- We offer end-to-end customer journey support, delivered by qualified retrofit pros, from outreach and home energy assessments to coordination with installers/suppliers and handover.
- We offer an accessible, safe and compliant customer journey with multilingual comms, home visits, 24/7 real-person live chat, out-of-hours phone support and secure GDPR approved data handling.
- Cut admin and cycle times, boost conversions and installs, with dashboards, SLAs, audit-ready packs and flexible delivery models, fully managed.
For many local authorities, delivering Warm Homes schemes is a matter of capacity. Stretched teams juggle competing priorities while managing tricky eligibility rules across ECO4, the Great British Insulation Scheme and Local Authority Flex.
Residents need clarity and hands-on help to move from first enquiry to install. That’s where RES CIC’s Customer Journey Support (CJS) comes in: an end-to-end resident engagement, eligibility and administration service delivered by qualified retrofit professionals.
The challenge councils face
Warm Homes delivery succeeds or fails depending on the journey each resident takes. Complex criteria, evidence gathering, data permissions, GP consent and multi-party coordination all create friction. Add to that the language barriers, digital exclusion, safeguarding considerations and spikes in demand, and even the best-designed local programmes can stall, leading to drop-offs, long cycle times and missed targets.
Your not-for-profit customer delivery partner
RES CIC is a social enterprise with trained Retrofit Advisors and Assessors who operate as your resident support system. We help you scale quickly, reduce administrative pressure and deliver; all while maintaining an impartial, trusted experience for your residents. Because we’re not-for-profit, our focus is strictly on social value.
Every resident’s journey, made simpler
Targeted communications, community sessions and referral partnerships with landlords, charities and health and social care
Simple, multilingual questionnaires by phone, web or live chat
Assisted completion of checklists (ID, residency, tenancy/landlord permissions, benefit evidence, GP consent for ECO Flex)
Qualified home energy assessments and measure recommendations aligned to scheme rules and your local priorities
Liaison with installers, landlords, GPs (where applicable) and energy suppliers
Collation of photos, certificates and warranties, plus practical guidance so residents know how to use new technologies effectively.
Accessibility issues solved
We can offer multilingual, plain-English guidance as well as interpreters and easy read materials,24/7 real-person live chat; out-of-hours phone support and home visits for residents who are digitally excluded or vulnerable. Data is always handled securely and aligned to UK GDPR.
Progress measurement and continuous improvement
You’ll receive access to performance dashboards and monitoring at your fingertips. We track referral volumes, conversion and completion rates, time-to-contact and time-to-install, complaint rates and resident satisfaction, with audit-ready document packs per resident.
If you’re ready to take action to eliminate drop-offs, get cycle times to a healthier level and influence more life changing installations in your council area, protecting residents and alleviating stress on your team, book a call to see how RES can work with you on your customer journey.