Public trust in redevelopment processes

𝗬𝗼𝘂𝗿 𝗧𝗲𝗻𝗱𝗲𝗿 𝗟𝗼𝗼𝗸𝘀 𝗚𝗿𝗲𝗮𝘁 𝗕𝘂𝘁 𝗪𝗵𝗼’𝘀 𝗠𝗮𝗻𝗮𝗴𝗶𝗻𝗴 𝘁𝗵𝗲 𝗪𝗵𝗮𝘁𝘀𝗔𝗽𝗽 𝗚𝗿𝗼𝘂𝗽? In most redevelopment projects, everyone focuses on documentation. Tender terms. Architect appointments. Development agreements. It’s the paperwork that gives a sense of control objective, predictable, and trackable. But that’s not where projects derail. They stall because someone sends a message in the society WhatsApp group saying, “𝗪𝗲 𝗵𝗮𝘃𝗲𝗻’𝘁 𝗵𝗲𝗮𝗿𝗱 𝗳𝗿𝗼𝗺 𝘁𝗵𝗲𝗺 𝗶𝗻 𝗮 𝘄𝗵𝗶𝗹𝗲,” and no one responds. Because one person misunderstands the FSI clause and sparks panic. Because two residents don’t feel looped in and now refuse to sign. The reality is this: In redevelopment, perception management is just as critical as project management. Most developers, consultants, and even society committees underestimate how quickly trust unravels when communication gaps emerge. Every building has a digital undercurrent the WhatsApp group, the side conversations, the rumours. These aren’t distractions. They’re the real-time pulse of the project. Ignore them, and you lose control of the narrative. Here’s what most people miss: – 𝗔 𝘁𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹𝗹𝘆 𝘀𝗼𝘂𝗻𝗱 𝘁𝗲𝗻𝗱𝗲𝗿 𝗺𝗲𝗮𝗻𝘀 𝗻𝗼𝘁𝗵𝗶𝗻𝗴 𝗶𝗳 𝗿𝗲𝘀𝗶𝗱𝗲𝗻𝘁𝘀 𝗱𝗼𝗻’𝘁 𝘂𝗻𝗱𝗲𝗿𝘀𝘁𝗮𝗻𝗱 𝘄𝗵𝗮𝘁 𝘁𝗵𝗲𝘆’𝗿𝗲 𝘀𝗶𝗴𝗻𝗶𝗻𝗴. – 𝗗𝗲𝗹𝗮𝘆𝘀 𝗳𝗲𝗲𝗹 𝗹𝗼𝗻𝗴𝗲𝗿 𝘄𝗵𝗲𝗻 𝘁𝗵𝗲𝗿𝗲’𝘀 𝗻𝗼 𝗽𝗿𝗼𝗮𝗰𝘁𝗶𝘃𝗲 𝗰𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻. – 𝗦𝗺𝗮𝗹𝗹 𝘄𝗶𝗻𝘀 𝗮𝗿𝗲 𝗳𝗼𝗿𝗴𝗼𝘁𝘁𝗲𝗻 𝗶𝗳 𝘁𝗵𝗲𝘆’𝗿𝗲 𝗻𝗼𝘁 𝗰𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗲𝗱 𝗰𝗹𝗲𝗮𝗿𝗹𝘆 𝗮𝗻𝗱 𝗰𝗼𝗻𝘀𝗶𝘀𝘁𝗲𝗻𝘁𝗹𝘆. – 𝗔𝗻𝘅𝗶𝗲𝘁𝘆 𝘀𝗽𝗿𝗲𝗮𝗱𝘀 𝗳𝗮𝘀𝘁𝗲𝗿 𝘁𝗵𝗮𝗻 𝘂𝗽𝗱𝗮𝘁𝗲𝘀 𝗶𝗳 𝘆𝗼𝘂’𝗿𝗲 𝗻𝗼𝘁 𝗼𝗻𝗲 𝘀𝘁𝗲𝗽 𝗮𝗵𝗲𝗮𝗱 𝗼𝗳 𝘀𝗲𝗻𝘁𝗶𝗺𝗲𝗻𝘁. There’s no template for this part of the work. You learn it by paying attention. By recognising that managing the project is one thing but managing how people perceive the project is what shapes the outcome. That’s the layer most people overlook. And the one that usually decides how the story ends.

