Warm and Safe Homes in Fishwick
Social Impact Summary Report
The Warm and Safe Homes in Fishwick (WASH Fishwick) project was delivered by National Energy Action (NEA) in collaboration with Seddon Construction Limited (Seddon) and Aldrock Surveyors Limited (Aldrock).
In 2013, around 360 households in Fishwick had wall insulation put on their homes, as part of a national energy efficiency scheme that should have made the homes easier and cheaper to keep warm. For many, the choice of measures and the quality of the work was poor. As a result, many properties developed severe damp and mould.
While WASH Fishwick could not solve all the problems caused in 2013, it hoped to make things better for some of the worst affected households. Feedback from the residents involved in WASH Fishwick reported their houses being transformed into homes – places of comfort where residents feel safe, highlighting the vital connection between our home, health and wellbeing.
This report provides a summary of the background to WASH Fishwick, including the events that led to National Energy Action’s involvement, project design and delivery, the impact on the residents, community engagement, and the key learnings from delivery.
Timeline of events
2008:
The UK Government launched a £1 billion scheme to improve the energy efficiency of homes in disadvantaged communities.
2010:
The scheme was officially established, and new obligations were introduced for energy companies to fund retrofitting projects.
2012:
Funding was secured for a retrofitting project in Fishwick. By this time, there was growing urgency within the scheme to complete projects within required timelines.
2013:
In January, a final deadline was set for retrofitting projects to be completed by April. EWI was installed on 350 homes in Fishwick over March and April, but the work was undertaken without proper assessments of construction or building conditions.
Later in the year, residents began reporting significant issues, including damp, mould, water ingress, and structural damage such as collapsing ceilings.
2014:
Preston City Council documented extensive damage and received numerous health complaints from residents. Efforts to resolve issues were hindered by the dissolution of one of the key contactors involved in the initial work.
2015:
Funding of £1.5 million was allocated to address the most critical issues in 62 of the most severely affected homes. This included addressing insulation failures and structural damage.
2017:
Remediation work was carried out on these 62 homes, addressing insulation failures and structural damage. However, many homes in the community remained in disrepair. National Energy Action supported with community engagement during this process and supported with developing connections with householders, as well as issuing a survey.
2020:
In 2020, National Energy Action secured £4.5 million to support further remediation of homes in Fishwick. While earlier efforts repaired over 60 homes in Fishwick, many were left living with unresolved problems, in deteriorating and unsafe conditions.
The funding provided an opportunity to help repair the damage caused by previous work and offer meaningful support to the Fishwick community. From this, the WASH Fishwick project was created. Alongside the building works, National Energy Action undertook an evaluation of the impact and delivery of the WASH Fishwick project, combining social evaluation by National Energy Action’s Research Team and a technical evaluation by National Energy Action’s Innovation and Technical Evaluation team.
Done well, home insulation can make houses warmer, healthier and more affordable. National Energy Action is committed to ensuring these benefits are made a reality to as many affected households in Fishwick as possible.
WASH Fishwick aimed to work closely with the community, ensuring their voices were heard throughout all stages of the works. With this in mind, the project established the following guiding principles:
- Help those in the greatest need first
- Work with households to identify the right solutions for them
- Be honest and open about what we can do and what we cannot do
- Insist on exemplary work carried out to the highest standards
- Share the lessons learned to benefit projects in other communities
Project set-up
Delivery partners
WASH Fishwick was delivered with two key partners: Aldrock and Seddon.
Aldrock was appointed in April 2021 as the RICS-chartered building surveyor, principal designer, contract administrator, and CDM co-ordinator. Aldrock was selected following a rigorous application and due diligence process and knew the area and situation in Fishwick following its work on the 2018 Fishwick Repair Works Programme.
Seddon was selected as the main contractor following a competitive tendering process. Seddon’s experience in external wall insulation (EWI) projects, including remediation of prior failures, made it a suitable fit for the project. It is also a local organisation and works across the North West, which was a key factor when selecting the contractor for the project.
Household selection
Due to budget constraints and the scale of the repair work that was needed, not all the affected properties could be improved. Because of this, a process of mapping was carried out to ensure those most in need received works on their homes. The selection process was developed through establishing the physical condition of the properties, alongside understanding the circumstances of the residents. The process was guided by:
- The project aims and objectives, especially the aim of supporting those most in need
- A call for evidence among stakeholders to establish priority areas to consider when selecting households
- The development of a scoring system based on the household and property characteristics and circumstances to derive a priority order
The criteria above were examined alongside the property surveys, whereby homes which were affected by damp and mould, were difficult and/or expensive to heat, and which could potentially create or exacerbate health problems were identified by the delivery team.
