Resident Engagement for Retrofit Success near London

 Course Reference

EEA-EBA-02

 Course Description

Resident Engagement for Retrofit Success near London

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

Course Level: Practitioner
Course Length: 2 hours
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 strategies
Tools to improve internal coordination, reporting, and resilience
De-escalation techniques and real-world case studies
Tools for managing complaints and improving satisfaction

Module 1:
Why Retrofit Fails at the Front Door
Breaking down the 5 key engagement failure points
Includes: Retrofit Engagement Checklist

Module 2:
Explaining Retrofit Simply
Scripted messaging that builds understanding and trust
Includes: Simple Retrofit Explainer Script

Module 3:
Vulnerable Households & Risk Mitigation
Best practice when working with health conditions, trauma or support needs

Module 4:
Managing Complaints and Expectations
Avoiding conflict, defusing issues, and protecting delivery

Module 5:
Post-Install Support
How to prepare residents for usage, handover, and feedback
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.

Resident Engagement for Retrofit Success near London
EEA course code: EEA-EBA-02
Ecobalance Solutions Academy, 4th Floor, Silver Stream House, 45 Fitzroy St, Camden. W1T 6EB

 Entry Requirements

Contact for details

 Learning Type

Hybrid learning
course is taught through a mix of online and classroom sessions

 Assessment Type

Contact for details

 Qualification & Awarding Body

Contact for details

 Additional Info

CPD-aligned

 Follow-on Progression

Career development

 Cost of Course

Contact for details