Building positive resident engagement for retrofit success in Nottinghamshire

A warmer home for Shirley

Shirley, a lay minister in her community, has lived in her home for 21 years. She welcomed the retrofit project and was keen to see the improvements take shape.

The improvements, which were all completed by September 2022, included external wall insulation, triple glazing and new doors. And Shirley felt the benefits straight away: “The triple glazing made a difference immediately, and the insulation also made an immediate difference once it was finished.”

Shirley wasn’t worried about the building works: “It’s not a difficulty; I can see the practicality of it. It’s about making sure your home is alright.” But having a positive and close two-way relationship with her Retrofit Liaison Officer was vital to getting through the works, and she was very pleased to have Shelia supporting her. “It’s very important to have somebody like Sheila to relate to and talk to.”

Shirley would recommend it to anyone considering similar improvements, saying very clearly: “I would say I’m a damn sight warmer!” In fact, she was so thrilled with the work that she gave the team some of her homemade jam!

Supporting residents every step of the way

Sheila has worked as a Resident Liaison Officer for over 20 years and joined Wates specifically for this project. With her wealth of experience, she knew she could make a difference. 

Sheila’s role is all about building strong relationships – not just with tenants but also with everyone in the project team. She’s done that incredibly well, saying, “We get on absolutely brilliantly!”

Working closely with residents can be both meaningful and fulfilling. Sheila recognises that her role calls for patience and empathy to ensure residents feel safe, supported and well informed every step of the way. Beyond managing the practical details, she is also a compassionate listener, taking the time to understand residents' concerns and experiences.

“I just like having that friendly relationship. I’m there to listen to the moans and the groans, but that’s part of the job! We come together, sharing experiences, advice, and a chat.”

As the project concluded, she reflected on the unexpected side of the job – the chocolates, flowers, cards that she didn’t expect but really appreciated. And when it comes to new Resident Liaison Officers, she has some great advice: “Just be yourself – it’s about building relationships.”

Successful resident engagement with RISE

Clear communications are a critical part of building trust and forming strong relationships. However, the installation of retrofit measures can be a complex process, with terminology that could often be considered ‘jargon’. This can create a barrier for people who are not familiar with the industry. 

To help you to explain retrofit to residents, RISE has created an online Masterclass: The Importance of Language in Retrofit, taking place on Thursday 13 November, 1-2pm. It will run through the different measures that are installed in homes, and how to use language and communications tools to describe them in a way that helps residents to understand them. 

You can also attend the Masterclass: Developing a communications and engagement plan, on Friday 14 November, 12-1pm to help you to identify project stakeholders and create a plan with tools and tactics to engage them.

Resident engagement is central to the success of any retrofit project - it is critical to gain resident agreement to progress with installations, and to ensure that they feel the full benefits of any measures that are installed. To strengthen your resident engagement process, complete RISE’s Resident Centred Retrofit Bootcamp. In one day it runs through customer journey mapping, tools for engagement and a guide to developing a solid resident engagement strategy. The next one is taking place in Solihull on the 24 November. You will also gain a CPD certificate to support your professional development.

If you prefer to learn through written materials, RISE has created the supply chain advice pack: Resident Engagement. It outlines why it’s important for contractors to engage residents; the potential disruptions and impact of retrofit that should be considered at different stages. It also outlines the role of a Retrofit Liaison Officer and why they are so important for the customer during their retrofit journey.

For Housing Providers and Local Authorities, there’s a specific toolkit on building a Resident Engagement strategy to make sure that it is considered at every stage of the retrofit project process, and to ensure that the Retrofit Liaison Team is in place.

The power of collaboration

The 119 Nottinghamshire project highlights the power of collaboration in improving energy efficiency. Through tailored solutions and strong resident support, it has created warmer homes and lasting benefits for residents and the environment.