Building positive resident engagement for retrofit success in Nottinghamshire

Introduction

There are three main sites for this project – Tuxford Road and Nicholas Place in Newark and Farnsfield Court in Mansfield. With a diverse mix of housing stock, including low-rise flats, semi-detached homes, and terraced properties built between the 1930s and 1960s, the project called for tailored solutions. In total, 25 properties gained a bespoke whole house retrofit.

Arc Partnership served as the delivery lead, with Wates as the main construction contractor. The key measures installed included external wall insulation, upgraded roof and loft insulation, triple glazing, thermally efficient external doors, smart air bricks, and enhanced mechanical ventilation.

This project has already made a real impact on the lives of the residents. Here we hear from two people involved in the project – Shirley, a local resident and Sheila, a Resident Liaison Officer.

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.”