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We engage with residents by listening, responding, and supporting them in achieving their dreams.
With this plan, Mercy Housing puts residents at the center of our work — our North Star — to guide
our decisions.


  • Pilot and roll-out resident impact approach throughout the portfolio to increase satisfaction, sense of belonging, and create stronger communities.

  • Consistently engage all residents with a Resident Satisfaction Survey, with 80% resident participation over five years.

  • Facilitate community meetings, policy development, and implement training for Property Management and Resident Services staff.

  • Improve alignment, coordination, and collaboration between property management and resident services to create a consistent approach and language at all levels.

  • Support frontline staff by implementing a refined staffing model, and investments in technology that will enable a resident-centered Approach.


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