Large-scale social housing retrofit is central to tackling fuel poverty and meeting carbon targets. Yet delivery is often undermined by weak and inconsistent resident support. Where communication is inconsistent or support is under-resourced, programmes face refusals, delays, complaints, and misunderstood and improperly used systems.
Evidence from the Retrofit for All research shows that this is not primarily a technical challenge, but a gap in how resident engagement is structured and resourced.
To address this, we have published a new policy concept note: Towards a national standard for resident liaison officers in social housing retrofit
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About this concept note
The concept note sets out how this challenge can be addressed by developing a best-practice standard that clearly defines the Resident Liaison Officer (RLO) role and how it is valued within social housing retrofit programmes.
The RLO would act as a trusted point of contact for tenants throughout the retrofit process, ensuring clear communication, accessible information, and practical support before, during, and after works. Crucially, the role would be embedded within delivery structures so that tenant needs are understood, valued and acted upon in social housing retrofit projects, helping to resolve issues quickly, and build trust.
The paper draws on evidence from the Retrofit for All project, including tenant-led research, provider interviews, and service design work exploring how publicly funded retrofit can advance people-centred approaches to retrofit.
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Who it’s for
The paper is designed for policymakers, social housing providers and organisations involved in delivering publicly funded retrofit.
It will be particularly useful for:
- Policymakers and standards bodies shaping retrofit policy and guidance
- Registered providers and local authorities delivering retrofit programmes
- Delivery partners supporting retrofit programmes in social housing
- Tenant engagement organisations advocating for improved tenant engagement in retrofit
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How it can be used
The concept note provides an evidence-based case for embedding resident liaison as a core part of retrofit delivery.
It brings together insights from tenant research, housing provider experience, and case study evidence to show how structured resident support—properly resourced and valued within organisational culture—can improve programme outcomes.
It also outlines practical implementation routes, including:
- Establishing a voluntary national engagement standard for retrofit
- Piloting the Resident Liaison Officer role through strategic authorities
- Developing national guidance and competency standards
- Embedding engagement requirements into retrofit funding frameworks
These proposals aim to ensure that public investment in retrofit delivers outcomes that matter to residents as well as meeting carbon targets.
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Access the Resources
To download the policy concept note, please fill out the form below. Once submitted, you’ll be redirected to the resource download page.