Why councils partner with RES CIC
Warm Homes delivery rises or falls on the resident journey. Many authorities have lean teams, competing priorities, and complex eligibility rules to navigate across schemes (ECO4, Great British Insulation Scheme, Local Authority Flex). RES CIC is a not-for-profit with qualified Retrofit Advisors and Assessors who can operate as your resident support function, so you can scale quickly, reduce administrative pressure, and achieve outcomes with confidence.
We take on the heavy lifting
Eligibility, checks & documentation
Person and property eligibility triage, evidence capture, and scheme-compliant audit trails.
Applications & liaison
We manage forms, GP consent (for ECO Flex where applicable), data permissions, and coordination with contractors and energy suppliers.
Resident engagement
Multilingual, plain-English guidance; in-home visits or remote consultations; 24/7 multi-lingual real-person live chat; out-of-hours phone support.
Qualified advice
Retrofit Advisors/Assessors who can recommend measures and conduct home energy assessments.
Data, MI & compliance
Secure handling aligned to UK GDPR; performance dashboards, SLAs, and exception reporting.
Community outreach
Local sessions to raise awareness and generate interest and referrals.
What our Customer Journey Support (CJS) covers
Outreach & awareness
Targeted comms, community sessions, and referral partnerships (landlords, charities, health and social care) to build a steady, eligible pipeline.
First contact & pre-screen
- Simple, multilingual questionnaires (phone, web, live chat).
- Initial person eligibility (income, benefits, health criteria for Flex) and property eligibility (tenure, archetype, EPC, heating type).
Evidence capture & applications
- Document checklists and assisted completion (benefit evidence, tenancy/landlord permissions, GP consent for ECO Flex, ID and residency).
- We submit or support submissions into the relevant scheme workflow.
Assessment & advice
- Home energy assessments by our qualified team.
- Measure recommendations aligned to scheme rules and your local priorities (e.g., fabric-first, hard-to-heat homes, rural/off-gas).
Coordination & scheduling
- Liaison with installers/contractors, landlords, GPs (where applicable), and energy suppliers.
- Resident-friendly scheduling with reminders and contingency support.
Installation support & safeguarding
- Resident care calls, access support, and reasonable adjustments.
- Clear escalation routes for vulnerabilities and safeguarding concerns.
Post-install verification & handover
- Documentation collation (photos, certs, warranties).
- Resident education on using new technologies effectively.
Reporting, audit & continuous improvement
- MI dashboards and compliance records ready for audit.
- Insight loops to refine targeting and improve uptake.
Person vs. Property eligibility made simple
We keep residents informed at every step, reduce drop-offs, and shorten cycle times from referral to install.
Person eligibility:
Income and benefits checks (where required).
Health-related routes for Local Authority Flex (with GP consent where applicable).
Household composition and vulnerability factors.
Property eligibility:
Tenure verification (owner-occupied, PRS, social).
EPC and archetype screening; heating type and fabric status.
Prior measures and suitability for target interventions.
Delivery models to suit your setup
Arrange a free consultationFully managed service – RES CIC operates the resident journey end-to-end under your banner.
Co-delivery – We augment your team at defined stages (e.g., eligibility, evidence capture, or assessments).
Overflow & surge – Rapid capacity for peaks in demand or targeted campaigns.
Accessibility, inclusion & safeguarding
Multilingual comms and interpreters; Easy Read materials.
Out-of-hours support and 24/7 live chat with real people.
Home visits for digitally excluded or vulnerable residents.
Trained staff following safeguarding and data-privacy procedures, with secure data handling aligned to UK GDPR.
Measurement & assurance
We report on:
Referral volumes, conversion rates, eligibility outcomes.
Time-to-contact, time-to-install, and completion rates.
Equity of access (demographics/ward coverage), complaint rates, and resident satisfaction.
Audit-ready document packs per resident.
Why RES CIC
Not-for-profit partner focused on social value and outcomes.
Impartial energy advice, where nobody gets left behind.
Qualified Retrofit Advisors and Assessors with current scheme knowledge.
Scalable resource to match your local delivery profile.
Joined-up liaison with landlords, GPs (for Flex), contractors, and suppliers.
Consistent resident experience that builds trust and uptake.
You can book a call for either 15 or 30 minutes to discuss your business needs by clicking below:
FAQs
Can you work under our branding?
Yes. We routinely provide dual branded resident support and align to your comms standards. Our impartiality means we can build trust and strong community relations, whilst providing reassurance through your presence and support.
What data systems do you use?
We fully comply with all GDPR standards and use HubSpot CRM to securely manage data.
How quickly can you mobilise?
We scope your volumes and pathways, then deploy a phased go-live with agreed SLAs.
Can you just handle eligibility and paperwork?
Absolutely. Pick the services you need (eligibility, applications, assessments, or full end-to-end) and we can tailor a package to suit your needs.
Let’s de-risk your Warm Homes delivery.
Book a 30-minute scoping call with RES CIC to map your resident journey, agree SLAs, and define the quickest path to measurable outcomes.
Still have questions?
If you cant find the answers you’re looking for here, please contact us.