Boosting Retrofit Success: Why Energy Advice Matters for Social Landlords
This webinar explored how effective advice provision can significantly improve outcomes from low carbon retrofit projects, particularly in social housing.
Drawing on recent research funded by the William Grant Foundation and decades of Changeworks’ practical experience, the session highlighted why tenant support is essential for ensuring low carbon technologies deliver on comfort, cost and carbon goals.
Why advice matters in low carbon retrofit
Low carbon technologies such as heat pumps, mechanical ventilation and solar PV can deliver substantial benefits, including reduced emissions, improved comfort and lower bills. However, their success depends heavily on how tenants interact with them. Evidence shows that welltimed, clear advice improves system performance, reduces tenant anxiety, minimises disengagement and prevents avoidable callouts. Without this support, technologies can be misunderstood, turned off, or used in ways that reduce efficiency and increase costs.
Understanding the need for advice
Changeworks’ analysis of Scottish EPC data indicates around 84,000 low carbon measures have been installed in social housing since 2008, with scope for significantly more. Up to 80% of social homes could transition to low carbon heating, and over half could host PV, highlighting a major future demand for advice and ongoing tenant engagement.
A comprehensive research programme, including a literature review, data analysis, surveys of landlords, and interviews with tenants, installers and industry bodies, showed that while advice is widely acknowledged as important, its delivery is inconsistent. Models vary depending on funding, capacity and project type, and most schemes do not require advice to be delivered as a condition of funding.
What current advice looks like
Research indicates that best practice is to deliver advice before, during and after retrofit, however advice is currently not delivered this way consistently. Social landlords typically lead delivery, supported by installers, manufacturers or independent advice organisations. Engagement methods range from face-to-face visits to printed materials, and formal monitoring and evaluation remain limited.
Key challenges include funding or capacity constraints, variable installer handovers, inconsistent or overly technical guidance, and limited tailoring to individual literacy needs, learning styles or household circumstances.
Recommendations for improving advice delivery
The research proposes a best practice timeline with actions across all stages:
Pre-installation
- Integrate advice and engagement into project design, budgets and timelines
- Plan monitoring and evaluation from the outset
- Use relatable materials such as case studies or show homes
- Clarify responsibilities around tariff changes and smart meters
During installation
- Require structured, high-quality handovers by contractors; through procurement processes and spot checks by a clerk of works
- Train staff to become “system champions” able to support basic troubleshooting
- Provide clear, concise information sheets supported by videos, visual guides and accessible formats
Post-installation
- Offer ongoing support to help embed new habits and ensure safe, efficient system use
- Provide refreshers for new tenants moving into retrofitted homes
- Follow up on tariff suitability, smart meter setup and any issues emerging over time
Wider recommendations include expanding funding models to cover advice, embedding standards within grant schemes, upskilling staff, improving collaboration between landlords, and creating shared learning spaces across the sector.
Insights from Changeworks’ advice services
Changeworks highlighted that most tenant issues after installation relate to understanding system behaviour, control settings, ventilation needs and running costs. Effective early advice prevents anxiety and high bills, reduces maintenance callouts and improves system performance.
Services such as the Green Energy Helpline and Affordable Warmth Services offer scalable models for supporting tenants, from light touch reassurance and energy use guidance to specialist advocacy for complex billing or tariff issues.
Discussion themes
Participants explored quantifying the impact of advice, the role of installers and resident liaison officers, and how community leaders can help build trust and engagement, especially among groups less likely to seek support directly.
Next steps
We are planning more webinars in the Changeworks Connects: Retrofit Realities series. In the meantime, if you’d like to discuss how these findings apply to your organisation or explore support options for upcoming projects, Changeworks is here to help.