Every 2-3 years NHA collects valuable insight from our residents that we use to do a “health check” of the organization.

In short, we want to ensure that as we grow, as things change, we continue to honour our values and show up in the best possible way for our current – and future – residents.

The results are usually very positive, but there are always a few areas of improvement. Staff use this information in the coming months and years to make strategic changes to the operations of the organization, create their work plans, and grow the organization in line with our values - which include resident well-being at the forefront.

Finding #1: In general, residents are very satisfied with Norfolk

Norfolk residents are more satisfied with their homes and neighbourhood than the average Canadian, homeowners included (source: StatCan). Resident satisfaction across most areas (e.g. staff, maintenance, building security) ranges from 77% to 94% and satisfaction rates between subsidized and non-subsidized residents are very close in most areas.

In most areas, NHA felt really proud to receive messages encouraging us to essentially, “keep doing what you’re doing”.

“Living with Norfolk has impacted my life tremendously in the best ways, it's given me the chance to stop existing in survival mode, I'm truly beginning to live my life now. My home is my (beautiful) little oasis, it's safe and affordable-- I'm extremely grateful for Norfolk.”

Finding #2: Summer heat continues to be a big concern

Owing to the age of our buildings, the cost of massive retrofits and upgrades, and ongoing climate events, residents have become increasingly concerned with their home’s ability to maintain a comfortable temperature in summer.

With many 30C+ summer days each year, summer heat continues to impact residents’ health and comfort. Looking to figure out a solution, NHA applied for and received a Greener Affordable Homes grant in 2024 to look at buildings’ energy efficiency and what renovations could reduce emissions while improving resident comfort. We are currently reviewing the consultants’ technical reports and getting a second opinion about our options.

This project has unfortunately taken a lot longer than expected to complete but we have hopes that a solution will be sorted out before summer 2026. Given the age of our buildings, some of the “normal” solutions are not viable options but we are working closely with residents on short and long term options that can help.

Finding #3: Accessibility is a significant concern for residents

Only 51% of residents were satisfied with their home’s level of accessibility for someone with a physical limitation.

Residents at walk-up buildings are, understandably, less satisfied with accessibility than residents in buildings with elevators. Interestingly, residents with disabilities (57%) were more satisfied with accessibility than residents without disabilities (49%).

We are already taking steps to chat with residents at our quarterly Community Advisory Group meetings about what potential retrofits in their units could be helpful to them, and the team is discussing what else might be done.

“Living at Norfolk has given me the safety and security of quality and affordable housing. Just as valuable to me has been the social network I have developed and that makes me successful in dealing with mental health issues. The staff at Norfolk have been so understanding and kind. The garden space has really been a great communication space for all residents and we have found connections and the comfort in asking for help from the people we know a little bit better.”

Finding #4: In two of our buildings, residents are less satisfied than average with physical unit conditions and building security

Residents at two of our buildings report much less overall satisfaction with their unit’s condition and building security than in the other four NHA buildings.

In both instances, these buildings have the highest average length of tenancy of all Norfolk buildings (12.6 and 8 years); other buildings are 4-7 years). Unit upgrades are typically done only when a resident moves out, given how disruptive they are, but we also use our annual suite inspections to plan for upgrades for long-term residents. Upgrades are made on the basis of necessity, functionality, and beauty – in that order.

At our rowhouse complex near the Sunnyside train station, security is a long-standing concern; after the 2022 resident survey, additional lighting and other upgrades were completed in response to concerns.

Staff will hold a meeting with residents to discuss ongoing security issues and potential solutions within our control and continue to work with neighbours and the City around overall safety and security in the area.

Finding #5: Residents report improved health and community connection but also increased financial stress

Residents’ health, mental health, sense of neighbourhood safety, and sense of belonging have improved since 2023:

21% reported Fair or Poor overall health (2023: 43%)

27% reported Fair or Poor mental health (2023: 47%)

74% said they feel Very or Reasonably Safe walking alone in their area after dark (2023: 47%)

80% described their sense of belonging as Very or Somewhat Strong (2023: 53%)

23% said they knew no one in their building well enough to ask for a favour (2023: 34%)

The above improvements seem, at least partly, because of wellness and related programming we introduced after our 2023 Wellness Study. Note: some 2023 questions were worded slightly differently, and self-perceptions of health were also deeply complicated following the pandemic.

Given the rising cost of living, many residents also reported increased financial stress:

Supporting residents’ long-term wellbeing remains a key priority for NHA. We will continue to implement the recommendations from the 2023 Wellness Study, increase opportunities for residents to earn Calgary Dollars (which they can use to pay some portion of their rent), and include additional communications for residents about available rent assistance (eg: from the Government of Alberta).

“I've lived with Norfolk for just over three years now, just a few months after moving to Calgary from out of the province, and it's made my experience of the city so much better than I thought. Its location has made it easy for me to get to and from school and work and stay connected with friends and other social groups. The staff are always friendly and care and it makes me feel less like I'm living alone in the big city, even though I am. Plus, the cost has made it easier to weather the changes in housing prices over the last few years, the rising cost of living, and job loss.”

Finding #6: Residents feel Norfolk offers many good participation opportunities, but some face barriers or need more information

We asked residents what Norfolk can do to better support their participation in the organization and if they face any barriers. Residents suggested later meeting/event times and more information-sharing on participation opportunities. Some residents said their health/disability prevents them from participating, suggesting a need for more accessible options.

To address these concerns, we have already implemented several changes, including moving the Community Advisory Group (CAG) meetings to a later weekday time, and hosting them as a hybrid in-person and online. Staff will also work to introduce CAG meeting attendance incentives to increase attendance and maintain a balance of perspectives at the meetings.

We will also be working to share information about volunteer and engagement opportunities more frequently and exploring accessible opportunities.

Finding #7: Residents see both benefits and risks with growth

Residents were asked to share their hopes, concerns, and suggestions regarding Norfolk’s growth and how to ensure they continue to feel heard and valued. Overall, residents support Norfolk growing to serve more Calgarians — seeing it as an opportunity to increase access to affordable, safe, community-oriented housing in desirable, amenity-rich areas. Many also noted the potential benefits of growth in terms of improved amenities, programming, housing options, and community connection.

At the same time, residents highlighted important risks to be mindful of as we grow: potential loss of affordability, reduced staff responsiveness and personal connection, declining maintenance and quality in existing buildings, and a diluted sense of community.

Residents emphasized the importance of maintaining strong communication, continuing to seek and act on resident feedback, preserving staff accessibility and responsiveness, and protecting Norfolk’s core values and community feel.

The above context is being actively considered in the final analysis and recommendations for the scaling strategy, ensuring that resident voices and priorities are reflected in where and how Norfolk grows.

“Norfolk gave my family a stable home and community which allowed my family to stay together in Calgary while we were completing university, going through immigration processes, and starting our careers. Receiving subsidized rent allowed for elbow room in our lives to make all of this happen, and now we are happy to be on market rent and give back. We have decided this is our home for as long as we are in Calgary."

A big thank you to all of the residents who took part in our survey! These – and many other valuable findings – help us ensure that our community is one we can all continue to be proud of building together.

Key Findings of our 2025 Resident Survey and What They Mean for NHA