Resident engagement is crucial for the successful completion of any project involving a community. By involving residents throughout the journey, we not only show our respect for their perspectives but also ensure that their needs and concerns are considered.
Our team of experienced NEA accredited Resident Liaison Officers (RLOs) plays a crucial role in facilitating communication between the project team and the residents. They act as a bridge, ensuring that residents are kept informed about the project progress, any potential disruptions, and updates on how their feedback is being incorporated into the project planning.
Through regular meetings, site visits, and community events, our RLOs work tirelessly to build trust and open lines of communication with residents. This helps to address any issues or grievances promptly, fostering a positive relationship between the project team and the community.
By prioritising resident engagement, we not only improve the overall project outcomes but also create a sense of ownership and pride among the residents. This approach not only enhances the project’s success but also leaves a lasting positive impact on the community as a whole.
CCS Retrofit Resident Engagement Strategy
The CCS 7-step process to ensure excellent resident engagement during retrofit works.
Step 1: Early Engagement and Education
- Distribute newsletters on energy efficiency.
- Provide updates via press releases and social media.
- Host resident community days to discuss improvement works.
- Offer guidance on fuel poverty and energy efficiency.
- Send welcome letters to inform residents what to expect and why they've been selected.
Step 2: Initial Retrofit Assessment and Survey
- Schedule appointments via phone and confirm by letter.
- Explain any potential measures, what they do and what the benefits are.
- Issue a resident information pack which explains the process end to end.
- Answer any questions that the resident has.
Step 3: Retrofit Coordinator Engagement Post-Survey
- Ensure customer satisfaction with the survey.
- Discuss and explain proposed measures.
- Outline the sequence of works and expected savings.
- Confirm any resident vulnerabilities or specific requirements.
Step 4: Resident Liaison and Customer Service Team
- Schedule work and measures.
- Send appointment confirmation letters and SMS reminders.
- Make adjustments for vulnerable residents if needed.
Step 5: Installation of Measures
- RLO visits on day one if support is needed.
- Explain the work and access needs to the resident.
- Provide daily updates and full handover upon completion.
- Ensure the resident understands and is satisfied with the new measures.
Step 6: Post-Retrofit Quality Control and Setup
- Send customer satisfaction SMS immediately post-installation.
- Conduct a technical quality control visit.
- Audit work quality and address any concerns.
- Ensure the resident understands new measures and documentation.
Step 7: Retrofit Evaluation and Ongoing Monitoring
- Contact the customer one month post-retrofit.
- Review previous steps and assess customer satisfaction.
- Review technical performance and comfort levels.
- Recommend further visits based on risk assessment or outcomes.
- Walk the customer through the evaluation process and agree on follow-up steps if necessary.
Community Days
The CCS RLO team have organised many community days to benefit the residents that we work with.
Energy Awareness Events to help people get the most out of their Retrofit installs along with critical information on how to lower their home energy usage.
The CCS Handyman days have been popular with residents. Getting some tasks done that people are unable to do or find too expensive to get a professional involved are undertaken by the CCS team. Trimming hedges or putting shelves up. Any tasks around the home or garden are carried out and the labour is free.
