JAMES CITY COUNTY — James City County has been recognized with a Community Impact Award for its new Housing Resource Portal, a digital platform designed to make critical housing services more accessible to residents.
Housing Program Administrator Keith Denny said the honor affirms the portal’s value and the impact it has already made in the community.
“It’s a validation that the portal is actually of value and is doing what we intended for it to do, providing a service,” Denny said.
Launched in 2024, the portal was developed to address long-standing accessibility challenges faced by low- to moderate-income residents. Many households face barriers such as transportation, fuel costs, childcare, and the risk of losing wages if they must visit the Housing office during work hours.
The shift to an online system has proven significant. The portal logged more than 1,000 requests in its first year, and quarterly web analytics show steady increases in usage. Denny said visits to voucher-related program pages rose from 822 in the first quarter of 2025 to 1,306 by the fourth quarter. Traffic to income-based rental listings grew from 574 to 1,682 during the same period.
“That kind of increase shows how valuable the tool is,” Denny said. “Having that many people physically come into our office for the same information would be a tremendous burden. This makes it easier and far more accessible.”
Through the platform, residents can review eligibility requirements, apply for programs, schedule counseling appointments and connect with caseworkers online. For services such as emergency home repairs or financial counseling, the portal allows residents to self-assess whether they qualify before submitting applications.
The Housing Resource Portal was one of the key recommendations from the county’s 2019 Workforce Housing Task Force study, which evaluated local housing conditions and access gaps. The portal also includes links to outside organizations, such as United Way, Salvation Army and local food pantries, giving residents a centralized directory of regional resources, providing access to help across jurisdictions.
Denny said the portal has had internal benefits as well, including a noticeable reduction in phone calls, emails and walk-in visits. That has freed staff to spend more one-on-one time with residents who prefer in-person assistance.
“It enhances the services for those who choose to come into the office,” he said. “Some people would rather meet with a specialist, and now our staff can give them more personalized time.”
The county plans to continue expanding the portal by adding more forms, resources and program updates. As more residents begin using it, Denny said many are also recommending it to friends and neighbors seeking assistance.
The Community Impact Award, he added, is recognition not only of the portal’s design but of its growing role in improving access to housing services in James City County.
