After three days at ONPHA 2025 surrounded by housing leaders, one thing became clear: the affordable housing sector is evolving, and the stars are truly aligning. From digital innovation to tenant-first models, everyone’s rethinking what community housing could look like for the future.
We left the conference with fresh insights, new connections, and a deeper understanding of the day-to-day realities housing providers face. Here are five takeaways that stood out and why they matter for anyone leading in this space:
1. Start from Strength, Not Scarcity
The plenary “What Can We Do with $38 Billion?” set the tone early. Instead of focusing on what’s missing such as funding, time, or capacity, the message was to look at what already exists: $38 billion in collective assets, trusted teams, land, and partnerships built over years of service.
The takeaway? Progress starts from what’s already working. The real challenge is connecting those strengths in new ways. It was a great reminder that innovation doesn’t always mean “new.” Sometimes it just means better aligned or reimagined.
One line from the plenary stuck with us: “The risk of doing nothing is the biggest one.”
That mindset came up in almost every session, whether the topic was technology, funding, or collaboration. The message was clear: perfection can’t be the goal. Curiosity, movement, and small, consistent steps forward are what drive real change.
2. Innovation is a Continuous Process
The Modernizing Rent & Lease Services session by Ottawa Community Housing was easily one of our favorites. Their ELEVATE story was inspiring. Their team used to manage annual rent reviews with piles of paper, long backlogs, and stressed-out staff.
Instead of waiting for a perfect plan, they started small, testing, tweaking, and measuring results. Over time, they cut turnaround time from 21 days to just 5.
What stood out most wasn’t just the outcome but the mindset: innovation as a continuous process, not a one-time project. The most successful housing providers aren’t waiting for ideal conditions. They’re experimenting, learning from missteps, and choosing progress over perfection. That spirit of curiosity and action is what drives lasting change.
And at the center of that process? Communication.
Which brings us to the next takeaway.
3. Tenant-First Means Communication-First
Across ONPHA sessions, one message kept coming up: great communication builds great communities.
Whether it’s maintenance calls, rent reminders, or after-hours emergencies, many challenges come down to how information flows. The most successful housing providers are making communication a top priority, ensuring tenants feel heard, supported, and informed every step of the way.
This one hit home for us. At Telelink, we see every day how clear, empathetic communication can change a tenant’s experience and make a property manager’s job a little easier too.
4. Annual Reviews: The Quiet Storm
It’s clear that the annual review process is one of the sector’s biggest operational stress points: the flood of paperwork, reminders, and tenant calls that come with verifying income and eligibility.
OCH’s plan to shift from tenant-anniversary reviews to a building-by-building model sparked a lot of curiosity. We loved how they approached questions during the session and how they’re pairing this new system with tax clinics, better reminders, and plans for CRA integration.
That continuous improvement mindset could be a game changer. Even small process changes can reduce burnout, cut errors, and improve the tenant experience. It’s a perfect example of reimagining solutions and learning as you go.
5. Intentional Partnerships Build Stronger Communities
In the Housing as Health panel, Nolan Goyette from Windsor Essex Community Housing shared something that really resonated: “Crisis isn’t happening in hospitals or jails; it’s happening in our communities.”
Their team’s approach to collaboration, working with local police, tracking results weekly, and focusing on sustainable, long-term partnerships, was powerful. It showed that when housing and health meet in the middle, communities thrive.
The takeaway? Real progress comes from intentional partnerships, not transactional ones. The best outcomes happen when organizations ask, “How can we support our partners?” instead of “What can they do for us?"
Final Reflections
Conferences like ONPHA are more than industry events; they’re mirrors that reflect how far the sector has come and where it’s headed next.
Hearing directly from housing leaders reminded us why continuous improvement, strong communication, and collaboration matter so much. Our team also enjoyed exhibiting at the trade show and connecting with so many affordable housing providers, people whose heart for the work and the communities they serve truly inspire us.
At Telelink, we’re proud to support housing providers who are building better systems and stronger communities, one conversation at a time.
About Telelink
Telelink is Canada’s leading answering service partner for Affordable Housing Providers who value resident relationships. Our specialized Property Management division understands the unique needs of housing teams: from maintenance triage to after-hours communication and everything in between.
Our scripting process is built around industry best practices and tailored to your workflow. Every script is designed to separate urgent and non-urgent calls while capturing every critical detail and minimizing internal follow-ups. The result? Less stress for staff and a smoother experience for tenants.
Want to see how housing providers are streamlining maintenance and improving tenant satisfaction? Check out one of our Property Management case studies or download our Maximizing Maintenance Workflows guide.
Inside the guide, you’ll find real-world examples, a simple triage checklist, and practical strategies to reduce after-hours stress, protect your assets, and keep tenants happy, all while controlling costs.