Delivering Retrofit: Why it is the best job in the world, by Andy Brown, Director of Retrofit and Capital Works.

In recent years the government has announced, what can only be described as, transformative policies to meet net zero targets in social housing. This shift has had a significant impact on the sector, but more importantly on the residents who live in these homes.

While the transition is not without its challenges, the sector has demonstrated resilience and innovation in overcoming these obstacles. By working together with our social housing clients, we can deliver warm, comfortable homes that meet the needs of modern families, support vulnerable residents, reduce energy bills and really make a difference to those communities.

However, retrofitting is more than just upgrading buildings; it requires resilience, innovation, and most importantly, meaningful resident engagement. This is why delivering retrofit is not just a job—it’s critical in leading housing transformations. And that’s why I love what I do.

Challenges in Retrofitting Social Housing

One of the most common questions clients ask me is ‘What are the biggest challenges in a retrofit programme?'. The answer is not straightforward as there are multiple hurdles to overcome.

Some of the primary challenges include securing adequate financial resources for large-scale retrofit projects, as navigating the funding landscape can be complex and cumbersome. Other challenges include the stock, as the social housing stock consists of buildings of varying ages, materials and a mixture of unforeseen structural issues, making retrofitting a bespoke and often unpredictable process. Additionally, the UK’s unpredictable and often rainy weather can delay projects, making scheduling difficult.

Whilst these challenges are significant, they can be managed with an agile approach to design and planning, because the most critical factor in the success of any retrofit programme’s success is resident engagement.

The Importance of Resident Engagement

Retrofitting projects are not just about upgrading homes; they are about improving the lives of residents be it through warmer homes or reduced bills. But without engaging residents from the outset, the benefits of retrofitting can be significantly diminished. Simply put, if residents are not on board, the project will face resistance, delays and reduced effectiveness. It is important to highlight that having anxieties and concerns about building work taking place is completely natural – it is not an exception to the rule. We must be empathetic, support every resident and carry out works with consideration to each home. These are not just properties; they are loved homes.

What is effective resident engagement?

Truly effective resident engagement goes beyond basic communication, such as a one-off letter. This is neither effective nor empathetic.

Engagement requires a comprehensive, multi-channel approach coupled with a dedicated Community Liaison team who are fully trained and knowledgeable about the planned work, potential resident concerns and relevant legislation. This ensures they are well-informed and empowered to support residents effectively.

Successful engagement includes clear communication by providing residents with consistent, transparent, and easy-to-understand information about the scope of work, timelines and expected disruptions. Multiple touchpoints should be used to engage residents through face-to-face meetings, informational events, digital updates, videos and printed materials.

Some residents may have additional needs due to age, health conditions or disabilities. Special accommodations should be made to ensure they feel secure and informed throughout the process.

Careful planning and supportive teams

While retrofit projects inevitably cause some disruption, careful planning and execution can minimise inconvenience. Strategies to reduce the impact on residents include phased work plans that stagger the work to avoid overwhelming residents with multiple disruptions at once. In cases where major work is required, offering alternative accommodations can ease the transition.

Again, having a dedicated Customer Liaison team who are readily available to address concerns in real-time helps reassure residents and resolves any issues swiftly. Ensuring residents are satisfied with the improvements and educating them on how to maximise energy savings from new installations is equally important.

It is vital we recognise that any work on a person’s home is inherently stressful. Dismissing or downplaying the inconvenience can lead to mistrust and dissatisfaction. By investing in strong resident engagement, retrofit projects can run smoothly, fostering goodwill and increasing acceptance of the necessary changes.

To put it into context, my principles towards engagement aren’t just words, they represent a steadfast focus on the customer.

The Long-Term Benefits of Retrofitting

When retrofit projects are successfully executed, they leave a lasting positive impact on both individual residents and the broader community.

Residents benefit from warmer, more comfortable homes as improved insulation, upgraded heating systems and modern energy-efficient solutions, which in turn, reduces energy bills.

Moreover, retrofit projects often include social value initiatives that supports the communities.

We are currently working with Sanctuary Housing to deliver including external wall insulation, solar photovoltaic panels, low-energy lighting and loft insulation. The collaboration has gone beyond energy efficiency improvements by actively supporting the community through various initiatives, including the Green Doctor Partnership, which provided energy efficiency workshops to help residents reduce bills, Winter Warmer Packs donations and sponsoring local community events. We’ve also used our Pathway4Life Initiative to support local schools with mock interviews, employability guidance, and career advice.  Furthermore, two local apprentices were employed, promoting long-term job opportunities.

These activities further strengthen community ties and reinforce the positive impact of retrofitting beyond just the physical improvements.

Conclusion

The journey toward net zero in social housing is challenging but immensely rewarding. While funding, logistical and structural hurdles exist, the most critical success factor remains resident engagement. By prioritising clear communication, acknowledging resident concerns and fostering community participation, retrofit projects can achieve their full potential.

When we walk away from a completed project, we don’t just leave upgraded homes, we leave behind stronger communities, warmer homes for residents and a step forward in the fight against climate change. The social housing sector should take pride in the transformative work being done.  And selfishly, I feel great pride knowing that every warm, energy-efficient home the team has delivered contributes to a better, more sustainable future for residents, and for us all. And that’s why I have the best job in the world.