When retrofit energy improvements are taking place in your home, it’s natural to feel nervous. Whether it’s the work itself or having strangers come into your home that makes you uncomfortable, it’s okay if you want extra support.
Whatever your needs are, we will work alongside you to offer the right support so you can feel comfortable and confident as the work takes place. From the moment you first hear about the retrofit work until it is complete, we’ll offer help and support every step of the way.
Who this support is for.
Support is available for any residents who need it, and you never need to justify asking for help. We will work with you to make sure you feel safe, supported and secure about the retrofit work. After all, it's taking place in your home, so you need to feel comfortable with the process.
You might benefit from additional support if you:
- Are elderly
- Have disabilities
- Have physical or mental health conditions
- Feel anxious about work taking place in your home
- Have difficulty understanding English
- Need extra help understanding the process
You don't need to meet any of the above criteria to get additional support. If you feel like you need support throughout your retrofit work, all you need to do is ask us.
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How we support you.
Support through retrofit can be tailored to suit whatever you need. So we can provide you with the best help throughout the work, you should contact us as soon as possible to discuss any concerns or ask for more help.
Additional support could include:
- Flexible appointments
- Clear explanations before work begins
- Support from Tenant Liaison Officers
- Language and communication support
- Ongoing support throughout the work
By making arrangements before the work begins, we can make sure we have the right teams and appropriate help in place to meet your needs. We'll discuss what each type of support could involve below.
Flexible appointments.
We understand that appointment times might not be suitable for everyone. We will need to arrange appointments for an initial home assessment and then make a plan for work to begin. However, appointment times can be adjusted. Just let us know as early as you can, and we will do our best to accommodate you.
We will always try to rearrange appointments around:
- Medical needs
- Carer schedules
- Personal routines
- Job commitments
By working with you, we can try to adapt to your schedule and make the planning process as stress-free as possible.
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Clear explanations before work begins.
If you need more help understanding the retrofit work, we can arrange a call, or you can ask questions during your home assessment. We’ll explain what the work involves and how it will benefit you clearly, and take as much time as we need to answer your questions.
We’ll tell you exactly what to expect before the work begins, so nothing should come as a surprise.
We want you to feel reassured and confident in your retrofit improvements, so we’ll do everything we can to help you.
Support from Tenant Liaison Officers.
We have a dedicated team of Tenant Liaison Officers (TLOs) who act as your main point of contact throughout the whole process.
TLOs are a familiar point of contact while retrofit work takes place. They are responsible for:
- Explaining the process
- Providing updates
- Helping you with any concerns
- Offering reassurance and support
Having a dedicated TLO team means you always have a familiar point of contact throughout the process.
Language and communication support.
If English is not your first language or you need additional help communicating, we can arrange language and communication support. We want everyone to understand the retrofit work and feel comfortable with what is happening in your home. That's why we want to communicate with you in a way that suits you.
We can make the following arrangements if you need language or communication support:
- Translators can be arranged if needed
- Information can be explained clearly and patiently
- Option to involve family members or carers
- Communication adapted to your needs
Whether you need a translator, would prefer us to communicate with a family member or need information in a different format, we'll always try to accommodate your needs.
Support during the work.
Support doesn’t end when the work begins. We will continue to communicate with you and offer as much support as we can throughout the process. We can do regular check-ins and make adjustments to the work schedule if needed or if your circumstances change.
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How to request support
If you think you might need some support with communication through the retrofit project, contact us at any time. It is always best to contact your TLO as soon as possible to let us know what support you need.
All requests are handled with care and sensitivity to make sure you get the right support.