We aim to deliver the most suitable energy improvements to your home - to reduce energy bills, and transform cold draughty spaces into well-used, cosy rooms.

There's a lot to consider when making energy improvements - so we've tried to summarise the key steps in the process for you.

Step 1: Introduction

If we identify your home as potentially eligible for funding, we'll send you an introduction letter, inviting you to book an appointment for a home energy survey.

Our resident liaison officers from Mulalley or Equans will contact you to explain the process and arrange a survey at a suitable time. At this stage, you'll be able to ask questions about the process find out more about what the survey entails.

Step 2: Visiting you in your home - your energy survey

Our accredited energy surveyors will carry out a detailed home energy survey to understand your home and potential for improvements. The energy survey will collect all the information we need to understand the options available.

As part of the survey, they will identify areas of heat loss - for example, draughts coming through doors or windows. They'll also have a chat with you to understand your priorities for your home and your current energy usage.

Our energy surveyors will always carry ID and wear a high-vis – so you know they’re working for us.

Step 3: Making a plan

Once information is received from our energy surveyors, we'll develop a plan for your home. The plan will be specific to your home, and will set out improvements that can be made to increase the energy performance rating (EPC) to at least a band C. Our resident liaison officer will contact you to walk you through the plan, explaining what the improvements mean for you.

In some cases, we may find out your home is performing better (for example, is an EPC C or above) than the information we hold on record, and is not eligible for funding. If this is the case, we will write to you to let you know and share your energy performance report.

It can take a bit of time to review the design and improvement options (2-3 months), particularly if you live on an estate or in a block and we are considering neighbouring homes. We'll write to you after your energy survey to let you know the next steps in the process.

Step 4: Delivering your home improvements

Before works start, our resident liaison officer will meet with you to understand your preferences and any key considerations when working around you. They'll also explain when we'll need access to your home and how long the work may take.

For certain types of improvement, our resident liaison officer may be able to discuss choices with you (for example if we’re installing a new door, the type or colour of the door and certain finishes).

During works - you'll have a single point of contact to deal with any queries, which is the resident liaison officer. You can also expect a visit from us and our independent surveyors to check quality during installation. We only work with accredited companies and installers who have the right skills and experience to deliver the specific improvements we're installing.

On completion - we'll visit your home to check that you’re happy with your new improvements and that the work is finished to the required standard. We and the resident liaison officer will meet with you to jointly sign off works, give a tour of the home, and explain how any new technology works, while offering sustainability and energy saving advice.

Step 5: Monitoring and aftercare

We’ll make sure guarantees and warranties are in place and give you information about how to report faults and what actions might void the guarantee (drilling through a wall, trying to fix equipment).

You'll receive a physical handover pack with information about aftercare, websites, and contact numbers for when you need advice.