Blog: Retrofit Hubs – Making people feel heard and supported 

Low-income and vulnerable households need deeper support than just providing advice. We know that the process of retrofit itself causes stress and anxiety. For fuel poor households already struggling in their daily lives the multitude of barriers prevent uptake of measures in all households (including lack of awareness, unsure of the benefits, who to believe, whether installers will do a good job.) That’s why National Energy Action have three Retrofit Hubs in Sheffield, Burnley and Oldham.  

Since the start of the programme in September 2024, the hubs have: 

• Provided 1,241 clients with retrofit advice. 

• Supported clients with 308 grant applications. 

• 118 clients have had grants approved and installed. 

• 109 clients have had direct measures installed from the Skipton Building Society Funding including insulation, ventilation and fixing draughty windows and doors.  

• 46 clients, through a combination of support from Skipton Building Society and Oldham Council, have had Solar PV and batteries installed. 

• 511 clients have received DIY measures, e.g. providing energy efficient lightbulbs, radiator reflector panels, dehumidifiers and much more. 

However, we do more than supporting the measures and grants, by giving clients an opportunity to feed back on their own experiences. The insights that we gain allow us to explore our clients’ experiences of retrofit so we can share these nationally, with government and with retrofit providers.  

Feedback sessions have been a real success, giving clients a safe and welcoming space to talk openly about the whole process. There was no shortage of tea, coffee, biscuits and plenty of good food, which certainly helped get the conversations flowing! 

As well as creating an enjoyable atmosphere, the sessions provided valuable insight into the support being delivered. Hearing directly from clients helped us better understand the barriers they face and highlighted where improvements are still needed. These conversations will help ensure the retrofit process continues to evolve, making it easier for the most vulnerable households to access the grants and support available. 

One message came through loud and clear. Clients said they simply would not have gone through with retrofit work without the support of the hubs. Without that support, many believe they would still be living in cold, inefficient and difficult-to-heat homes. One person summed up the impact of the service by saying the hub team had become ‘part of the family.’ 

As we all know, retrofit projects don’t always go exactly to plan. When issues have arisen, the hubs have been there to support clients by working with installers, contractors and guarantee providers to make sure problems are put right. During the sessions, another participant explained that they would never have realised there was an issue with their installation and even if they had, they wouldn’t have known where to start to get it resolved. Having someone to advocate on their behalf made all the difference. 

One of the most powerful stories came from a client who shared her long struggle to resolve failed cavity wall insulation that had caused serious damp problems in her home. Despite repeatedly contacting the guarantee provider, she was told the damp was due to poor property maintenance and was left with nowhere to turn. After meeting National Energy Action at a local church group, she booked a home assessment and began working with the Retrofit Hub. With ongoing support from the team, the failed insulation was eventually removed and the damp issues were resolved. 

Before receiving support, she had been considering leaving the home she had lived in for over 40 years because she felt she had exhausted every option. Thanks to the support she received, she is now able to remain in the home she loves. 

These conversations have been a powerful reminder that the Retrofit Hubs provide far more than access to funding. They offer trusted, independent support, helping people navigate what can often be a complex process, ensuring problems are resolved and giving households the confidence to access the support they need. 

Find out more about our three Retrofit Hubs here: Retrofit Hubs – National Energy Action (NEA)