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Residents

How Antares truly put residents at the heart of its policy

Antares has its property portfolio well managed. But something was still missing. “Sometimes residents’ stories end up on my desk and I find myself thinking: how could it be that we didn’t know this sooner?” says the Housing Manager. Numbers tell a lot, but not everything. How do you truly get behind the front door, where everyday life unfolds? And how do you use that insight to shape policy that really makes a difference?

The process

The process

Antares does a great job for its residents. But not everything is visible in dashboards and reports. What is really happening behind the front door? What do residents experience who do not make their voices heard? And how do you translate those insights into policy that works in practice? It did not start with numbers, but with stories.
What remained unseen?

Antares is known as a housing association that takes its residents seriously, with strong attention to liveability and to perceive residents as people. Yet it remains difficult to gain a clear view of what is truly going on especially among residents who are less likely to speak up. And it is precisely there that valuable insights lie, insights that are essential for making the right choices.

How did we approach this?

We started with residents’ stories. We invited them to share how they experience their home, their street, their neighbourhood. Without imposed themes or lengthy questionnaires. Simply, in their own words. Through smart analysis, these stories gained structure and meaning, resulting in concrete guidance for decision-making.

What did we uncover?

More than 1,000 residents shared their stories. Not about leaking taps or loose stones in the street, but about what living well truly means to them. About the importance of trust between neighbours. Feeling safe in your neighbourhood. Taking pride in the place you live.

For many, living well turned out to be largely about the surrounding environment: feeling connected to the neighbourhood, having a pleasant and well-maintained outdoor space, and nature nearby as a place to find calm. Insights that go far beyond what typically emerges from reports or satisfaction scores.

Creating movement

This approach shows how to truly put residents at the centre. The insights form a solid foundation for strategic choices around liveability, renovation, sustainability and development.

Because they are grounded in real stories, they provide both direction and confidence, internally and externally. They enable faster and more effective decision-making and prevent important signals from being picked up too late or randomly.

Aligning policy with everyday reality

New technology makes resident experience insightful

Many residents remain unseen. This whitepaper shows how to make their experiences and needs visible in a simple way and how to truly include their voices in your decisions. This is how you create policy that reflects real life.
Concise and impactful research
Insight into needs and emotions
Engagement and participation
Policy based on real stories
Download white paper
Download white paper
“The stories empowered us, helping us define our direction and substantiate our decisions.”
Antares
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