Retrofit

The challenge
Queenie felt unsure about having her home retrofitted because she didn’t fully understand it. Living alone and having disabilities, including autism, meant the changes felt overwhelming without the right support.

Our support
We worked closely with Queenie to explain the retrofit process. Taking a bespoke, patient approach, we helped her understand the changes being made to her home, including her new heat pump and solar panels.

To support her confidence, we:

- Explained the technology step by step
- Provided a clear, easy‑to‑use guide she could return to
- Made sure ongoing help was always available

Queenie said: “I just told them ‘I’m nearly 70 and I’ve got autism; I’ve got disabilities, but I need to understand what you’re doing for me’.

“They got me a book and were very, very patient with me. I understand my heating system. If I’m unsure on something I can look in the book, or I can ring someone up and I know what the problem is and can tell them; it is a very big help."

The impact
With clear explanations and consistent support, Queenie felt comfortable using her new heating system and reassured throughout the process.

She said: “When you live alone and don’t have close family, and you’ve got a disability, and there’s big changes it is very invasive. So, to have someone clearly explain it has made such a big difference.”

What changed
Queenie’s experience and feedback have helped us improve how we support other customers through the retrofit process.