For resident liaison officers, customer care teams, and retrofit communicators.

Resident Engagement
for Retrofit Success

Course Level: 
Practitioner

Course Length (Hours): 
2.0

Delivery Format:
Online self-paced or in-house live

Proof of Learning:
Certificate of completion included

Course Overview

Effective retrofit doesn’t stop at good installs, it depends on clear, compassionate, and consistent communication. This course gives frontline teams the tools to engage residents with confidence and care.

Designed by practitioners working across ECO4, SHDF, and LA delivery models, it addresses the real tension points in retrofit projects, from access refusals to misinformation and breakdowns in trust.

Who This Course is For

  • Resident Liaison Officers

  • Retrofit Coordinators and Advisors

  • Housing association customer service teams

  • Contractors and installer communications leads

What You’ll Gain

  • Communication techniques for vulnerable tenants

  • Clear strategies for aligning PAS2035 with local delivery constraints

  • Templates and tools for structured retrofit messaging

  • Insight into behavioural drivers and trust-building strategiesTools to improve internal coordination, reporting, and resilience

  • De-escalation techniques and real-world case studies

  • Tools for managing complaints and improving satisfaction

Modules:

Module 1:

Why Retrofit Fails at the Front Door

Breaking down the 5 key engagement failure points

  • Includes: Retrofit Engagement Checklist

Module 3:

Vulnerable Households & Risk Mitigation

Best practice when working with health conditions, trauma or support needs

Module 5:

Post-Install Support

How to prepare residents for usage, handover, and feedback

Module 2:

Explaining Retrofit Simply

Scripted messaging that builds understanding and trust

  • Includes: Simple Retrofit Explainer Script

Module 4:

Managing Complaints and Expectations

Avoiding conflict, defusing issues, and protecting delivery

Resources Included

  • Resident Engagement Checklist

  • Retrofit Explainer Script Template

  • Complaint Handling Flowchart

  • Certificate of Completion

This course is CPD-aligned and structured for strategic professional development.

Register Interest

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