Just last year, at the LSE, we debated this endlessly: Who really owns the city- the planners, the developers, or the people who live in it? (And also the importance of voices of the people) This week in Kuala Lumpur, that question leapt out of the textbook and into reality! A decision that shook Malaysia’s urban development world this week: Kuala Lumpur City Hall (DBKL) announced it will scale back public hearings- the formal sessions where residents get to object or give feedback on new projects in their neighbourhoods. For people working on community rights, sustainability, and urban planning, this is seismic. Why? Because these hearings are often the only platform where citizens can flag what no glossy master plan captures: 🔵 the traffic choke point that paralyses mornings 🔵the drain that floods every monsoon 🔵the heritage site that binds a community together DBKL argues that the city already has a “local plan” (a blueprint for growth), so fewer hearings are needed. But as MP Nik Nazmi Nik Ahmad reminded the mayor, plans are just guidelines. Cities live in the details and those details often only surface when communities speak up. Neighbouring Petaling Jaya has shown another path: developers must notify residents and hold consultations before moving forward. It’s slower, yes, but more inclusive, and ultimately more legitimate. This isn’t just a Kuala Lumpur story. From New York to Jakarta, cities everywhere are wrestling with the same tension: how to move fast on urban renewal without losing public trust. And that’s why this debate matters far beyond Malaysia. Because in the end, skyscrapers don’t make a world-class city. People’s voices do.

DBKL has adopted the position that there is no longer a general need for public hearings. Public hearings would be limited to select development projects. This was introduced through the Federal Territory of Kuala Lumpur Planning Rules 2025. DBKL has argued that there is no need for public hearings on most development orders (DOs) because Kuala Lumpur already has local plans, which were prepared with public input, which relies on several court decisions. Nevertheless, it is important to defend the space of the public to give feedback on development projects, to ensure they are truly sustainable and meet the actual needs of the community. The legal position outlined above unfortunately misses an important point: local plans, no matter how carefully drafted, cannot possibly cover every single detail or contingency on the ground... Considering previous issues such as the Bukit Kiara controversy and the on-going debate over the Urban Renewal Act, it is important for the DBKL to adopt—and hold itself—to higher standards to address the concerns of the people of our nation’s capital, which is also its premier city. All this while, the residents of the city felt that developments have been developer-centric. This is not merely an academic argument. MBPJ has found a way to ensure the public there is still heard—even without recourse to legal requirements. For instance, among other things, developers must put up signboards to inform residents of new developments and the latter are invited to consultation sessions to give their views. Local councillors chair these meetings, with elected representatives and developers present. These steps are done through administrative procedures, and are in accordance with the law, which mandates that all relevant factors must be considered before approving development... Malaysia has committed to achieving international targets like the Local Agenda 21 and the UN Sustainable Development Goals... Cutting out public input at the DO stage goes against these commitments and weakens public trust in the system... However, much-needed public support for these developments can be assured if the basic right for residents to know what’s being planned near their homes, access relevant and necessary documents, as well as give feedback—even through simple consultation sessions—are enshrined... Otherwise, residents would have to rely on legal action, which is time-consuming, complicated and expensive. This option is only available to a small group of residents. The right to public hearing would solve this dilemma. I made these points at the Dialog Bandar Raya for Setiawangsa with the Mayor of Kuala Lumpur Maimunah Mohd Sharif held on 16 August... I would again strongly urge the DBKL and the relevant authorities to give this serious consideration as part of efforts to make Kuala Lumpur a truly world-class city.

