We value our customers’ opinions because, who better to inform our decisions than those directly affected. Our Resident Scrutiny Group (RSG) is one of the ways we work with customers to improve the services and experience we deliver. Made up of Abri residents, the group supports us by regularly reviewing our services, monitoring our performance and ensuring we continue to make decisions that benefit the communities we serve. They use findings from their reviews to make recommendations for improvements and provide support where needed.
In the last financial year, 2024/25, the RSG reviewed our energy efficiency works programme of works in one of their latest reviews, ‘Improving energy standards of existing properties’. As usual it was a stellar review by the RSG, with all five recommendations being adopted, one of the highest from any review. The group recommended:
- bringing the customer in at the start of projects, as they feel this would be very beneficial to Abri and our customers
- using the term ‘Energy Efficiency Works’ instead of Retrofit
- we consider a consultation with Abri colleagues and customers to understand their preferences over the terms resident/customer/tenant/consumer
- collaborative working between the Housing Partner (Field) team and Retrofit team, supporting customers throughout the process
- the creation of an FAQ document to help customers going through the programme better understand the works taking place, ensuring our tone of voice used in all communications are appropriate
Our latest grant funding
In the Spending Review, the Chancellor confirmed £3.4bn over three years for the Warm Homes Plan and more than a third of it will go into the Warm Homes: Social Housing Fund, which is targeted at bringing social homes up to Energy Performance Certificate (EPC) Band C.
We’re starting off this year strong as we’ve secured more than £23 million from the Warm Homes Fund that’ll be put into improving the energy efficiency of 2,800 of our homes. With the grant we’ll make our homes warmer, more comfortable and more affordable for our customers.
Many customers have already benefited from the cost savings that result from a more energy efficient home. One customer in Merriott, where we’ve installed solar panels along with loft and cavity wall insulation, says they’ve seen a reduction in energy costs without changing their usage habits. They’re now looking for the best tariff for a home with solar panels to get the most out of their exported energy.
Rowena Claydon-Smith
Head of Low Carbon Retrofit