How to deliver a great retrofit project…

…meet every customer, keep promises and dog sit if necessary!

We’re into the second year of delivering our Social Housing Decarbonisation Fund (SHDF) funded retrofit works in homes across Warwickshire, Northamptonshire and the Peak District. We’ve completed 64 homes so far and have learnt a lot along the way.

The retrofits we’re carrying out are all to improve the energy efficiency of our homes. The works include:

• replacing inefficient heating systems with air source heat pumps (ASHPs)
• installing solar panels (which have battery-powered storage)
• increasing loft insulation and cavity wall insulation.

Communication and engagement is so important

One of the key things we’ve learnt to ensure a successful retrofit, is the importance of communication and engagement with customers.  We’ve evolved how we do this over the last 14 months and now have a great process. And it’s working…100% access to homes, very happy customers, and we’ve been recognised by the Midlands Net Zero Hub (MNZH) as delivering best practice.

Adam Boam, our Tenant Liaison Officer, was invited to present to 20 housing providers at a Midlands Net Zero Hub forum about how he engages with customers. Adam told us about how he approaches engagement at every stage of a retrofit project:

“It’s a mix of things, including meeting every customer, keeping my promises and involving contractors at an early stage. It’s a big deal to have contractors come into your home for three days, so I always go above and beyond to ensure customers are happy - I’ve even looked after a customer’s dog for a couple of hours!

“It starts with reaching out to customers, to start building a relationship, as soon as we’ve identified they’re on the retrofit programme. I want them to know as soon as possible. I’m excited for them! I’ve seen the positive impact the upgrades have had on other households and want to share this.

“I then visit every customer to talk through the entire process. This gives me the chance to answer questions and offer reassurance. We’ve also developed a brochure that explains the process, and includes details about the various contractors involved and photos of what to expect when the work is taking place.

“Next is the roadshow. This is a brilliant event. We’re joined by Vaillant, our air source heat pump supplier, Aaron Services our installers and also representatives from our solar panel installers. All customers are invited and are encouraged to ‘grill the experts’. It really helps them to meet the people involved before work starts.

“Vaillant bring a demonstration trailer, complete with a functioning ASHP connected to a radiator and control panel. For customers, being able to touch, see and hear the equipment goes a long way to easing any concerns.

“And that’s all before the work even starts! Once work does start, I aim to be on site for two days of the installation. This is normally the first day, and then at the end to make sure that the customer understands how the system works and is happy with everything.

“So far, I’ve managed to keep my promise to be there at the start and end of every install – even if it’s meant spending five hours in the car and driving 250miles to visit 11 homes in one day! Or arriving at a customer’s home at 7.30am before they leave for work.”

David Pyper, Midlands Net Zero Hub’s Senior Fuel Poverty Officer said:

“It’s important to think about retrofit as something that is being done with and for people, rather than simply being done to a building. People have an emotional connection to their homes, so being clear and open in engagement makes the whole process easier for everyone. Adam’s customer engagement presentation to the Hub bought this concept to life. It was really insightful for our members, and I hope that other providers will be able to adopt some of his methods.

“Achieving access to 100% of homes, and the high customer satisfaction levels are a testament to Adam’s customer-first attitude and Midlands Rural Housing’s emphasis on engaging customers very early in the process.”

Find out more about the retrofit projects in each area:

• Warwickshire Rural Housing Association
• Northamptonshire Rural Housing Association
• Peak District Rural Housing Association

Published: 24/07/24