As social landlords continue to invest in low-carbon technologies to meet net zero targets and improve the energy performance of homes, a key factor is often overlooked: ensuring tenants understand how to use these new systems effectively.
A recently published guide from Changeworks highlights the critical role that advice and tenant engagement play in the success of retrofit and decarbonisation projects. The guidance is designed to support social landlords who are either planning or already delivering low-carbon technology installations across their housing stock.
Why Tenant Advice Matters
Low-carbon technologies such as heat pumps, heat networks and other energy-efficient heating systems can deliver significant environmental and financial benefits. However, research conducted by Changeworks found that many tenants receive information that is fragmented, overly technical or sometimes contradictory, making it difficult for them to understand and operate their new systems effectively.
When residents are not fully supported, there is a risk that technologies may not perform as intended, energy savings may be reduced, and tenant satisfaction can suffer. Effective communication and advice are therefore essential to maximising both the social and environmental benefits of retrofit investment.
A Tenant-Centred Approach
The guide recommends treating energy advice as a core component of every low-carbon technology project rather than an afterthought. According to Changeworks, successful advice programmes should be:
- Timely and delivered at key stages throughout the installation process.
- Practical, focusing on how residents will use systems in their daily lives.
- Tenant-centred, reflecting individual household circumstances, concerns and motivations.
- Coordinated between landlords, installers and energy advice providers.
By adopting this approach, landlords can improve tenant confidence, encourage correct system usage and achieve better long-term outcomes from retrofit programmes.
Supporting Tenants Throughout the Retrofit Journey
A key message from the guide is that tenant support should not begin and end with installation day. Instead, advice should be provided throughout the entire customer journey, including:
Before Installation
Residents should be informed about what work will take place, why the technology is being installed and how it could benefit their home. Early engagement can help manage expectations and address any concerns before work begins.
During Installation
Clear communication throughout the installation process helps residents understand any disruption, maintain confidence in the project and prepare for operating the new technology.
After Installation
Ongoing support is vital to ensure tenants are comfortable using their new systems. Follow-up advice can help residents optimise performance, reduce energy costs and fully realise the benefits of the investment.
Wider Recommendations for the Sector
Beyond individual projects, Changeworks also highlights the need for broader industry collaboration. The guide calls for improvements in funding models, more consistent training for those involved in retrofit delivery, and stronger partnership working across organisations involved in housing decarbonisation.
These recommendations align with the wider challenges currently facing the social housing sector as organisations work to balance net zero ambitions with affordability, tenant wellbeing and long-term asset management.
The Role of Trusted Partnerships
At TIAA, we recognise that successful decarbonisation is about much more than installing technology. It requires effective project planning, resident engagement, clear communication and ongoing support to ensure lasting outcomes.
As housing providers continue their journey towards net zero, putting tenants at the centre of retrofit programmes will be crucial in achieving warmer homes, lower carbon emissions and better value from investment in low-carbon technologies.
For social landlords planning future retrofit programmes, the message is clear: technology alone is not enough. The right advice, delivered at the right time, can make all the difference.