Energy Efficiency Works to your home

What is Retrofit?

Making homes warmer, healthier, and more affordable to run.

Retrofit means improving existing homes so they use less energy and are more comfortable to live in. You might hear it called energy-efficiency works or home upgrades — but really, it’s about making your home easier to heat, less likely to get damp or mouldy, and better for the planet.

These works are being delivered by Equans, in partnership with your housing provider, so you’ll always know who’s responsible at each stage.

Why is this being done to my home?

Many homes lose heat quickly through their walls, windows, or roof.

That means you can spend more money trying to keep your home warm — and still feel cold spots or drafts.

Retrofit works help solve this by:
- Keeping heat inside your home for longer
- Making your heating system work more efficiently
- Helping to reduce condensation and damp
- Creating cleaner, fresher air indoors
- Supporting our local goal to cut carbon emissions and move towards net zero.

So, while retrofit helps the environment, it’s first and foremost about you — your comfort, your bills, and your health.

What are the steps?

What happens, and who you’ll meet

We understand that having work done in your home can sometimes feel stressful or uncertain. That’s why retrofit is carried out in clear, planned stages, with open communication all the way through.

Your Resident Liaison Officer (RLO) will be your main contact from start to finish. They’ll keep you updated, explain what’s coming next, and make sure you always know who to expect at your door.

Step 1: Assessment — Understanding your home

This is the starting point, known as a Retrofit Assessment.

An assessor will visit your home to collect detailed information, including:

The type and condition of walls, windows, and roof
Your existing heating and hot-water systems
Insulation levels, including in your loft space
Any condensation, draught, or ventilation issues

They’ll take measurements and photographs and may ask a few simple questions about how you heat and ventilate your home — for example, when you open windows or use extractor fans.

Assessors will always show identification and explain what they’re doing before entering any room or space.

The assessment usually takes around 1½ – 2 hours, depending on the size and layout of your home.

Why this matters:
Every home is unique. The assessment helps us understand your property’s energy performance, so we can plan improvements that make it warmer, healthier, and more affordable to run.

Step 2: Eligibility for Retrofit Works

After the assessment, your property data and energy-performance results are reviewed by the technical team.

If your home is eligible:
You’ll receive confirmation from your Housing Provider or our retrofit team explaining that you qualify for retrofit improvements. The message will outline the next steps and confirm that your property will move on to Step 3 — Design.
If your home is not eligible:
Don’t worry — this simply means that your home already meets the required efficiency level or cannot currently receive measures under this scheme.
You’ll still receive written feedback and advice on:
- What your current energy-performance rating means
- Simple, low-cost ways to keep your home efficient
- Future opportunities if new funding becomes available

Your RLO or Housing Provider will be available to talk through this and answer any questions.
If your home becomes eligible in future, we’ll keep your details (with your consent) and get back in touch.

Step 3: Design — Planning the Improvements

Once your home has been confirmed as eligible, the information collected by the assessor is passed to the Retrofit Coordinator and Retrofit Designer (see terminology page here).

Together, they decide which improvements will make the biggest difference — for example:

Wall, loft, or floor insulation
New ventilation systems
Energy-efficient windows and doors
Upgraded heating or hot-water systems

The Retrofit Designer will create a bespoke design plan for your home, showing the measures and how they’ll be installed.

Multiple Surveys

During this stage, you may see more than one visit from surveyors or installers. These short follow-up surveys confirm details such as measurements, ventilation routes, or where new equipment will go.
This doesn’t mean anything is wrong — it’s simply part of making sure everything is planned correctly.
Your RLO will always let you know who’s coming, when, and why.

Our promise: You’ll never be left wondering who’s turning up or why. Every visit will be explained clearly in advance.

Once the design is finalised and approved, your RLO will let you know that your home is ready to move on to Step 4 — Delivery.

Step 4: Delivery — Doing the Works

This is the stage when the retrofit measures are installed.
Different trades may be involved — such as builders, electricians, heating engineers, or ventilation specialists.

During this time:

Your RLO will keep you updated and check that you’re comfortable.
The Site Manager will oversee daily activity and safety.
The Retrofit Coordinator will monitor quality to make sure all work meets energy and safety standards.

We’ll do our best to:

Minimise noise, dust, and disruption
Protect your belongings and keep your home tidy
Work around your schedule when access is needed
Provide temporary heating, kitchen, or bathroom arrangements if any part of your home is unavailable

Your part in the process:

Make sure we can easily access areas like lofts, meter cupboards, or radiators on the days of work.
Let your RLO know early if you need to change an appointment.
Follow any safety advice given by the team.

If you have questions or need extra support, just speak to your RLO — they’re there to help.

