ONPHA Opening Doors Podcast
Join us as we explore the world of #affordablehousing, discussing important topics, sharing insights, and highlighting inspiring stories from the sector.
Whether you're a housing professional, advocate, or simply interested in learning more about affordable housing, this podcast is for you!
ONPHA Opening Doors Podcast
S3E6 - Putting People First While Scaling Community Housing
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How do you scale community housing without losing sight of the people you serve?
In this episode, Andrew McKenzie is joined by Michelle Parisien, Director of Tenant Experience Operations at Ottawa Community Housing (OCH), to explore how the organization redesigned its service delivery model to support massive portfolio growth while keeping tenants at the centre. They discuss bringing maintenance and operations closer to communities, navigating the practical challenges of operational transformation, and the key lessons other housing providers can apply to maintain high tenant satisfaction at scale.