In the housing sector, where emotions often run high, emotional intelligence (EI) is an essential skill for any customer-facing role. Residents’ needs are complex, and frontline staff frequently find themselves managing both practical and emotional challenges in real-time. Without EI, we risk creating frustration on both sides of the conversation—residents feel unheard, and staff face burnout. It’s time to consider how embedding emotional intelligence into every level of our customer service operations can enhance satisfaction, improve efficiency, and ultimately deliver on our promises.