Retrofit work involves installing energy-efficient improvements in your existing home. While the work takes place, you usually don’t need to move out of your home, and you shouldn’t have to. That’s why your safety is our main priority.
We want you to feel comfortable while upgrades take place. That’s why we work safely and professionally at all times to respect your home and wellbeing. To help you feel supported, we’ll communicate clearly before, during and after the work, and you can ask questions at any time.
Who will be coming into my home?
When it’s time for retrofit work to begin, the people entering your home will be the contractors carrying out the work. All of our staff will carry ID badges, so you know exactly who they are. If they don’t show you their ID straight away, always ask to see it before letting them into your home.
Everyone working on your retrofit project will be part of our network of approved contractors. You should also be told about any visits in advance, so there should be no unexpected visitors.
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Trained and professional workers.
Everyone who is working in your home will be fully trained and qualified. Because our teams are used to working in occupied homes, they are respectful at all times and care about your safety.
As a Principal Contractor under CDM 2015, our team will manage multiple trades completing the work. It’s our job to make sure your home is safe while energy upgrades take place, so you feel comfortable and secure.
Safeguarding and resident protection.
It’s our priority to keep you safe and well-informed while retrofit work takes place. We’ll put additional support in place if you need help with communication and work with you to rearrange appointments. Our Tenant Liaison Officers are also trained in communicating with residents with dementia.
We take extra care to support vulnerable residents who may have:
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Health conditions
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Disabilities
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Language barriers
If you need additional support with communication, we can even speak with a member of your family or care team. And, for added peace of mind, every member of our delivery team is DBS checked.
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Respecting your home.
While retrofit work is taking place, our team treats your home with care and respect. We cover furniture with protective coverings, work in one room at a time where possible, and consider your routine so you can still go about your daily tasks.
At the end of each day, we tidy up all tools and materials and clean any mess or rubbish. We aim to leave your home in a safe, usable condition each evening so you can live comfortably throughout the process.
Working hours and what to expect.
Retrofit work normally takes place during working hours, usually between 8am and 5pm, Monday-Friday. If we need to start work earlier or finish later, we will always arrange it with you in advance. We don’t want to surprise you with unexpected late or out-of-hours work, so we will talk to you about any changes as soon as possible.
Before any work begins, we’ll give you an estimated timeline of how long it will take. That way, you will have a good idea of how long disruptions are likely to last so you can plan accordingly. If something doesn’t work for you, let us know as soon as possible so we can make changes to the schedule, where we can.
Raising concerns and asking questions
If you have any concerns about the retrofit work taking place in your home, you can raise concerns at any time. We’re here to answer any questions you may have at any stage of the process, and no question is too small.
We have a clear process for reporting any issues, and any concerns you have will be taken seriously. So, if you want to report a problem, please contact us at any time.
If you have difficulties communicating, a family member or carer can communicate with us on your behalf. We can also arrange a translator if English is not your first language.