How Tennessee boards can protect resident experience during major high-rise projects

Capital improvement projects are often discussed in technical terms: scope, inspections, contractors, budgets, sequencing and completion dates. Those details matter. But in a high-rise community, there is another factor boards cannot overlook: how residents experience the project while it is underway.

As many Tennessee communities invest in building upgrades, amenity enhancements and long-term property improvements, resident satisfaction has become an increasingly important measure of project success.
 

Why resident experience matters during Tennessee high-rise improvement projects

Residents experience major projects through everyday interactions. They notice how clearly the board communicates, whether staff members can answer questions, how elevator or amenity disruptions are managed, whether service levels remain consistent and whether the building still feels welcoming during periods of noise, access changes or visible construction activity.

In many Tennessee high-rise communities, residents are living through projects intended to modernize properties, enhance amenities and maintain long-term competitiveness. Even a well-executed project can create frustration if the resident experience is not part of the plan.

That is why resident-focused planning is becoming a more important part of capital project governance. High-rise residents expect more than a successful construction outcome. They expect professionalism, organization and communication that helps them understand what is happening and why. Boards that prioritize resident experience from the outset are often better equipped to preserve trust and confidence throughout the project lifecycle.
 

Tips for Tennessee association boards to protect resident experience during major high-rise projects

Create a communication strategy before construction begins

A resident-focused strategy begins with communication. Before construction starts, boards should establish a clear communication plan that outlines what information will be shared, how frequently updates will be provided, who will serve as the primary point of contact and where residents can access project information. The goal is not to overwhelm residents with details. The goal is to create consistency and reduce uncertainty through predictable communication.

Effective stakeholder communication can play a critical role in the success of a major capital improvement project. Through FirstService Residential's owner's representative program, available through a separate service agreement, boards can establish a structured framework for project updates and resident engagement. This may include recurring progress reports, board briefings, project meetings and resident information sessions designed to keep all parties informed as work progresses.

A proactive communication plan helps community leaders share updates on construction milestones, spending, scheduling impacts and resident access requirements before concerns escalate. For luxury high-rise associations, where homeowners often expect transparency, responsiveness and a premium resident experience, maintaining regular communication can help reduce project-related frustration, strengthen stakeholder trust and foster greater confidence in board decisions throughout the renovation process.
 

Plan for Tennessee's growing urban high-rise market

Resident experience should also play a role during design and construction planning. Procurement schedules, long-lead materials, permitting requirements, construction logistics, safety protocols and project phasing can all influence how residents experience the work.

In Tennessee's growing urban high-rise market, boards may also need to consider major downtown events, seasonal occupancy patterns and periods of increased resident activity. Boards should ask how project updates will be distributed, how onsite teams will be informed, how access restrictions will be managed and how residents will be notified when project milestones are achieved.
 

Use technology to improve communication and transparency

Technology can also help improve the resident experience. When communications, documents, construction notices and service requests are managed through centralized platforms, confusion is reduced and information is easier to access. FirstService Residential Connect™ and HODA® can support boards and management teams by providing a more organized approach to communication and transparency throughout the construction process.
 

Maintain service continuity during major projects

The second priority is maintaining service continuity. In luxury high-rise environments, front desk associates, concierge teams, maintenance staff, amenity personnel and lifestyle professionals often become important points of stability during major projects. Residents are more likely to remain patient when they feel the building remains organized, responsive and attentive to their needs.

To achieve this, onsite teams need clear communication, escalation procedures and practical information about schedules, access changes and resident accommodations.
 

Sequence construction work to reduce resident disruption

The third priority is evaluating project sequencing through the lens of resident impact. Boards must consider budget constraints, urgency, contractor availability and technical requirements.

However, they should also evaluate how construction affects everyday life.

Will work take place during periods of high occupancy? Will amenity closures significantly affect resident routines? Can project phases be adjusted to reduce disruption? How will residents with mobility, scheduling or accessibility needs be supported?

"Successful projects are planned around both the building and the resident experience. When boards carefully evaluate how construction phases will affect daily life, they can reduce disruption and maintain resident confidence throughout the process."

Amy Sanchez, president, high-rise communities at FirstService Residential

Keep residents engaged throughout the renovation process

Lifestyle and hospitality resources can help boards address these questions. Lifestyle programming, concierge services, amenity engagement strategies and resident events can help preserve a sense of community, even when portions of the property are under construction.

The goal is not to distract residents from the project. Rather, it is to demonstrate that the board remains focused on both the physical asset and the people who call the community home.
 

Monitor resident feedback and project performance

Boards should also monitor performance throughout the project. Resident feedback trends, service request activity, response times, amenity usage, recurring concerns and budget performance can provide valuable insight into how the project is affecting the community.

Benchmark reporting and operational dashboards can support more informed discussions about project performance, communication effectiveness and resident satisfaction.
 

Strong project governance supports long-term property values

For high-rise boards, the most successful projects are not simply completed. They are managed with intention. That means understanding project risks, communicating decisions effectively, coordinating resources thoughtfully and protecting the resident experience whenever possible. In communities where expectations are high, that level of discipline becomes part of the property's long-term value proposition.

Construction projects will always create some level of disruption. However, disruption does not have to create uncertainty. With the right support structure, communication strategy and planning framework, boards can navigate major projects with greater confidence and help residents view the work for what it truly is: an investment in resident satisfaction, community quality, operational excellence and long-term property value.

Contact us today to learn more about how we can support your Tennessee community or building.

This information is provided for general informational purposes only and is not intended to constitute, and should not be relied upon as, legal, regulatory, financial, or operational advice, or as a representation or guarantee of any specific services, capabilities, or outcomes. Property management needs, regulatory requirements, market conditions, and available services vary by jurisdiction, property type, and community. FirstService Residential provides services through locally based affiliates and associates, and services and results may vary by community, region, contractual terms, and applicable law.