Resident Engagement in Retrofit

To achieve the UK’s Net Zero goal, 29 million homes will need retrofitting before 2050, according to the UK Green Building Council. This monumental task isn’t just about upgrading buildings; it’s about engaging the people who live in them. Resident engagement is crucial to ensuring that residents are actively involved and included throughout all phases of the retrofitting process to ensure success.

In this blog, you’ll learn:

• Why resident engagement is essential for successful retrofits
• Strategies for effective and inclusive engagement
• How data-driven insights can improve outcomes
• Our proven approach to achieving high engagement success rates

Why is Resident Engagement in Retrofit Important?

Resident engagement is key into ensuring that assessment, coordination and delivery are successful. When residents are involved in the retrofit process, successful engagement leads to higher success rates in assessments and more comprehensive retrofit design strategies that address tenant needs more effectively.

But how do we make resident engagement truly impactful? Thoughtful and well-planned engagement requires organisation and collaboration. We partner with housing associations and delivery partners, including Hyde, Bromford, Anchor and Ridge and Partners, to deliver long-standing and successful resident engagement in our projects. 

Resident Engagement Is Often Overlooked – But Why?

Despite its critical role in retrofit projects, resident engagement is often undervalued or treated as an afterthought. While technical solutions, funding deadlines, and energy efficiency targets are essential, focusing too heavily on these aspects can lead to sidelining the people most affected by the changes. 

This lack of prioritisation can result in misunderstandings, resistance to retrofit measures, or poorly implemented solutions that fail to address residents’ needs. Failing to prioritise engagement not only risks the success of retrofit efforts but also misses a key opportunity to build trust, address tenant concerns, and foster a shared sense of purpose in achieving Net Zero goals.

Crafting Effective Engagement Strategies 

We focus on resident engagement projects that follow clear steps with objective goals. Our key considerations when planning a resident engagement programme include:

1. Who Are You Engaging With?
   Understanding the demographics is crucial. Are you working in an elderly community with residents who may have accessibility needs? Or in an area with a large proportion of families living in fuel poverty? Tailoring the approach to the community ensures relevance and impact.
2. What Are You Engaging Them On?
   Identify the community’s priorities. What do they feel are the biggest issues with their homes? Are they concerned about drafts, rising energy bills, or outdated heating systems? Knowing and addressing their pain points helps design engagement that resonates.
3. What Is Your Timeframe?
   Retrofit projects often align with funding deadlines. What are the deadlines for each stage? Clear timelines ensure that engagement efforts are focused and efficient, allowing assessments, coordination, and design to progress smoothly.
4. How Will You Measure Engagement?
   Is this the number of successful assessments that take place, or the number of attendees at an engagement event? These figures can give you a better idea on how engaged the community is and provide insights into the effectiveness of your strategy. 
5. What Does Success Look Like for This Project?
   Success is different for each project. Is it achieving an EPC C rating for all properties? Installing specific measures like air source heat pumps, internal wall insulation or solar panels? Success can also be regarded as a fully engaged community or the final outcome of warmer homes that improve residents’ quality of life. 

Optimising Communication and Resident Engagement Efficiency

We prioritise making the resident engagement process not only cost-effective, but also efficient and effective. By using archetype assessments and combining assessment and testing services, we aim to minimise costs and disruption while ensuring high engagement levels. Our impressive entry success rate of 85% demonstrates our ability to effectively connect with residents and streamline the process. Our commitment to resident satisfaction is also evident in our Google review ratings, showcasing positive experiences from those we’ve worked with.

Our success is built on a structured and thoughtful communication process. We make up to three calls, send three texts, and send three emails to ensure contact is made. If requested, we also send letters – often as the first communication to build trust and credibility. We aim to make the booking process as convenient as possible for residents, considering any special needs or concerns they may have. This empathetic approach – factoring in accessibility, language preferences, and potential disruptions to their daily routine – helps ensure a smoother engagement process.

To summarise, our well-organised process includes:

• Up to three calls, three texts, and three emails to ensure contact is made.
• Letters sent upon request to meet communication preferences.
• Tailored booking processes, including reminders via preferred channels (e.g., landline, email, or letter).
• Thoughtful considerations, such as addressing accessibility needs or minimising disruptions, ensuring a seamless engagement experience.

Leveraging Data for Better Engagement

Building on the strategies outlined above, data on tenant demographics plays a critical role in shaping effective resident engagement strategies. By understanding who your tenants are, you can tailor your approach to address their unique needs and priorities.

Just as every dwelling is unique, so is every resident. The most successful retrofit projects, which deliver sustainable and comfortable homes, prioritise resident engagement and encourage individuals to take an active role in transforming their homes.

Tegan Peach, Operations Coordinator at Building Energy Experts

For instance, single parents, who represent a significant proportion of households in fuel poverty, may respond better to communications focusing on reducing energy bills and improving thermal comfort. Similarly, communities with specific needs, such as accessibility accommodations or language support, can be better served through customised communication and resources. 

One such instance was a project with Ridge and Partners in London, where the majority of the tenants in the community primarily spoke Turkish. Recognising this, we adapted our approach by providing all written communications in Turkish and collaborating with a local community liaison to bridge cultural and language gaps. This adjustment not only improved engagement but also built trust, contributing to the project’s success.

By leveraging data-driven insights, we can prioritise actions that make the most meaningful impact, ensuring that resident engagement remains a central priority throughout our sections of the retrofit process.

Final Thoughts

Resident engagement is about more than just ticking boxes – it’s about empowering communities to actively participate in the sustainability journey. Thoughtful engagement leads to retrofits that work for people, not just properties, delivering homes that are energy-efficient, comfortable, and aligned with resident needs. By fostering this ongoing relationship, we ensure that retrofits not only meet immediate goals but also contribute to long-term, sustainable communities.