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As the Greater London Authority (GLA) prepares to launch the next phase of its flagship Warmer Homes programme, RetrofitWorks is proud to reflect on its vital role as a trusted delivery partner in Warmer Homes Phase 3 (WH3). Our broad and extensive experience in upgrading homes with poor energy performance across London, not only highlights our operational strength, but also exemplifies a community first approach that delivers lasting value to residents, local authorities, small businesses, and the wider retrofit sector. 

During WH3, RetrofitWorks was responsible for delivering energy-efficiency improvements through three key funding streams: LAD3, HUG, and CORE. 

• LAD3 (Local Authority Delivery Phase 3) and HUG (Home Upgrade Grant) were government funded programmes backed by the Department for Energy Security and Net Zero (DESNZ).
• CORE was an additional funding stream provided by the Mayor of London to meet unmet needs across the capital. 

Our work focused on the private housing sector, particularly within some of London’s most deprived and complex communities, where support was most urgently needed. 

Despite the well documented post pandemic challenges affecting the sector, which included workforce shortages, supply chain disruptions, and tightening regulatory requirements – RetrofitWorks successfully delivered a high performance, quality assured programme, supporting over 2,000 households in a range of ways from energy advice through to installations.

Our impact extended far beyond technical delivery; change was deeply rooted in local communities. RetrofitWorks is a Cooperative made up of local contractors (The Membership Framework), community-based advocates, and technical professionals working together to deliver PAS 2035-compliant retrofit projects. 

This collaborative model enabled us to build meaningful, street-level trust with residents, particularly in boroughs where community engagement is challenging and retrofit offers are often mistaken for scams. By involving trusted local advocate members, we successfully reached and onboarded vulnerable households who may have otherwise been excluded from support. 

This community-led approach (just one of our delivery models) was underpinned by robust technical and quality oversight. 

Integral to this is our inclusion of a dedicated ‘Resident Liaison Officer’ (RLO). The RLO plays a vital role at community level, acting as the trusted link between residents and the delivery team. They build local trust, support engagement with harder to reach households, and ensure residents feel informed, supported, and respected throughout the retrofit process. 

Their presence helps to reduce dropouts, resolve concerns quickly, and maintain high levels of customer satisfaction. All critical to the success and reputation of the scheme.

RetrofitWorks provided independent, in-house monitoring throughout the programme, including mid-installation (WIP) inspections and final sign off checks. Our in-house Retrofit Coordinators (RCs) audit completed works to ensure quality and compliance, addressing the potential conflict of interest that can arise when contractors self-certify.

This added layer of accountability not only strengthens adherence to standards but also helps identify training and upskilling opportunities within our Cooperative Membership Framework. All installations were delivered in line with the TrustMark and PAS 2035 framework, with RCs operating independently from installation companies to ensure resident interests remained the top priority.