This year’s ONPHA Conference made one thing very clear: housing providers are reimagining what “tenant-first” really means and how communication can make that vision possible.
It’s more than a phrase; it’s a mindset that’s reshaping how organizations think, plan, and deliver services.
And that’s the beauty of this year’s conversations: when communication improves, trust grows. And when trust grows, communities thrive.
What stood out most were the practical ways housing providers are putting these ideas into action. Here are a few of the insights that stayed with us:
1. Listening Is the First Step
In almost every conversation, one theme echoed loud and clear: tenant experience starts with listening.
Many of the sector’s biggest challenges, from maintenance backlogs to rent review delays, stem from communication gaps. When tenants feel unheard and staff feel overwhelmed, trust breaks down.
The organizations making real progress are intentionally building listening systems, not just surveys, but real opportunities for feedback and follow-up. Whether through proactive check-ins, better after-hours support, or consistent communication loops, listening is once again being treated as a leadership skill.
At Telelink, we see this every day. When calls are handled with empathy, accuracy, and clarity, problems de-escalate faster and relationships strengthen. The first step to being tenant-first is simple: listen.
2. Communication Is the Backbone
One of the most talked-about sessions, Modernizing Rent and Lease Services: A Tenant-First, Tech-Smart Approach, focused on how tenant-centered design and process improvement can completely reshape operations.
The big insight? Communication isn’t an add-on to your system; it is the system.
When communication channels are clear, workflows improve. When updates are transparent, trust follows. When information is consistent across departments, tenants stop falling through the cracks.
Organizations that treat communication as infrastructure — supported by automation, smart scripts, and trained teams — are seeing measurable improvements in turnaround time, tenant satisfaction, and staff morale.
3. Empowered Staff Create Better Tenant Experiences
A recurring thread throughout the conference was the connection between staff's well-being and tenant experience.
When employees are overworked, under-informed, or unsupported by their systems, it shows, not just in internal burnout, but in every tenant interaction. But when staff have the tools, training, and clarity to communicate effectively, it transforms the entire operation.
That’s why we’re such big believers in specialized communication systems. At Telelink, our property management division trains agents to work directly within CRMs like Yardi, Buildium, Arcori, and more, creating smoother workflows and less pressure on internal teams.
Because when staff feel supported, tenants feel it too.
4. The Power of Proactive Communication
Another key theme was the importance of being proactive, not reactive.
Proactive communication; whether that means sending reminders for annual reviews, text alerts during maintenance work, or FAQ updates before peak seasons saves time, reduces confusion, and builds trust with tenants.
In the Housing as Health session, one speaker shared a point that stuck with us:
“We can’t do tenant engagement from our desks. It’s not about how often we visit tenants anymore, but what is accomplished during those visits.”
That message captures the heart of proactive communication. It’s about meaningful connection, not just routine outreach.
5. Continuous Improvement Is the Real Innovation
Finally, a core takeaway across multiple sessions was this: tenant-first organizations don’t wait for the perfect plan. They test, measure, and improve constantly.
Whether it’s refining a maintenance process or rethinking call response protocols, small, continuous improvements make a huge difference over time. The most forward-thinking housing providers treat feedback as fuel, not criticism, and that mindset is what keeps them agile in a changing sector.
That same mindset is something we live by at Telelink. Continuous improvement and innovation are part of our core values — we’re always turning insights into action, learning from feedback, and finding better ways to serve both our clients and their tenants. It’s how we make sure progress never stops.
Final Reflection
ONPHA 2025 reminded us that technology may shape how we work, but people shape why it matters. What truly sustains the sector isn’t automation or systems — it’s listening, empathy, and trust.
At Telelink, we’re proud to partner with housing providers who are leading this transformation, helping them strengthen communication, reduce after-hours stress, and create smoother experiences for both tenants and staff.
Because when communication works, everyone wins.
About Telelink
Telelink is Canada’s leading answering service provider for property management companies and affordable housing organizations that value strong tenant relationships. Our specialized Property Management division helps teams triage calls, manage maintenance requests, and keep communication consistent 24/7.
Want to learn more about how housing providers are improving tenant communication? Download our Maximizing Maintenance Workflows Guide