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There is an increasing call for heritage management to decentralise and involve stakeholders outside of the sphere of governance. This research focuses on participatory conservation of heritage resources and the value of narrative in heritage conservation and tourism development. The case study is situated in the city of Makhanda, which was established in 1812 and possesses a significant number of individual built environment heritage resources and historic streetscapes. These urban features have been identified as assets to the city by various stakeholders and institutions, but they remain under threat. Utilising semi-structured interviews with owners of historic residential properties in the city, the paper argues that homeowners are an underutilised resource in the management of the historic urban fabric. The study found that homeowners held an appreciation for and identified the value of the historic features of their properties, and it argues that this appreciation can be harnessed in heritage management. Interviews revealed, however, that homeowners faced many challenges in managing and maintaining their historic properties and received little support in this regard. Citizen participation in heritage conservation was limited and a top-down approach to heritage resource management predominated. • Local built environment heritage resources linked to the character of the city. • The conservation of these heritage resources is threatened. • Residential property owners value historic buildings, but face challenges. • Property owners are not consulted, supported or empowered. • Top-down heritage management needs to shift towards citizen participation. [ABSTRACT FROM AUTHOR]