Customer Update 3 October 2025

Dear Customers,

Thank you for your continued correspondence. We have now completed our review of the concerns you raised at Stage One of the complaints process. Please find below our position on the matters outlined.

Thank you once again for your continued engagement and support. Following our initial response on 12 September, we’d like to extend our sincere appreciation to everyone who attended the customer engagement event on 19 September. Your time, feedback, and the thoughtful conversations shared during the session were truly valued.

During the event, residents had the opportunity to speak directly with Tenancy Coaches, Contractors, Consultants, and members of the Project Delivery Team, including the Heat Network and Neighbourhood Teams. Presentations were delivered by our Director, Fairheat, and the wider delivery team, offering insight into the upcoming works and their benefits.

Attendees were also able to view the Guru in-home display and access printed materials, including FAQs and a timeline of the planned works.

Update on Works

Works officially began on Monday 22 September, with heating scheduled to be turned off from Wednesday 24 September. While some disruption and noise are expected, works inside individual homes are due to commence from Monday 27 October.

Portable heaters have already been delivered to many residents. We understand that needs vary—some residents have indicated they may not use the heaters, while others may require additional support. We’re here to help and will continue to respond to individual needs.

Key Points from the Engagement Session

• Meeting Format: A few residents shared that a more formal presentation earlier in the process would have helped clarify the scope and benefits of the works. We appreciate this feedback and will consider adapting future sessions to better meet your expectations.
• Fairheat Findings:

The optimisation study confirmed:

• Existing boilers will remain in place.
• HIU units are compact and designed to minimise space usage.
• Radiator size and thickness will remain largely unchanged.
• Heat meters and in-home displays will help residents monitor energy usage more effectively.

• Project Benefits Include:

• Reduced overheating in communal areas.
• Lower carbon emissions.
• Cost savings, as residents will only pay for the energy they use.

• Consortia Update:

• Surveys will be completed prior to installation (where not already done).
• Works are scheduled to be completed by 8 December.
• Once installed, the new heating systems will be ready for immediate use, removing the need for temporary heaters.

Additional support was outlined during the event, and colleagues remained available afterward to address individual concerns. One-to-one support will continue to be available throughout the works.

Clarification Regarding the Petition

Toward the end of the session, some residents clarified that the petition relates specifically to the timing of the works, rather than opposition to the works themselves. This is an important distinction and differs from the wording previously shared with the MP and Great Places.

We fully understand the concerns around timing and remain committed to working closely with residents to minimise disruption and ensure clear, timely communication throughout.

While we recognise that carrying out works between September and December is not ideal, we’ve worked hard behind the scenes to mobilise quickly and reduce the overall schedule. Our aim is to complete the works before Christmas, ensuring improvements are delivered as efficiently as possible.

In addition to the heating upgrades, we also wanted to allow time for communal decorating works to be completed before the end of the financial year, aligning with wider improvement plans.

Support and Next Steps

We’re committed to supporting residents throughout this process. Whether you need additional heaters, help with running costs, or alternative solutions, please don’t hesitate to reach out. Our priority is to ensure no one is left struggling during this period.

The schedule for when Consortia will be working inside individual properties will be confirmed and shared before 3 October to help residents plan accordingly.

If you require any additional support or adjustments, please contact Emily Houston (CLO) on 07547 351898 or speak to the contractor on site. It’s important that anyone needing assistance contacts us directly so we can arrange support on a one-to-one basis.

Please note that we will not be sharing the presentation slides, but all relevant information is available on our Voice page, included in the FAQs section.

Thank you again for your cooperation, feedback, and continued engagement.

If you would like a hard copy of the petition response, please contact customerfeedback@greatplaces.org.uk