ENGAGING TENANTS

Guide Sections

1. Introduction & Field Guide Overview
2. Getting Started
3. Funding Your Project
4. Reviewing Your Portfolio
5. Selecting Properties
6. Engaging Tenants
7. Developing a Scope of Work
8. Selecting a Contractor
9. Financing
10. Construction
11. Conducting QA & Verification
12. Monitoring Utility Use
13. Managing Operations and Maintenance
14. Future Learning
15. Resources & Case Studies
16. Appendix

ENGAGING TENANTS

Tenants will be directly impacted by the retrofits made. Therefore, it is important that you engage them throughout the decarb process. Create a tenant engagement plan to ensure smooth communication, understanding and cooperation. Here are the key steps: 

Key Discussion Topics 

Before tenants are engaged, whoever is responsible for communicating with tenants should familiarize themselves with the first three topics listed in the table below. This will prevent confusion, guarantee transparent communication, and build trust between tenants and the rest of the team. 

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Table S6-T1: Tenant Discussion Topics
Topic Details
Why is the building being retrofitted? Explain the purpose of decarbonization (e.g., meeting the city’s sustainability goals)
Expected disruptions Explain that in addition to the usual disruptions (e.g., construction noise, equipment installations), inform tenants of other potential inconveniences:
  1. New Technologies: Prepare tenants for the introduction of modern technologies, like induction cooktops. Inform them that installation designs may change during the project to meet inspection standards.
  2. Unpredictable Schedules: Let tenants know that the rehab schedule may change, and disruptions can occur. Encourage transparency about notices and potential delays, especially in occupied buildings.
  3. Design vs Inspection: Sometimes equipment must be relocated to pass inspection (e.g., moving 5 inches to the left). It’s important to communicate these changes in real time to tenants.
Benefits for tenants Highlight reduced utility costs, improved living conditions, environmental impact, health, and indoor air quality.
New technologies (e.g., induction cooktops, showerheads) Provide lessons on how to use new energy-efficient technologies.

Engagement Timeline 

Use the following flowchart to help you schedule tenant meetings at key stages of the decarbonization process.

Before drafting the content for the Tenant Communication Materials Checklist below, we encourage you to browse the CDC’s Simply Put guide to ensure that the material you create is clear and informative. Pay special attention to the readability of your text (mentioned on page 27 of the guide) and use the SMOG Readability Tool to check readability. Lastly, create your content in different formats (i.e. print and digital) to make sure it is accessible to all. 

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Table S6-T2: Tenant Communication Materials Checklist
Materials Purpose
Welcome Packet Provide an overview of the decarbonization project and its benefits (a pamphlet)
Tenant FAQ Address common questions about the retrofit process, timelines, and impacts Provide materials such as booklets and flyers to answer questions like:
  • Why is this happening?
  • How will it improve their living conditions? 
  • Address issues tenants raise (e.g., requests for dishwashers).
Benefits for tenants Highlight reduced utility costs, improved living conditions, environmental impact, health, and indoor air quality.
Tutorial on Induction Cooktops (if applicable) Offer written, video, and/or in-person lessons on how to use the new induction cooktops 
Weekly Newsletter/Updates Keep tenants informed of weekly progress, upcoming disruptions, and new developments

Gathering Tenant Feedback 

One of the ways to evaluate the success of your project is through tenant surveys. Surveying tenants will allow you to collect data that may come in handy when applying for grants or designing future projects. It is recommended that you survey tenants a minimum of two times, once before construction and once after construction. Post-survey results will help assess the performance of installed systems and tenant satisfaction. 

The pre-survey should be administered 4 to 6 months before construction begins to allow ample time for your team to collect responses. Aim for a response rate of 50% or higher. Meanwhile, the post-construction survey should be conducted 10 to 12 months after the project is completed. Carefully consider the timing, length, and type of questions that you will ask. If this is a one-time project, you may find it useful to offer incentives (e.g., $15 gift cards for the first 10 people who complete the survey).  

Refer to this Sample Tenant Survey (Appendix S6-A1) to make the process easier. While you can develop a similar questionnaire on your own, you may find it useful to partner with higher education institutions to develop the survey as they might have more insight into what type of questions to ask and how to get a higher response rate. Ultimately, you want to ensure that tenants are well informed so that they cooperate throughout the decarbonization process.

Any questions? Contact us for more information.