Tenant engagement and support
Putting tenants at the centre of every retrofit project, with clear communication, respectful delivery, and ongoing support.
Why tenant engagement matters
Retrofit projects in social housing are unique because tenants don’t usually request the work — it’s delivered as part of wider programmes.
This means clear communication and strong engagement are essential to reassure residents, minimise disruption, and help them understand the benefits of the improvements being made to their homes.
Clear communication is essential:
- We'll always explain what the work involves and why it is being done.
- We'll highlight benefits such as warmer homes, lower bills, and improved health.
- We'll provide simple updates and a named point of contact.
Strong engagement and careful scheduling minimise disruption, reassure tenants, and ensure a positive resident experience.
Our approach to tenant engagement
We believe tenant care is just as important as technical delivery. Our approach ensures every resident feels informed, supported, and respected:
- Accessible communication – information available in plain language and multiple formats, with translations provided where needed.
- Pre-install visits – giving tenants the opportunity to ask questions, understand the process, and highlight any specific needs.
- Named liaison officers – a consistent, friendly point of contact for updates, questions, and support throughout the project.
- Tailored support for vulnerable tenants – scheduling works flexibly, offering additional assistance, and ensuring privacy and dignity are respected.
During work and aftercare
When installation begins, we take practical steps to reduce disruption and protect tenants’ homes:
- Maintaining clean, safe, and tidy workspaces.
- Managing noise and dust carefully.
- Scheduling works to suit residents’ routines where possible.
- Keeping tenants updated on progress, with clear timelines and daily check-ins if needed.
Our commitment doesn’t end once the installation is complete. We provide:
- Demonstrations and guidance on using new systems effectively.
- Simple user guides tailored to each upgrade.
- Ongoing aftercare to resolve any issues quickly and maintain tenant confidence.
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Working in your community
Beyond individual households, we work with our clients to add value at a community level. Depending on the project, this can include awareness sessions, local events, or initiatives that support environmental and social outcomes. These activities help strengthen trust between tenants, housing providers, and delivery partners.
By putting tenants first, we not only create smoother projects but also build lasting trust between residents and housing providers. This strengthens relationships, reduces complaints, and ensures retrofit programmes deliver benefits across the whole community.
Why Work With LMF?
We’re not just an installer — we’re a long-term delivery partner for social housing providers seeking impact, compliance, and value.
- Award-Winning, Accredited Installer - With over 30 industry awards and accreditations including TrustMark, PAS 2035, MCS, and NAPIT, we’re trusted by councils, housing associations, and energy suppliers nationwide.
- Experienced in Social Housing Delivery - We understand the unique challenges of social housing, from compliance to resident care. Our teams are trained to work respectfully in occupied homes and vulnerable households.
- Scalable, End-to-End Service - From small-scale programmes to multi-site rollouts, we provide a complete solution — from initial assessments to funding, installation, and compliance.
- Dedicated Project Teams - You’ll have a single point of contact backed by a multi-disciplinary team, including retrofit coordinators, surveyors, and resident liaison officers.
- Transparent Reporting and Compliance - We provide clear documentation, post-installation reporting, and ongoing support to help you meet your obligations with confidence.
