Red Deer Housing

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INDUSTRY

Non-Profit

CLIENT

Red Deer Housing Authority

WHY IT MATTERS

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PROCESS HIGHLIGHTS

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Impact

“We’ve moved from being your average landlord, to understanding that we are the landlord of last resort, and our relationship needs to be different. For example, we’ve had tenants who are fighting. In the past we wouldn’t have thought it was our job to help support them with mediation. But because of the complexity of what they are dealing with – we needed to take a different approach. The provincial government has acknowledged that they would have been gone from most providers… but we were able to support them because we changed how we thought about our role.”

Franklin Kutuadu, Chief Administrative Officer
“Getting out of the office and talking to people humanized the impact of the decisions that I get to make in the office. Before we started this project, I was content to put out fires where they cropped up. But now that I’ve had the chance to talk to our customers, I’m determined to focus on being of proactive instead of reactive.”

Tracy Huynh, Finance

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