Mr. Mays, a Sanctuary Housing customer in Newmarket, recently welcomed us into his home to share his experience with a new retrofit project. His charming 1960s bungalow holds a special place in his heart, as he recalls watching it being built on his way to school as a child. This personal connection underscores why his comfort and choice were our top priorities throughout the process.

Through funding from wave 2 of the Social Housing Decarbonisation Fund, we installed loft insulation, a ventilation system, and solar panels on his home. These measures had an immediate impact, elevating his property from an EPC D to a C, making it both warmer and more energy-efficient.

As his property is off the gas grid, our initial modelling included the option of an Air Source Heat Pump. However, after carefully weighing the factors, Mr. Mays decided it wasn't the right fit for his unique situation. This is where our collaborative approach truly came to life. Rather than pushing a predetermined solution, we listened to his concerns and completely remodelled the design to ensure the final result was one he fully bought into and comfortable with. This commitment to resident buy-in is a key part of every project we undertake.

Ultimately, Mr. Mays’ experience beautifully illustrates that our success isn't measured by the technology we install, but by the relationship we build. The upgrade of his home from EPC D to C and the resulting benefits of a warmer, more efficient living space are a direct result of our collaborative approach. We proved this by listening to his concerns about the air source heat pump. Instead of a rigid, one-size-fits-all solution, we adapted our plan to suit his personal needs. This flexibility and respect for his choice is what truly makes a project meaningful and ensures that the improvements we deliver are not only technically sound, but also wholeheartedly valued by the resident for years to come.

Here’s Mr. Mays in his own words, sharing his experience with CCS…