This method identified 45 households most in need of receiving work, which were then split into two phases.
Work undertaken
The project aimed to address widespread defects in the previously installed insulation. Householders experienced many issues with the work that had been carried out on their homes, including water ingress, dampness and mould caused by inadequate and unsuitable wall insulation.
As a result of this, the remedial works designed by the WASH Fishwick delivery team involved:
- Insulation removal and replacement – faulty external wall insulation and unsuitable cavity wall insulation were removed and replaced with a durable 100mm K Systems E insulation system, covered with render and finish coats meeting warranty standards. It comes with a 25-year warranty.
- Structural and ventilation improvements – repairs included cavity ventilation via air bricks, reinforcement for weak masonry and installation of mechanical ventilation (Unity CV2GIP fans).
- Roof details – new flashing, guttering and roof work were completed to address water ingress.
- Energy efficiency upgrades – in phase one, windows without trickle vents were replaced with the thermal bridging adjusted where possible. In phase two all windows were replaced.
The work was carried out between June 2022 and February 2023 for phase one, and June 2023 and March 2024 for phase two.
Impact on households
A pre-works survey was undertaken with residents in Fishwick to capture information across the three key areas used for the mapping exercise – housing condition and comfort; health and wellbeing; and income and affordability. It also captured household characteristics.
Alongside the survey, a series of interviews with householders were also completed. These allowed for an in-depth exploration into the events that occurred in 2013 from residents’ perspectives and the impact it had on the families living in Fishwick. It also gave residents a chance to look ahead and discuss what changes they’d like to see in their homes.
Residents were also surveyed at three-to-six months and 12-18 months, across both phases one and two, to capture experiences shortly after the works in their homes were completed and perspectives after a longer period of adjustment. This provided insights over time and of residents’ experiences of living in their homes following the works. In-depth interviews over this period also captured insights into residents’ lived experiences.
Here, we present residents’ experiences, perceptions and the impact, including insight on how people feel about their homes, incidence of damp and mould, ventilation, ability to keep homes and how this influenced their health and wellbeing.
Satisfaction with the quality of the home
Before the rectification works, residents in Fishwick were overwhelmingly dissatisfied with the quality of their homes. Issues with damp, mould, poor air quality and inadequate ventilation were widespread among survey respondents. Two-thirds (65%) disliked the outside appearance of their homes, and just over half (52%) felt the same about the interior.
Residents told us how these issues gradually worsened, and described damp patches developing into mould, leading to peeling wallpaper and musty smells. This not only made living at home uncomfortable but caused embarrassment, leading to reduced social engagement, for example, avoiding inviting family and friends to visit.
In order to manage the level of dampness, over half of residents would leave windows open when they’d rather they were closed (54.6%) or use a dehumidifier (26.4%), increasing energy costs. Residents also reported using candles and air fresheners to cover the smell. Taken together, it is likely that indoor air quality will have been affected.
‘I don’t think it was even a couple of years. I think straightaway you noticed that there was loads of condensation in the rooms. It’s your immediate wall. That’s my front bedroom. That’s my kids’ front bedroom. That’s our front room as well. You can see the damp, literally, and the water stream coming down.’
-Fishwick resident, pre-works
Residents described the impact of the works on how they felt about their homes. A majority of residents (15 out of 18) engaged by the three-to-six months evaluation reported being satisfied or very satisfied with their home’s air quality, and noted reduced damp and mould (14 out of 18).
The work went beyond fixing the structural issues in the homes; the changes brought a sense of comfort and relief to the residents. Many reported no longer having to manage constant dampness or conceal bad smells.
The installation of trickle vents and extractor fans helped to improve air flow. For many, this meant their homes felt fresh and aired, without sacrificing warmth and comfort.
It was noted by residents how quiet they found the fans, and how quickly they removed steam and moisture from their kitchens and bathrooms.
‘Before I was always wiping the walls down and things like that, which I am not doing now.’