𝗪𝗵𝘆 𝗧𝗿𝗮𝗻𝘀𝗽𝗮𝗿𝗲𝗻𝗰𝘆 𝗶𝘀 𝗞𝗲𝘆 𝘁𝗼 𝗦𝘂𝗰𝗰𝗲𝘀𝘀𝗳𝘂𝗹 𝗥𝗲𝗱𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁 𝗣𝗿𝗼𝗷𝗲𝗰𝘁𝘀 Redevelopment projects can be transformative, but they often face roadblocks. So, how do you overcome them? Transparency. Let’s explore why it’s essential for building trust and ensuring smooth progress. 1. Legal Framework- Maharashtra Cooperative Societies Act, 1960 By law, societies must hold a General Body Meeting (GBM) before any major redevelopment decisions. This meeting notice should detail the redevelopment proposal, ensuring all members are well-informed. 2. Comprehensive Redevelopment Proposal Provide members with clear, detailed information about: 🔹 Developer’s experience and track record 🔹 Project scope, layout plans, and key changes 🔹 Financials: Costs, funding, and profit-sharing terms 🔹 Timelines: Estimated start and completion dates 🔹 Legal terms of the redevelopment agreement 3. Minutes of the GBM: All discussions, resolutions, and voting results must be recorded and shared with society members. 4. Open Communication Channels Go beyond the legal requirements by consistently updating members through newsletters, emails, and dedicated online portals. Proactive communication builds trust and keeps everyone informed. 5. Clarity in Financial Matters Break down the project costs and funding sources clearly, using simple, jargon-free language. Financial transparency not only fosters trust but also encourages informed decision-making 6. Member Engagement Encourage members to ask questions, raise concerns, and share feedback. Forming a redevelopment committee with members helps bridge the gap between the society and developer, ensuring everyone's voice is heard. 7. Benefits of Transparency: 🔹Trust: A transparent process builds member confidence. 🔹Fewer Disputes: Addressing concerns upfront reduces misunderstandings. 🔹Accountability: Public disclosures hold everyone involved responsible. Transparency isn’t just about legal requirements—it’s about building a foundation of trust and collaboration that ensures the success of your project. 📢 Ready to make your redevelopment project a success? Start by engaging with your members today—foster transparency, build trust, and set the stage for smooth progress! #RealEstate #SmartRedevelopment #LinkedIn

The Psychology of Public Trust: Why Public Bodies Must Go Beyond Compliance Public trust is the lifeblood of local government and other government agencies. It's the currency we trade in. Without it, the best-laid plans stall, and progress dies on the vine. With it, communities champion reform, and positive change outlives any election cycle. We're often trained to chase five-star audit reports and tick every compliance box. But our communities aren't scoring us on a checklist. They judge us on something far more human: intent, empathy, and the feeling of being genuinely heard. Here’s the hard truth: Compliance isn't confidence. The Bell, California scandal is the ultimate cautionary tale. Despite existing audits, officials misappropriated millions, proving that compliance systems alone can create a dangerous illusion of accountability. The lesson? Real trust is forged in the open. The Three Pillars of Unshakeable Trust Organisational psychology shows that trust isn't a static KPI; it’s a dynamic, relational contract. For local councils, it rests on three pillars: 🔎 Radical Transparency: Not data dumps, but the "why" behind tough decisions. It's explaining the trade-offs, not just the outcomes. ⚖️ Genuine Accountability: Owning mistakes, not burying them. It's about visible action, not just quiet apologies. 🤝 Meaningful Participation: Giving the community a real seat at the table, not just a box to tick in a consultation report. These are the signals residents look for. This is how they decide: "Is my council on my side?" Four Strategic Shifts to Build Trust 👉 Move from Informing to Involving. Stop broadcasting at your community and start a genuine dialogue with them. Ask, listen, and show you've heard. 👉Champion Internal Psychological Safety. When your staff feel safe to challenge ideas and admit errors, that courage and honesty becomes visible to the public. Trust starts from the inside out. 👉Marry Fiscal Rigour with Cultural Renewal. A healthy budget is critical, but a toxic or indifferent culture will eventually sink the ship. Credibility requires both. 👉Treat Trust as an Asset to Be Managed Daily. Trust is never "banked." It's earned in every phone call, every council meeting, and every difficult conversation. The Ultimate Imperative Trust cannot be legislated. It isn’t achieved when an audit is passed. The council in Bell, CA, eventually rebuilt its community's faith, but the scars remain. Prevention is always less costly than the cure. The ultimate strategic shift is this: Stop seeing trust as a compliance checklist. Start nurturing it as a living ecosystem. That’s how we build public institutions our communities don’t just accept, but actively believe in. #LocalGovernment #PublicTrust #CommunityEngagement #Leadership #LocalGov #Governance #PublicSector #OrganisationalPsychology