Adam Thompson, Director at Homes NSW, says you can’t bulldoze through Australia’s housing crisis—you need people at the heart of every decision.

Homes aren’t just buildings. They hold memories, connections, and shape entire communities. That’s why listening to those in social housing is central to his work.

Adam’s a proud “social housing kid” and stays connected to his roots—he knows firsthand how often tenants don’t feel heard, and he wants to shift that.

True engagement isn’t just a box-ticking exercise or defensively keeping “future complaints” at bay. It’s about actually learning from lived experience and letting it shape policy.

He insists that if you’re not honestly seeking input, don’t call it “engagement.” Call it consultation or a briefing—communities deserve clarity and honesty.

Building trust is about “yarn at the front, business at the back”: have real conversations before getting down to the practicalities. Genuine relationships make all the difference.

One-size-fits-all approaches don’t work. Every community is unique, so how you engage should fit their local needs. Sometimes it’s big town halls, sometimes it’s small group conversations.

Engagement helps people see their ideas brought to life, whether via improved services, safer design, or simply being listened to. That pride and ownership are real.

Leaders need to front up, communicate clearly, and handle tough conversations with conviction and authenticity. Trust comes from consistency and genuine care—not spin.

Homes NSW is embedding tenant involvement at all levels, investing in participation teams, and making engagement a sustained presence, not just a reaction to complaints.

Being honest about what’s possible, learning from Aboriginal engagement principles, and owning both wins and failures are all part of how real change happens.

At the end of the day, Adam reminds us: it’s not just about homes, it’s about people, memories, and the fabric of communities. That’s what real progress looks like.

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