Resident engagement as the key to successful retrofits

[edit] Communicating from start to finish

Retrofitting homes to make them warmer and cheaper to run is at the heart of the UK Government's Warm Homes plan, which aims to lift more than one million households out of fuel poverty by 2030. From wall insulation and low carbon heating to solar panels and new windows, these measures can transform living conditions, especially for vulnerable people, while also helping the UK meet its net zero targets.

But retrofit can be inherently disruptive, and without residents fully on board, even the best-planned projects can struggle. That's why resident engagement is a non-negotiable part of a successful retrofit.

The requirements go further for any government-funded retrofit programme. Projects receiving Warm Homes support must comply with PAS 2035, the standard that requires contractors to put resident wellbeing at the heart of planning and delivery throughout the duration of the project. Social landlords must also consult leaseholders under Section 20 legislation.

[edit] Retrofit is about people, not just buildings

People have an emotional connection to their homes, and when they are undergoing often significant, structural changes, it can be, at best, challenging, and sometimes even upsetting. For social housing tenants especially, there is an added challenge - the sense of losing control over major decisions affecting their homes and lives.

Clear, open communication from the very start of a retrofit project, before decisions have been made on what measures to deliver, helps the whole process feel easier for everyone, reducing the fear of the unknown and the feeling of a lack of agency amongst residents. That in turn means people are generally more supportive; they've been part of the decision-making and feel like they have some control.

Residents are also a vital source of information; they know about draughts, damp, inefficient heating, and how their homes really work day-to-day. This insight can genuinely improve project design and delivery, and ultimately success of the project.

[edit] The ladder of engagement

Not all engagement is created equal. The Ladder of Engagement model (widely used in health and social care) shows different levels of participation, from simply informing residents to devolving decision-making into their hands. Engagement at any level adds value, but the further along the ladder you go, the more meaningful it becomes for everyone involved.

The levels range from:

• Informing – providing balanced information to help residents understand the project
• Consulting – gathering feedback on options
• Involving – working with residents so their concerns and aspirations are understood
• Collaborating – partnering with residents on decisions and solutions
• Devolving – placing decision-making in the hands of residents and communities.

[edit] Success starts early

To get resident engagement right, you need a clear plan from day one. Develop objectives, identify your audiences and their needs, confirm key messages, and specify engagement methods. Include a realistic resource plan covering who's involved, from internal teams to contractors, plus budget for both financial and time costs.

Start engaging as early as possible to build trust and stay ahead of rumours. Think about what you're offering residents. Not everyone will welcome retrofit immediately, so consider different ways to communicate benefits and break down the barriers.

Working with trusted intermediaries like resident champions who can bridge the gap between tenants and project teams can be a game-changer, as can holding meetings in accessible locations at convenient times—community centres, coffee mornings, or informal gatherings work well.

[edit] The job doesn't end at handover

Beyond the installation phase, residents also need to understand what retrofit work means for how they live in their home long-term. For example, they must be able to use new systems such as heat pumps or ventilation correctly to feel the benefits in comfort, health and wellbeing, and for the new technologies to actually achieve the predicted carbon savings. This can require a significant change in people’s behaviour and habits, so an approach that combines education, support and some hand holding in the early days is really important.

Real change happens when residents feel confident using their new systems. Tailored, face-to-face advice at handover should be followed up with clear written materials, videos, and ongoing support. Training local community members as resident champions can provide extra support in familiar, trusted ways.

The goal is simple: give residents the tools they need to live more comfortably and efficiently, long after the work is complete.

[edit] Further resources

Retrofit Information, Support and Expertise (RISE) offers training, guidance and resources to help social housing providers, local authorities and their supply chains plan and deliver successful domestic retrofit programmes.

This article appears on the CIOB news and blog site as "Resident engagement key to successful retrofits" and was written by Claire Brown (pictured inset top) Senior Consultant, Turner & Townsend dated 20 January 2026.

--CIOB

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