Funding Stream: SHDF Wave 2.1
Contract Value: £5,000,000
Properties: 320
Measures Installed: Solar PV, Air Source Heat Pumps (ASHP), Loft Insulation, Cavity Wall Insulation, HHRSH

Project Summary

Stonewater embarked on a large-scale retrofit programme as part of the SHDF Wave 2.1 initiative, which aimed to enhance the energy efficiency of 320 properties. The measures included Solar PV, ASHPs, Loft Insulation, Cavity Wall Insulation, and HHRSH (High Heat Retention Storage Heaters). The project was complicated by a history of disengaged residents who had previously experienced poor service from another contractor. As a result, the focus of the project had to shift towards rebuilding trust with residents, improving communication, and ensuring that the new energy systems would be well-received and effectively used.

Key Challenges & Solutions

One of the biggest challenges faced during the programme was the residents’ disengagement, stemming from their previous negative experiences with another contractor. To address this, we introduced dedicated On-Site Liaison Officers, who acted as the primary point of contact for residents throughout the retrofit process. These liaison officers played a key role in re-establishing trust and providing residents with consistent updates, answering questions, and addressing any concerns that arose. The presence of these officers was critical in fostering a positive relationship between the residents and the retrofit team.

To further build trust and engagement, we held localised resident information days and events, where residents could learn more about the proposed measures, ask questions, and receive assurances about the quality of the work. These events also allowed us to communicate the benefits of energy-saving technologies, which helped to demystify the process and reduce any anxieties residents might have had.

A specific challenge of this project was the introduction of Air Source Heat Pumps (ASHPs) as the primary heating source for many of the homes. Many residents were unfamiliar with the technology, and there were concerns about the transition from traditional heating methods to low-carbon alternatives. To address these concerns, we partnered with Vaillant to deliver comprehensive training sessions prior to the installation of the ASHPs. These sessions were designed to build residents' confidence in the new technology, explaining how the systems worked and how to operate them efficiently.

In addition to the pre-installation training, we created a detailed ASHP Handbook that was distributed to all residents. This resource provided essential information on how to use the heat pumps, maintenance tips, and answers to common questions. To ensure residents fully understood the system, we conducted follow-up visits with our technical ASHP engineers. These visits were crucial in providing hands-on training and allowing engineers to address any operational issues. In many cases, it required two to three visits per household to ensure that each resident was comfortable and confident using the new heating system.

Another key aspect of the programme was the installation of various energy efficiency measures, including Solar PV, Loft Insulation, and Cavity Wall Insulation. Managing the installation of these technologies across 320 properties required effective coordination and planning to ensure that each measure was delivered efficiently and with minimal disruption to residents. Our project management team worked closely with the client and local teams to ensure that the programme was completed on schedule and met all performance standards.

Outcome

By the end of the programme, the strategies we implemented to engage with residents had led to a significant improvement in trust and satisfaction. Residents were more comfortable with the new energy-saving technologies, and the high uptake of training sessions demonstrated their increased confidence in the systems being installed. The project was delivered successfully, meeting SHDF standards, and all retrofitted homes received the necessary long-term support to ensure the new systems would be fully operational and provide ongoing benefits to residents.