that have built trust within the community. But it’s not enough to take these organizations at their word. Housing providers must engage residents in open conversations about their knowledge of and experiences with these organizations. The programs and services your company offers should directly respond to the needs residents express, not what you assume they need.
Working with partners who are culturally responsive and aware is also a powerful move. These partners understand the unique challenges and strengths of the community, which allows them to deliver services that truly resonate. The ultimate goal is to create a network of support that meets residents where they are and helps them thrive.
Another area that requires attention is internal transparency. For many affordable housing residents, change represents an ever-present source of anxiety. They see their neighborhoods evolving, often in ways that make them feel displaced or disconnected. Their favorite shops close down, their neighbors move out, and they are left wondering if they will be next. Change within their property management office can feel equally destabilizing. When property managers or office staff change without clear communication, it can lead to a feeling of uncertainty and mistrust. Residents may begin to wonder if their rent will go up or, worst-case scenario, if they will be displaced entirely.
This is where open and transparent communication becomes invaluable. Residents need to know about changes before they happen, and they need clear explanations about what these changes could mean for them. Equally important is opening the door for honest dialogue. When residents feel included in the conversation, they feel more secure, and trust deepens. They are also more likely to become your biggest allies in keeping the properties safe, well kept and advocates in the community at kept and.
I am grateful for my time at this organization. It gave me everything I needed and helped me cultivate the skills I already had to soon launch my next endeavor: serving housing providers in their efforts to build more responsive, human-centered communities. My experiences have shown me that the work we do goes far beyond filling units; it’s about creating spaces where people feel safe, seen, and supported. When we focus on building trust, practicing transparency, and inviting the right partners to the table, we can truly help residents thrive.
Editor’s Note: The views expressed in this commentary piece do not necessarily the express the opinions of The Cincinnati Herald.