Warm Homes Delivery Update in Ashford

Sureserve Energy Services was appointed by Ashford Borough Council to deliver a £4.3 million, three-year energy efficiency retrofit programme, supporting the Council’s ambition to improve the performance of its housing stock, reduce carbon emissions and create warmer, more comfortable homes for residents.

Funded through the Warm Homes: Social Housing Fund Wave 3 and procured via the LHC Retrofit and Decarbonisation (N9) Framework, the programme will upgrade 223 properties across the borough. Phases 1 and 2 have now been successfully completed, with 63 homes upgraded during the first year of delivery.

The project focuses on improving the energy efficiency of homes through a whole-house retrofit approach. By combining fabric improvements with renewable technologies, Sureserve Energy Services is helping Ashford Borough Council deliver long-term improvements in energy performance, resident comfort and carbon reduction.

A fabric-first approach to improving energy performance

The retrofit strategy has been developed in line with PAS 2035 principles, using a fabric-first methodology to improve the thermal performance of each property before integrating low-carbon technologies.

Following retrofit assessments, measures have been selected based on the individual requirements and suitability of each home. Not every property receives the same package of improvements, with interventions tailored to ensure the most effective solution is delivered for each dwelling.

Across Phases 1 and 2, works have included cavity wall insulation, loft insulation upgrades, ventilation improvements, solar photovoltaic installations and air source heat pump installations where appropriate.

The cavity walls have been upgraded using a bonded bead insulation system, improving thermal performance by reducing heat loss through the external walls. Loft insulation has been enhanced using Knauf Insulation Loft Roll 40 and 44, glass mineral wool insulation products selected for their thermal performance, durability and suitability for retrofit applications.

To support improved indoor air quality and manage moisture levels following insulation improvements, ventilation upgrades have also been completed. Existing fans in high-moisture areas, including kitchens and bathrooms, have been replaced with Revive 7 Switchee-enabled filterless unitary fans. Designed specifically for the social housing sector, the Revive 7 provides efficient, quiet and reliable ventilation while supporting healthier indoor environments with minimal maintenance requirements.

Resident feedback on the fabric improvements has been showing positive outcomes, with one Ashford resident saying: “I’ve had insulation done, solar panels, lots of fans put in for ventilation to help with the mould in the winter. Before the works started, I can mould occurring in the two bedrooms, and the two bedrooms. Since they’ve done the insulation, that has remedied that. There definitely is a difference”.

Integrating renewable technologies

Where properties were suitable, renewable technologies have been incorporated alongside fabric improvements to further improve energy efficiency and reduce carbon emissions.

Solar PV installations are being delivered across the programme, contributing to a total planned capacity of approximately 2,500kW. The systems use Trina Vertex S+ Dual Glass Monocrystalline 465W solar panels, paired with Growatt solar inverters. These products were selected for their reliability, efficiency and proven performance, helping residents generate renewable electricity and reduce reliance on grid energy.

Air source heat pumps have been installed in selected properties, particularly homes currently reliant on oil heating systems. These properties were prioritised due to their rural locations and the opportunity to achieve significant carbon savings by transitioning away from high-carbon heating fuels.

The installed systems comprise Mitsubishi Ecodan R32 air source heat pumps, with 5kW, 6kW and 8.5kW models selected according to property requirements. These are paired with Stelrad Halcyon Compact radiators and City Plumbing Solfex heat pump cylinders to provide an efficient, reliable and appropriately sized heating solution for each home.

Targeted property selection and retrofit design

Property selection has been central to ensuring the programme delivers maximum impact. Homes were prioritised based on a combination of factors, including existing EPC performance, suitability for retrofit measures and the potential to achieve meaningful energy efficiency improvements.

Many properties included within the programme initially had EPC ratings of D, E and F, with the overall ambition of improving treated properties towards EPC band C.

The early phases focused on homes where intervention could deliver the greatest benefits, particularly rural, off-gas properties using oil heating systems. This approach ensures that improvements are targeted where they can have the greatest impact on carbon reduction, energy costs and resident comfort.

Overcoming delivery challenges through resident engagement
Delivering retrofit improvements across geographically dispersed properties presented several challenges, particularly around access, programme coordination and ensuring residents understood the benefits of the works.

Sureserve Energy Services adopted a proactive resident engagement approach throughout delivery. This included advance written communications, pre-installation site visits and direct engagement through door knocking to answer questions and support residents throughout the process.

This resident-focused approach helped build trust, improve access and ensure works could be delivered efficiently while minimising disruption.
Feedback from residents has been highly positive, with particular recognition given to the friendly and professional approach of Sureserve Energy Services’ delivery teams.

Partnership-led delivery

Successful delivery of the programme has relied on collaboration between Sureserve Energy Services, Ashford Borough Council and a number of specialist partners.

Key delivery partners include:

• Kembla, supporting solar PV system design
• Retrofit Services 2035, Retrofit Assessor
• Dartford Roofing, supporting roofing works
• LHC Procurement Group, framework provider

The project is being delivered by Sureserve Energy Services’ experienced site management team, led by Ian Carter, who oversee day-to-day coordination, quality standards and delivery performance.

Supporting local communities through social value

Alongside energy efficiency improvements, the programme is delivering wider social value through local supply chain engagement and employment opportunities.

Local contractors have been involved in delivery, including two locally based roofing contractors, helping to retain economic benefits within the area while supporting regional employment.

Programme progress and future delivery

With Phases 1 and 2 now complete, Sureserve Energy Services continues to progress through the remaining stages of the programme. Phase 5 is scheduled to take place between November 2026 and March 2027, with the full three-year programme expected to complete by mid-2027.

Delivering sustainable improvements for Ashford residents

The Ashford Borough Council retrofit programme demonstrates how a carefully designed whole-house approach can deliver measurable improvements across existing housing stock. By combining high-quality insulation measures, improved ventilation and renewable technologies, Sureserve Energy Services is helping create warmer, healthier and more energy-efficient homes while supporting the Council’s wider decarbonisation objectives.

Paul Ingram, Head of Housing Assets at Ashford Borough Council said: "We are committed to improving the quality, energy efficiency and sustainability of our council homes, helping residents live in warmer, healthier and more affordable-to-run properties. This retrofit programme is already making a real difference by combining insulation improvements, better ventilation and renewable technologies to create more comfortable, energy-efficient homes while reducing carbon emissions. Working in partnership with Sureserve Energy Services, we are investing in the long-term future of our housing stock, supporting residents with energy costs and helping to deliver our wider environmental ambitions. We are pleased with the progress made so far and look forward to bringing the benefits of these improvements to more homes across the borough."