Resident Engagement Strategy Support for a Large Institutional Investor

The Client: 

A large UK-based institutional investor with a significant portfolio of residential property assets managed day-to-day by a number of third-party property managers.  

Their Challenge: 

Under the Building Safety Act 2022, the client, as the Principal Accountable Person (PAP), was responsible for ensuring Resident Engagement Strategies (RES) were in place for all higher-risk buildings in their portfolio. 

Initially, their incumbent property managers were set to lead on the delivery of these strategies. However, after reviewing Innovus’ approach and expertise in this emerging area, the client decided to instruct us directly. They valued the transparency, and depth of support we were offering, and wanted a partner who could provide expert guidance. 

With little precedent in the market and evolving expectations from the Regulator, the client recognised the importance of getting this right on two fronts: both for compliance and resident trust. 

Our Solution: 

Innovus was engaged to prepare Resident Engagement Strategies for each higher-risk building, working alongside (but independently from) the client’s property managers. 

We applied our proven methodology, delivering compliant, site-specific RES documents tailored to each development — balancing the needs of both the Regulator and residents. 

We engaged directly with residents to understand their needs and expectations, using this insight to shape the strategy and communications. By leading this process independently, we ensured a consistent and objective approach across all sites — keeping the client informed every step of the way. 

The Result (as of May 2025): 

• Over 50 RES documents delivered directly to the client across multiple buildings in a phased approach within three months 
• Alignment with regulatory requirements under the Building Safety Act 2022 
• Greater control and assurance for the client as the Principal Accountable Person 
• Enhanced reputation for taking a proactive, resident-focused approach to safety