The PAS standards and the various funding streams for energy efficiency works have set new challenges for clients and contractors alike. As one of the country’s most experienced retrofit specialists, we are well-placed to offer advice on best practice with respect to project
planning, bid-writing and delivery
Important lessons learned from the delivery of previous PAS2030 / PAS2035-compliant schemes include:
Early Stakeholder Engagement
It is essential to secure the early involvement of all stakeholders: Client, Contractor, Retrofit Assessors, Retrofit Co-ordinators, Retrofit Designers and EEM Suppliers.
It is similarly vital that all parameters and requirements are understood by the relevant stakeholders, and that specific responsibilities are assigned at the outset of every project. Planning, engagement and communication are key to early mobilisation and successful project delivery.
Case Study: Best Practice
Our quality-focused approach was cited as an example of industry best practice in a government-led independent review of quality standards for the domestic energy efficiency sector. Entitled “Each Home Counts”, the 68-page report was authored by Dr Peter Bonfield. We were the only contractor to be specifically named in it.
“A detailed mobilisation period was used to align processes… This ensured the project delivered consistently, with cost certainty, and without any weak links in the process.”
Mobilisation
PAS-related demands for retrofit assessments, an increased number of surveys and the additional complexity of multi-measure EEM schemes mean that time-frames have typically increased. Without proper planning, this can lead to delays to the planned programme. This is equally true of the time needed to develop PAS-compliant retrofit designs and to liaise with utility companies to arrange enabling works.
Mitigation: Early technical engagement with project stakeholders, plus additional on-site design meetings to highlight and resolve issues through early planning and application.
Retrofit Assessment
Residents are typically more impacted by the additional surveys required under PAS standards. There is more intrusion in terms of the time required for questions and the need for early access by contractors. This makes effective liaison essential. Without access to a property and engagement with resident’s on a property-by-property basis, works cannot be assessed, designed and installed. This presents on obvious delivery risk.
Mitigation: Increased resident liaison, site team engagement and communication, including the provision of bespoke resident inductions and literature.
Effective Resident Liaison
We seek to maintain good communication with residents on every project we deliver. Effective liaison is essential for:
- Creating safe and secure sites
- Adapting delivery to suit individual needs and circumstances
- Ensuring customer satisfaction
- Minimising access-related delays
- Maintaining flexibility on delivery
- Developing good relationships with the wider community
- Maximising opportunities for positive social impacts
We have developed very effective resident liaison procedures. These have been instrumental in enabling us to deliver complex schemes on (or ahead of) schedule. They have also played a key role in securing exceptionally high customer satisfaction scores.
“Resident engagement was key to the success of the scheme … Full time site-based Resident Liaison Officers ensured a high level of engagement. Key Performance Indicator (KPI) data showed consistently ‘excellent’ consumer satisfaction scores.”
‘Each Home Counts’
Dr Peter Bonfield
An independent review for the Department for Business, Energy and Industrial Strategy, and the Department for Communities and Local Government.
Important steps that we take to maintain excellent communications and community relations include:
- Recruiting liaison officers from the local community
- Community consultation / ‘meet the team’ events
- Project-specific web pages for residents
- Project-specific residents’ booklets
- Provision of telephone help-lines – including emergency 24/7 support
- Individual visits to residents
- Bespoke reminder letters to residents prior to works
- Neighbourhood letter drops to explain ongoing works
- Post-delivery customer satisfaction reviews
- Provision of guarantees / literature, where relevant
- Use of translators / Braille / multi-language literature, as required
- Liaison with carers and relatives when working with vulnerable people
On larger schemes, we will often adopt additional measures, such as creating a drop-in show-home to demonstrate the improvements we are making. We may also work with local schools, colleges, social enterprises and charity projects.
Further Information
More examples of best practice and lessons learned can be found using the following links:
- Trident Group Case Study, page 4 (PDF).
- SBS Residents’ Charter Policy Document (PDF).
- “Each Home Counts” An Independent Review of Consumer Advice, Protection, Standards and Enforcement for Energy Efficiency and Renewable Energy, by Dr Peter Bonfield, BRE. (Case study, page 48).
