Blog: Bridging the gap between technical installation and resident confidence

Blog: Bridging the gap between technical installation and resident confidence 

Following work on our ‘Warming Communities’ project, our Project Development Co-ordinator Sophie Burr shares our learnings of engaging different types of clients.  

Supporting marginalised clients 

Our ‘Warming Communities’ project champions advice and service delivery that reaches some of the most vulnerable and marginalised clients in the energy market. These households are systemically not served within existing structures of the regulatory, supplier and charitable sectors. They are reached through working together with trusted partners and co-development of bespoke programmes which seek to bring down barriers to engagement and success. 

Historically and currently, we have supported groups struggling against various barriers. These include digital exclusion; refugees and asylum seekers; non-gas and rural communities; English as a second language; Gypsy, Roma and Traveller communities; those medically dependent on electricity; and many more groups requiring targeted interventions, both through our local and national work.  

Partnership with Cambridge City Council 

Our work in partnership with Cambridge City Council focused on supporting the transition to new technologies for vulnerable households after they had retrofit works. We worked with clients who had air source heat pumps (ASHPs); solar PV systems; smart meters; Sunamp thermal storage; Economy 7 and time-of-use tariffs; Smart Export Guarantee (SEG) applications; and heating control optimisation retrofit measures.  

A key element of the project has been bridging the gap between technical installation and resident confidence. While households received major energy efficiency improvements, many residents required ongoing practical support to understand and use the systems effectively. 

We supported one client who needed help to resolve supplier billing issues and establishing SEG payments following retrofit works. Support included three-way calls with the supplier, account resolution, export payment confirmation, and reassurance around system concerns. Our team was able to resolve historic billing issues, activate export payments and reduce the residents’ stress and uncertainty.  

Another householder who we helped had undergone significant retrofit works, including solar PV and heating upgrades. Analysis identified a high proportion of electricity usage occurring during daytime peak-rate periods despite access to Economy 7 tariffs. We worked with them to identify opportunities for significant bill reduction and helped them improve their understanding of tariff structures 

Strong partnership working has been central to delivery, including collaboration with Cambridge City Council officers, contractors, energy suppliers and support services. The project has demonstrated the value of combining technical retrofit investment with ongoing resident engagement, behavioural support and practical aftercare. 

Retrofit and resident-focused support 

The project highlights the importance of embedding resident support into retrofit delivery from the outset. Vulnerable households often require longer-term guidance and reassurance to fully benefit from installed technologies. Simple interventions such as explaining controls, setting timers, optimising tariffs and supporting supplier communication can have significant impacts on affordability and resident confidence. 

The Warming Communities Project has demonstrated the importance of combining retrofit investment with resident-focused support. The work undertaken has helped resident confidence, reduced their anxiety, enabled access to financial benefits, resolved supplier issues and enabled better understanding of the technologies installed in their homes. The project demonstrates that retrofit success is not solely about installation quality, but also about ensuring residents feel informed, supported and empowered to use new systems effectively. 

Key themes emerging across the project: 

• Retrofit success depends heavily on resident understanding and confidence.
• Many residents required post-installation support to optimise systems and tariffs.
• Economy 7 and time-of-use tariffs were often underutilised.
• Vulnerable residents experienced significant stress linked to retrofit disruption and rising energy costs.
• Behavioural guidance and practical demonstrations significantly improved outcomes.