Helps installers and Resident Liaison Officers close out retrofit jobs with confident walkthroughs, plain-language explanations and honest expectations about energy bills.
This course equips installers and Resident Liaison Officers with the skills to close out a retrofit installation well. It covers running a confident final walkthrough, explaining common retrofit measures in plain language, setting honest expectations about energy bills, and handling the everyday quirks of new technology before they turn into complaints.
Post-installation walkthrough, Resident communication, Heat pump, Solar PV, Loft insulation, External wall insulation, Smart controls, Defrost cycle, Energy bills, Legionella protection cycle, Condensation, Resident Liaison Officer (RLO), Plain language, Call-back avoidance
Through contrasting resident reactions to the same heat pump installation, you'll explore why the final conversation before leaving a property matters as much as the installation itself. You'll understand how residents who feel informed and unabandoned are more likely to stay engaged with the programme, report problems early, and recommend the scheme to neighbours, setting up the module's four learning outcomes: conducting a confident walkthrough, explaining measures in plain language, setting realistic expectations, and directing residents to the right support.
You'll learn that the final 15 minutes before leaving a property is a structured close-out conversation, not a formality, and that it must always cover what was and wasn't installed, how to live with the system, and who to contact if something goes wrong. You'll practise translating common measures — heat pumps, solar panels, loft insulation, external wall insulation, and smart controls — into plain-English explanations residents actually need. You'll also learn how to set honest expectations about energy bill savings, contrasting overpromising language with an honest explanation of what the measures are designed to do.
You'll work through the common quirks of retrofit technology that generate resident queries, and how to explain each one in reassuring, plain language. For heat pumps, this covers the defrost cycle, cooler-feeling radiators, the inefficiency of switching heating off overnight, slower hot water recovery, and the weekly legionella protection cycle. For solar PV, it covers apparently inactive panels on cloudy days, the inverter shutting down, and the safety shutdown during a power cut. You'll also cover condensation and loft storage changes following insulation work, and smart control behaviours such as weather compensation and schedule overrides - while learning that any genuine fault should be reported to the programme helpline rather than resolved on the spot.
