Updated 28 July 2026
As part of the Future Homes Standard (FHS) Implementation Plan, the Future Homes Hub Consumer Implementation Group (IG) has been developing learning material to map the consumer journey, highlighting key stages of interaction, learning outcomes, as well hints and tips for good practice.
This was initially based on research to gather learnings from a wide range of housebuilders and developers, who have, or are in the process of delivering low energy, all electric homes at scale, with specifications relevant to the Future Homes Standard. A focus of the activity was on the transition to heat pumps and electric heating, hot water, and cooking.
The learnings report was informed by 10 x deep dive research interviews with a wide range of new homebuilders and developers, operating in the private for sale and affordable for rent housing sectors.
All developers are building new homes with Future Homes Standard technologies, either as site trials or business as usual developments. Many smaller developers are very experienced in the use of heat pumps and PV. The focus of the interviews was particularly the consumer journey, with a deeper emphasis on consumer experiences of heat pumps
Download the full report below to find key learnings and examples of consumer information strategies designed to ensure positive consumer outcomes.
This work informed two further guides developed to provide practical hints and tips on how to deliver a consistent, positive customer journey from marketing, sales and letting through handover, aftercare and future tenancies.