Putting residents first in the energy transition

Having supported South Holland District Council’s heating needs since 2013, we have developed an in-depth understanding of their requirements. Our relationship began with traditional fuel types, but our
partnership has grown as they started to decarbonise their housing stock. Through LAD schemes and different Social Housing Decarbonisation Fund waves, we have installed air source heat pumps, solar photovoltaics, loft insulation, ventilation, and low-energy lighting.

Tailoring our service for residents

Residents’ needs must be put first to ensure successful outcomes from retrofit works. These are complex projects requiring proper management to avoid disruption. Social housing residents are often vulnerable,
and each project’s delivery must be tailored to their needs.

“I used to limit the heating to one room,” explained Margaret. Even then, Winter heating and hot water costs were £100 per month.

Solar photovoltaics (PV), an air-source heat pump (ASHP), and external wall insulation (EWI) were needed to achieve EPC Rating C. The project hinged on effective coordination between multiple stakeholders. Designs had to meet the Council’s requirements and comply with planning, G99, and MCS standards. Work sequencing had to be aligned - our heating system had to be delivered before the EWI, and then the PV system would complete works. Underpinning all this, the project needed to minimise disruption for Margaret.

Planning for zero disruption

We collaborated with South Holland District Council’s Resident Liaison team and Margaret to organise the project around her needs. This started by understanding her concerns. Noise from a neighbour’s ASHP was noticeable, for example. (Although Margaret’s cat, Ollie, was always a fan of the warm place to sit!)

Our surveyor eased these concerns and explained the benefits Margaret would experience. Assessing health and safety is a key survey task - residents often have low awareness of our work, whilst being used to unrestricted access in their homes. Our surveyor collaborated with Margaret and the Council on a plan to control all risks.

Our surveyor then discussed the works with Margaret. Controls locations were agreed upon to ensure they were accessible. He explained the work points and timings for different tasks, and which furniture and carpet would need moving. Photographs were taken so rooms could safely be returned to their original condition.

Our contact details, alongside South Holland District Council’s Tenant Liaison Officer’s, were provided so Margaret could raise queries. Through all the different phases of work, and all the different workmen, Charlotte could be contacted anytime Margaret had a concern.

Compliant and sustainable comfort

The information gathered during survey was developed into a design that met South Holland’s sustainability goals whilst providing comfort and efficiency. A fabric-first approach was taken to maximise the thermal performance of the building. The designed package of loft and external wall insulation reduced the house’s heating demands by 32%.

We then designed a low-carbon heating system to meet the new demand. The proposed system comprised:
• Vaillant aroTHERM plus 5kW ASHP (pictured right).
• Vaillant senso COMFORT.
• Vaillant uniSTOR 150Ltr Unvented HW Cylinder.

We complemented this with a PV system to maximise Margaret’s energy independence. The 2.16kW design would meet 27% of Margaret’s annual electricity needs whilst exporting 980kWh to offset against that still drawn from the grid.

Residents’ needs at the heart of delivery

All our engineers, including subcontractors, were inducted into the bespoke site plan. Each morning, introductions were made using ID cards, and point-of-work risk assessments checked planned mitigations continued to control conditions.

Margaret felt safe throughout: “I gave all the operatives 10 out of 10. They were very helpful and answered all my questions.”

A local installation team with a Lincolnshire-based apprentice were used for the work. Local managers conducted work-in-progress checks to ensure we maintained quality standards and kept our promises.
These included:
• Installing the new hot water cylinder first to ensure water provision, 
• Installing a switch to provide additional hot water on demand.
• Reinstating all services at the end of each day.
• Liaising with the EWI contractor to expedite delivery of their workstream.
• Completing the PV installation in half a day. This enabled the scaffold to be erected and dropped in the same day, eliminating a security risk.
• Clearing away all waste after each task to minimise disruption.

Effective waste management was key to maximising project sustainability. All waste was segregated at our Boston depot to maximise recycling. We were particularly careful when removing the Dimplex Quantum Storage Heaters from the property. These were returned to the Council for re-use in other properties.

Delivering decarbonisation goals

A post-completion visit by our engineer helped Margaret make the most of her new system. The lower temperatures were unusual compared to the blazing hot radiators of older systems. Our engineer explained that the constant lower heat increased efficiency whilst maintaining comfort.

This helped build Margaret’s trust in a system she has come to value. Margaret is pleased that her clean heating system is contributing to the sustainability of her community whilst improving her finances. 

This experience is backed up by the numbers. Instead of heating just one room, Margaret’s hot water and heating for the whole house through the long, chilly winter of 2024/25 cost around £40 per month. During warmer months, costs should be limited to the £10 required for hot water alone.