As we progress in our journey to ensure all our homes achieve a minimum EPC rating of C by 2030, we remain committed to enhancing the customer experience throughout the delivery of our retrofit programmes. While we have established targets to meet, we must maintain focus on the customers whose homes we are improving.
Retrofit is not solely about enhancing the energy performance of our properties; it is also about improving the quality of life for our customers by aiming to reduce their bills and ensuring their homes remain warmer for longer through improved insulation. With this in mind, our Retrofit Project Coordinator, James Nagle, has been collaborating closely with Jade Cox to review properties that have undergone retrofit works. Together, they are identifying ways to enhance the customer experience, ensuring that the targeted works do not adversely affect them.
We are committed to continuously adapting the programme with necessary changes to improve the customer journey. This includes refining our delivery methods through contractors, enhancing engagement, providing a higher standard of care, and improving the speed at which we resolve or respond to inquiries.
James and Jade, along with support from other teams, have been diligently working to improve the programme’s operation. We are excited to see these improvements implemented and look forward to the positive impact they will have on our customers.