Resident engagement in the digital era

Residents need to see clear benefits from technology — safer homes, lower costs, more responsive services — but digital transformation also raises questions of trust, fairness, and inclusion. This session will debate how to involve residents meaningfully, communicate effectively, and ensure no one is left behind.

• How much data is too much data, and where is the line between insight and intrusion?
• How can biases in resident data be identified and eliminated?
• What is the real cost of digital transformation to tenants, and how involved should they be?
• How do we balance digital and non-digital engagement methods?
• How can landlords communicate effectively across different backgrounds, needs and levels of digital literacy?
• What role should upskilling and digital confidence-building play in engagement strategies?
• How can retrofit, sensors, and data collection be framed as wellbeing benefits rather than burdens?