LMF Team Completes Dementia Training Masterclass

At LMF, we recognise that our role extends far beyond delivering energy efficiency upgrades. Every day, our teams are welcomed into people’s homes and trusted to support customers from all walks of life. With that responsibility comes a commitment to ensure our service is not only efficient and high-quality, but also compassionate, inclusive, and understanding.

As part of this ongoing commitment, members of our team recently completed a Dementia Training Masterclass delivered by Dementia UK.

About Dementia UK

Dementia UK is a leading national charity that provides specialist dementia support for families through its network of Admiral Nurses. These highly trained professionals offer expert guidance, practical solutions, and emotional support to those affected by dementia, helping people better understand and cope with the challenges the condition can bring.

By partnering with an organisation of this calibre, we were able to ensure our training was both informative and grounded in real-life experiences.

The Training Sessions

The masterclass was delivered across two sessions with a total of 37 colleagues taking part. Attendees included a mix of senior leadership and office-based staff, with a strong focus on those who regularly engage with customers, such as project managers and project coordinators.

The sessions provided valuable insight into:

• What dementia is and how it can affect individuals differently
• The challenges people living with dementia may face in day-to-day life
• Practical techniques for communicating clearly and effectively
• How to approach conversations with empathy, patience, and understanding

Making a Difference on the Phone

For our office teams, particularly those speaking to customers daily, this training is already making a meaningful impact.

Phone conversations can sometimes be the first or only point of contact a customer has with us. Understanding how dementia can affect memory, communication, and comprehension allows our teams to adapt their approach, whether that means speaking more clearly, allowing extra time, or recognising when additional support may be needed.

These small but important adjustments help ensure every customer feels heard, respected, and supported.

Supporting Our Communities on Site

The benefits of the training also extend to our operatives working out in the community.

Entering someone’s home requires not only technical expertise but also sensitivity and awareness. The masterclass has helped our teams better recognise potential signs of dementia and respond in a way that puts customers at ease.

By adapting communication styles and taking a more considered approach, our operatives can create a safer, more comfortable experience for residents during works, particularly for those who may feel vulnerable or uncertain.

A Continued Commitment

Investing in training like this is a key part of how we continue to improve the service we provide. It reflects our wider commitment to social value and to supporting the communities we work in, not just through the upgrades we deliver, but through the way we engage with people.

At LMF, we believe that professionalism and compassion go hand in hand. The Dementia Training Masterclass is just one of the many steps we are taking to ensure our teams are equipped to deliver both.

Because ultimately, it’s not just about the work we do, it’s about the difference we make in people’s lives.