Investing in resident services for long-term impact

Safe, stable and affordable housing is the foundation for a secure future. However, a physical structure is only the beginning — true stability can be fostered from the inside-out through dedicated resident services and wrap-around support.

These programs are designed to bolster wellbeing directly within the housing community. Typically delivered by specialized staff and a network of community partners, resident services provide essential resources such as financial literacy counseling, health screenings and wellness programs, youth activities and educational support and community engagement initiatives.

To quantify the impact of these services, the Capital One Insights Center partnered with Stewards of Affordable Housing for the Future (SAHF) to embark on a multi-year analysis that explores the business and community benefits of resident services and how they serve as a catalyst for success.

SAHF’s The Case for Resident Services report demonstrates that resident services are a powerful catalyst for housing stability, financial health and overall wellness. By analyzing SAHF member data, the study reveals that properties with on-site resident services experience significantly lower rent arrears, proving that consistent support can create a tangible stabilizing effect for residents. The economic benefits are equally clear, as residents living in service-enriched affordable housing properties saw a 5 percent increase in labor force participation between 2023-2024 — outpacing those without services by four percentage points. Beyond finances, these programs also effectively bridge gaps in healthcare access and food security, with significant improvements occurring among residents with higher baseline unemployment or instability risk. 

The findings, further detailed in SAHF’s The Impact of Resident Services on Property Financial Performance report, also highlight the long-term value of resident services for affordable housing property performance. Notably, properties offering resident services generate 26 percent higher net operating income than those without, translating to nearly $1,200 in additional income per unit annually – revenue that can be reinvested back into the property to ensure its continued safety and maintenance. 

The value of resident services has never been clearer, and these insights underscore the importance of demonstrating how these support programs can act as a cornerstone of housing stability, ensuring that high-quality, resident-center homes remain sustainable for the long-term.

In alignment with these findings, Capital One is leveraging its $265 billion Community Benefits Plan to commit $25 million in philanthropic capital towards resident services and predevelopment work. This initiative expands upon Capital One’s history of collaboration with community partners to advance affordable housing with wrap-around services for residents.

Through the Capital One Insights Center’s partnership with SAHF, we are advancing evidence-based insights that can guide affordable housing providers, lenders, investors and policymakers in promoting safe, stable affordable housing for all. Explore the research at sahfnet.org.