Step 5: Handover — Finishing and Explaining

When the works are complete, we’ll carry out a final check to make sure everything has been installed correctly and safely.

You’ll then have a handover visit, where we’ll:

Walk you through all the improvements made
Show you how to use any new equipment (for example, heating controls or ventilation fans)
Give you a Resident Handover Pack with manuals, contact details, and warranty information
Answer any final questions you may have

If you forget how something works later, don’t worry — just contact your RLO or housing team. We can arrange a refresher visit or phone call to go through it again.

You’ll also have the opportunity to share feedback — what went well and anything we can improve for next time.
Your views really matter and help us make the process smoother for everyone.

Terminology

Terminology

Resident Liaison Officer (RLO) – Your main contact throughout the works. They’ll keep you updated, arrange access, and help with any questions or concerns.
Retrofit Coordinator (RC) – Oversees the whole retrofit project to make sure it meets PAS standards.
Retrofit Assessor – Visits your home at the start to gather information such as insulation, heating, and ventilation details.
Retrofit Designer – Uses the assessor’s findings to design and detail the improvements to your home.
Retrofit Installer – The qualified tradespeople who carry out the physical works in your home.
Site Manager – Manages daily activity on site and ensures the work is safe, tidy, and completed to a high standard.
Pre Installation Building Inspection (PIBI) – A detailed check of your home before retrofit works begin. It identifies any issues (like damp or repairs) and makes sure the planned improvements are safe and suitable for your property.
PAS 2035 / PAS 2030 – National retrofit standards that make sure all retrofit works are assessed, designed, installed, and checked properly.
Energy Efficiency Measures (EEMs) – The improvements made to save energy, such as insulation, new windows, or ventilation systems.
Fabric First – A retrofit approach that improves your home’s structure (walls, roof, insulation, and windows) before upgrading heating or renewable systems.
Housing Provider – Your landlord, local authority, or housing association responsible for managing your home and overseeing the retrofit programme.
Handover Pack – The information you’ll receive when works are finished, including instructions for new systems, contact details, and warranties.
Energy Performance Certificate (EPC) – A rating that shows how energy efficient your home is, from A (most efficient) to G (least efficient). Retrofit works aim to improve your EPC rating.
Net Zero (NZ) – The national goal to reduce carbon emissions to as close to zero as possible, balancing what we produce with what we remove from the atmosphere. Retrofit works help achieve this.

Fact Sheets

Learn more about each measure

Your home may be eligible for a range of the following energy efficiency measures ...
click the tabs to learn more

Resident Journey

What you can expect throughout the process

We’ll look after you and keep you informed

We know that having people working in your home can be worrying. Our goal is to make the process as smooth, respectful, and comfortable as possible.
You’ll always know what’s happening, when, and why — and you’ll have support every step of the way.

Your Resident Liaison Officer (RLO) will be your main contact throughout the works. They’ll make sure you have clear information, help with any questions, and listen if something isn’t right.

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Before works start

Before the works start

Clear communication: You’ll receive written information about what’s planned for your home, what it involves, and when work is due to start.
Introductions: Your RLO will explain who will be visiting and what each person will be doing — no unexpected visitors.
Access and preparation: We’ll agree the best times to access your home and discuss any special needs, such as children, pets, or health requirements.
Help getting ready: If you need to move furniture or clear a space (for example, in your loft), we’ll give plenty of notice and advice on how to do it safely.
Reassurance: You can ask questions or raise any concerns at any time. The RLO will always listen and find a solution that works for you.

During the works

During the works

Professional conduct: All contractors carry ID and follow strict standards for cleanliness, safety, and behaviour.
Keeping things tidy: We’ll protect your belongings, tidy up after ourselves, and keep dust and noise to a minimum.
Temporary arrangements: If rooms or systems (like heating or hot water) are affected, we’ll provide suitable temporary facilities.
Regular updates: Your RLO will stay in touch to check on progress.
Flexibility: If access is difficult or you need extra time, let your RLO know — we’ll work around you.
Safety first: Our site manager and retrofit coordinator will ensure high safety and quality standards.

If you’re ever worried or unsure about what’s happening, speak to your RLO straight away — they’re there to help and support you.

After the works

After the works

Once everything is finished, we’ll check all systems are working properly.

You’ll be invited to a handover visit where we will:

Show you exactly what’s been done
Explain how to use any new systems
Give you your Resident Handover Pack
Answer any questions

We’ll also ask for your feedback — it helps shape how we deliver future works.

Our commitment:
We’ll communicate clearly, respect your home, and make sure you feel confident and comfortable throughout the process.
If something isn’t right, we’ll listen and put it right quickly.