Resident’s view

Why tenants need to be taken on the net zero journey

By Neal Wylde, Orbit Group

The government’s requirement for social landlords to go net-zero carbon will be one of the most disruptive experiences in a social tenant’s lifetime.

For this reason alone, it’s important landlords not only respect tenants by engaging from the start, but also allow them to understand the journey they’re being taken on, the reason behind the government’s demands, and the impact this will have on their home.

Open communication is key to successfully engage with tenants and take them on the journey with you. A clear time scale must be included, as well as the amount of work required to convert a home to a net-zero carbon heating system and the impact this will have.

Landlords must make it clear the level of disruption will increase depending on the age of the property. Older properties will require more work to reach the level of insulation needed to make net zero-carbon heating systems work.

The level of insulation currently needed could not only upset the decoration of the room and any fitted units but also reduce the size of the room. If the insulation is being fitted in a kitchen or bathroom, tenants must be prepared to have the rooms completely overhauled and have all the internal fixtures moved.

The heating units themselves – for example, air source systems – are large units that’ll need to be mounted on the floor outside of the building, taking up valuable green space.

Elderly, vulnerable, or disabled tenants will need to be supported during the works, not only to help move and prepare their home prior to the works being carried out, but also to offer support in rebuilding and redecorating their home.

There needs to be training and support supplied to all tenants, before and after installation. In the report, 97% of Orbit customers say that having heating that’s easy to use is important to them.

These heating systems don’t work in the same way as current fossil fuel systems like gas and oil. The tenants need to be made aware of this and then offered ongoing support until they’re comfortable with the new system.

My final point is simple – work with the tenant. Take your time to be understanding, compassionate, honest, and open, but, most importantly, be respectful for the disruption this will cause them.

It’s a journey that’ll be hard for both landlord and tenant, but it’s an excellent opportunity to successfully engage with each other.

To download a copy of Orbit’s ‘Working with customers to make net zero carbon a reality’ report, click here.

“A clear time scale must be included, as well as the amount of work required to convert a home to a net-zero carbon heating system and the impact this will have”