With technology advancing fast and operational pressures increasing, it’s time to reimagine how rent and lease services are delivered in community housing. 

By centering tenants, applying Lean thinking, and integrating smart automation, providers can create systems that are more efficient, responsive, and people focused. 

This session offers actionable strategies you can apply to your own processes, inspired by a real-world transformation at Ottawa Community Housing Corporation (OCHC), which set a new standard for service excellence. 

You’ll learn: 

• Tenant-first service design: How to put tenant needs at the center of rent and lease operations 

• Lean process improvement: Practical ways to simplify workflows and reduce inefficiencies 

• Smart tech integration: Balancing automation with personalized, people-centered service 

Bonus: Get a copy of the case study from OCHC to support your transformation journey.