As the Future Homes Standard (FHS) is adopted across the housing sector, landlords and managing agents will play a critical role in helping residents successfully transition into low energy, all-electric new homes.
While much attention is being given to designing and building these homes, customer experience after completion is equally important. Residents moving into homes with technologies such as low-temperature heating systems (e.g. heat pumps), solar PV, mechanical ventilation and smart time-of-use energy tariffs will require additional support to understand how to operate their new homes effectively to release the benefits.
Published as part of the Future Homes Standard Essentials series, this guidance has been developed by the Future Homes Hub and the Good Homes Alliance to provide practical hints and tips for landlords, managing agents and resident engagement teams, helping them deliver a consistent, positive customer journey from marketing and letting through handover, aftercare and future tenancies.
The guide focuses on low and medium-rise rental homes and provides practical actions that organisations can embed within their own customer journey processes to improve resident understanding before they move in, deal efficiently with questions during occupation and help residents realise the benefits of low energy, all-electric new homes.