Doing Retrofit With People, Not To Them
29/09/2025
In this episode of Making Housing Better, host Jenny Danson, Co-Founder and CEO of Healthy Homes Hub, speaks with Claire Brown, Senior Consultant at Turner & Townsend and one of CITB’s 100 most influential women in construction, about why resident engagement can make or break retrofit programmes.
Claire draws on over 20 years’ cross-sector experience to show why early, meaningful engagement isn’t a ‘nice to have’ — it’s essential to avoiding funding clawbacks, refusals, and stalled projects. She shares lessons from housing, policing, and other sectors, including her creative approach to reframing technical benefits into messages that matter to residents (think “carbon savings in stab vests” or “warm walls” instead of “insulation”).
Key takeaways include:
Start engagement 6–12 months before installation to build trust and reduce refusals.
Use language that resonates with residents’ priorities — warmth, comfort, bills — rather than technical jargon.
Tailor engagement to communities; one size does not fit all.
Anticipate “small” issues like parking or scaffolding — they can be deal-breakers.
Gather feedback post-installation to refine future projects.
Practical steps for housing providers:
Map the resident journey from awareness to aftercare and identify engagement gaps.
Translate technical benefits into everyday outcomes that matter to residents.
Pilot works with early adopters to showcase real-life experiences.
Allocate budget and time for pre-installation engagement, not just delivery.
Train staff in empathetic communication and reflective listening.
What Are the Benefits of Being a Member of the Healthy Homes Hub?
Industry Recognition and Networking:
Connect with a thriving network of over 350 housing organisations, including decision-makers, innovators, and leaders. Build partnerships that enhance your professional growth and create lasting business opportunities.
Showcase Your Expertise:
Demonstrate your impact by participating in exclusive case studies, webinars, and events. Highlight your contributions to creating healthier, sustainable homes, reaching a broad audience across the sector.
Influence Policy and Advocacy:
Be part of shaping housing policy through direct engagement with policymakers and advocacy efforts. Stay at the forefront of discussions driving meaningful change in the housing sector.
Access to Market Insights:
Gain access to Healthy Homes Hub’s regular newsletters, expert analysis, and resources. Stay informed about trends, regulations, and innovative practices that affect housing professionals.
Specialised Events and Workshops:
Take part in events like the Immersive Study Tours, offering hands-on learning and networking opportunities. Visit groundbreaking projects and facilities to explore real-world solutions for healthier and more sustainable homes.
Exclusive Tools and Resources:
Only members can upgrade to Housing Sage, a cutting-edge AI assistant tailored to social housing professionals. Benefit from personalised insights, regulatory guidance, and innovative ideas to enhance your operations.
Collaboration Opportunities:
Contribute to Healthy Homes Hub’s mission by sharing best practices, participating in action learning programmes like the Retrofit Society, or co-developing solutions with academic and industry leaders.
