Resident-first focus drives social housing retrofit scheme success

Like many large-scale retrofit programmes, delivery was not without its challenges.

Residents were initially hesitant about the installation of monitoring sensors, particularly following extensive retrofit works where additional visits could feel intrusive. 

In some cases, complex upgrades in older properties - such as Victorian terraces in conservation areas - added to frustration due to the scale and disruption of works.

Early in the programme, customer engagement capacity was limited, and reliance on delivery partners for resident profiling occasionally led to delays where underlying repair issues had not been identified in advance.

Coordination between retrofit, repairs and asset teams also presented challenges, particularly where unexpected issues such as leaks or structural defects arose.

In response, Amplius strengthened its approach by investing in dedicated resident engagement, improving cross-team collaboration and embedding digital tools to support more efficient and proactive delivery.

Getting residents on board with retrofit projects is one of the most common blockers to progressing retrofit projects in domestic property.

Residents are often cited as being apprehensive or uncertain about energy efficiency technologies and can be put off by the perception of adverse disruption.

Amplius recognised that its initial customer engagement strategy could be strengthened and staff resources and capacity was limited and hired a customer liaison officer to own resident engagement and proactive communications for energy efficient retrofit work.

The appointed contractor, Lovell, also had a dedicated resident liaison officer who was able to provide personal support to guide residents through the retrofit process and requirements.

Amplius further strengthened its approach by improving coordination between retrofit, repairs and asset management teams. 

Where additional issues were identified or raised by residents, this allowed issues to be addressed alongside planned works. 

Although this occasionally extended project timelines, it improved overall outcomes and reduced the risk of future disruption.

This resident-first approach helped to build trust, improving access rates and supporting more effective delivery across the programme.

Watch our short video with Amplius’ head of asset optimisation, sustainability and commercial services Fallon Warren below to learn more about the organisation’s care for its residents.

Amplius is an early adopter of digital monitoring technology designed to monitor temperature and humidity within residents’ homes.

As a part of Wave 2.1 of the scheme, which acted as a pilot, Amplius installed Aico home monitoring devices in dozens of properties to better understand how homes are performing in real time.

The technology enabled both residents and the housing provider to see when a home may not be performing as efficiently as it should. 

This visibility supports earlier intervention and helps residents make better use of the energy efficiency measures installed in their homes.

Alongside in-home monitoring, Amplius utilised digital tools such as building information modelling (BIM) to support surveying and installation planning. 

This improved accuracy, reduced repeat visits and minimised disruption to residents.

While the technology itself plays an important role, it’s the way it has been introduced, through clear communication, reassurance and resident-first engagement that has driven its success.

The programme achieved high levels of acceptance, with minimal refusals or access issues reported.

Although Amplius acknowledges there was initial scepticism and concerns around ‘surveillance’, the organisation offered comprehensive training, face-to-face conversations, leaflets, WhastApp groups and more to ensure residents had a full understanding of how the technology worked and how it could be of best benefit to them. 

This demonstrates that successful digital adoption is not just about the technology itself, but how it is introduced and explained.

Watch the short video below, Fallon details further how digital technology Aico is being used and how it’s now benefitting hundreds of residents.

The introduction of sensors has enabled residents to take a more active and informed role in managing their homes.

Through the sensor app, residents can respond to alerts, such as high humidity, by opening windows or adjusting ventilation, encouraging proactive behaviour and helping them optimise the performance of their homes.

This shift places greater control in residents’ hands, supporting independence while improving overall property conditions. 

In many cases, residents have become highly engaged with the technology, actively monitoring their environment and responding to changes in real time. 

The ability to identify and resolve issues independently reduces the need to contact repairs teams, helping to lower stress and improve overall satisfaction.

At the same time, housing teams use alerts as an opportunity to initiate supportive conversations, reinforcing trust and strengthening relationships with residents.

Additionally, real-time monitoring has enabled Amplius to take a more proactive approach to property management.

Issues such as high humidity can be identified at an early stage and are often resolved before escalating into more serious problems. 

However, as residents continue to understand the information via their use of the app, in many cases, by the time housing teams contact, residents have already taken action to address the issue. 

This approach has led to reduced callouts and more efficient use of contractor time and resources.  

Data collected through the sensors is providing valuable insight into both property performance and resident behaviour. 

Humidity spikes often align with cooking and bathing times, while patterns in the data can indicate specific household needs or behaviours. 

Flatlined data can also signal prolonged absence, enabling housing teams to identify when a property may be unoccupied.

In the absence of consistent baseline data prior to retrofit, Amplius has also explored comparative approaches, using nearby non-retrofitted properties as a proxy to better understand performance improvements. 

The organisation is now embedding monitoring from the earliest stages of delivery, including in void properties, to establish a stronger evidence base for future programmes.

This combined operational and analytical approach enhances tenant safety, improves property management, and supports more informed decision-making for future retrofit delivery.

Building on the success of Wave 2.1, Amplius is now embedding digital technology as a core component of its retrofit strategy.

Insights gained from sensor data and resident engagement are being used to refine delivery approaches, improve property performance and support residents to get the most from installed measures.

As the organisation scales up delivery through Wave 3, digital monitoring will play an increasingly important role in enabling a more proactive, data-led approach to asset management.

Through this approach, Amplius is not only improving the energy efficiency of its homes, but also developing a scalable model for resident-focused, digitally enabled retrofit at scale.