Smart Build — Domestic Retrofit Management

Information for residents

Your home.
Clearly managed.

Home improvements can bring questions. Here is what to expect from the retrofit process and how to prepare for the next step.

Illustrative view of traditional terraced homes and front gardens

What happens next

A step at a time.

  1. 01

    An initial conversation

    Your programme team explains why you have been contacted, checks the information needed and discusses arrangements for a visit.

  2. 02

    An assessment of your home

    An assessor looks at the property and gathers information to help the technical team consider suitable improvements.

  3. 03

    A clear explanation of the proposal

    The programme team explains the proposed improvements and the next steps. The scope depends on your property and the scheme.

  4. 04

    Planning and carrying out work

    Access and appointments are arranged. You should know who is coming, what they are doing and who to contact with a question.

  5. 05

    Understanding your improvements

    At handover, you receive the relevant information about using and looking after the installed measures, with a route for follow-up questions.

Common questions

A few useful answers.

What does “retrofit” mean?

Retrofit means improving an existing building. Domestic energy retrofit can include insulation, ventilation or changes to heating, with the aim of improving comfort and energy performance.

Does an assessment mean work has been approved?

No. An assessment helps the technical team understand your home. Whether work proceeds depends on the property, the programme’s rules and the approvals required.

Will every home receive the same improvements?

No. A home’s construction, condition, existing systems and the people living there all matter. The proposed work will also depend on the scope and funding of the programme.

What if I need to change an appointment?

Use the contact details on your appointment letter or the latest communication from your programme team. Let them know as early as you can so another time can be arranged.

Can I request help with communication or access?

Tell your programme team what would help you. This could include involving someone you trust in a conversation, asking for information in another format or discussing access arrangements before a visit.

Who should I contact about an existing scheme?

Use the named contact in your scheme correspondence. They can confirm who is managing your case and direct your question to the right team.

Already part of a programme?

Your appointment letter or scheme correspondence is the best place to find the contact responsible for your home.

This is general guidance about the retrofit process. Your programme team can explain the arrangements and support available for your home.

Practical support

Verify a visit. Ask for support.

Before allowing someone into your home, check their identification against your appointment information. If unsure, call your programme’s known contact using a number from earlier correspondence. You can ask a visitor to wait while you check.

Tell your programme team about communication or access needs, or ask to involve someone you trust. Ask what disruption is expected, whether furniture needs to move and who will help.

At handover, ask for an explanation of controls, guarantees and the route for reporting a defect. If something remains unclear, ask the team to explain it again.

Contact Smart Build

Resident care

Questions or concerns?

If you have a question or concern about Smart Build’s service, email hello@smartbuildnw.co.uk. Our resident care and complaints policy explains how to make a complaint.

Read our complaints policy