- Fishwick resident, post-works
Twelve to 18 months later, after allowing for more time at home, perceptions on the quality of the residents’ homes remained mostly unchanged, pointing to sustained improvements for many. A majority of residents continued to express satisfaction with the general air quality of their home, as well as with, again, the level of ventilation, damp and mould. Respondents told us that they were still using their trickle vents and fans, and could still feel a difference compared to before the works were completed. It is encouraging that behaviour changes associated with home energy use and ventilation associated with the intervention are being maintained.
Most residents continued to report satisfaction with the overall quality of their home at the 12-18 month stage, although reports of damp and mould were slightly higher than at the three-to-six-month stage.
This shift may reflect the natural settling of the homes, following the works being completed. As residents experienced both summer and winter seasons post-renovation, issues with the works may have made themselves apparent during this time. To address this, National Energy Action and Seddon conducted one-year follow-up checks to identify and resolve any problems as the homes adjusted following the works. Some of these issues, however, may not have been fully resolved before the evaluation data was collected. This does, nonetheless, point to the importance of building into retrofit and renovation programmes post-works checks.
Managing indoor air quality can be complex and is influenced by property-related factors as well as household routines. It is important to note that the Fishwick project supported the most vulnerable first, with many either living with a long-term health condition or disability themselves or living with someone with a long-term health condition or disability. As such, some household practices, such as doing laundry more regularly, or a greater need for heating, can influence the ability to easily manage air flow within the home.
Insights from the evaluation demonstrate the importance, not just on making the physical changes to the home, but on combining this with guidance on best practices for ventilation and air flow to support the long-term improvement to the condition of peoples’ homes.
‘I do open my trickle vents. I make sure that they are open, […]. And my kitchen one, I absolutely love it because I've got it at the bottom, I have that open all day.’
- Fishwick resident, post-works
‘I do actually feel confident since the work has been done, that I think it’s… do you know what it is? I feel like my house, right, I feel like, before, it was exposed. After the work has been done, I feel like… you know when you have those tea cosies [that] go on top of the teapot. It feels like my house is covered in that. So, in that sense, I feel really reassured, because I’m like, ‘Oh, I feel like it’s protected.’’
Fishwick resident
Experience of keeping the home warm
Prior to the rectification works being carried out, keeping homes warm was a significant challenge for many Fishwick residents. Two-thirds (67%) reported being unable to keep their home warm or finding it difficult to do so. The reasons for this included poor insulation (55.4%), the need to ventilate to manage damp (41.5%) and high heating costs (35%). The impact of the failed works contributed to this in two ways. While the solid walls had insulation fitted, the failures in the installation also limited the insulating performance, meaning homes did not keep the heat in well. This increased both the incidence of damp and mould and the demand for heating, consequently impacting the cost of bills.
‘The winters are absolutely ridiculous. I am having to, instead of saving my bills, I am actually having- paying double. My bills are so high, you know, my gas bills because I’m having to try to put the heating on to try to dry things out.’
- Fishwick resident, pre-works
Within three-to-six months of the rectification works being completed, residents reported noticeable improvements in their homes’ ability to retain heat. Over half (11 out of 18 surveyed) stated they could now keep their homes warm in colder months.
Residents shared how the new insulation and added ventilation changed how their homes felt. For many, rooms that were once cold and damp became warm and comfortable, allowing them to use heating less frequently and still maintain a pleasant temperature and living environment.
‘So, before, we were turning the heating on and it didn’t feel that warm, but now, we’re turning it on and we can see a huge difference, so we have to use less heating than before. It’s a big difference.’
- Fishwick resident, post-works
The majority of residents continued to feel the benefits of the works after 12-18 months, with most (11 out of 15) able to keep their homes warm.
Residents reflected on how the improvements had held up through seasonal changes, particularly during the colder months. Many still felt a significant difference in their homes’ warmth and comfort compared to before the works.
Despite the challenges of the energy crisis and rising energy costs, the structural improvements helped many to reduce their heating use, giving residents a sense of relief and providing some shield against the full impact of the rising cost of energy.
‘I do think it is going to make a positive difference, yes, with the bills […] I know I am spending less because I am not using the heating as much.’
- Fishwick resident, post-works
Impact of temperature and ventilation on health
Prior to the improvements made to residents’ homes, many households in Fishwick struggled with the effects of poor ventilation and low temperatures on their health and wellbeing. Over half (52%) said that their inability to keep their homes warm negatively affected their physical health, while 46% said it impacted their mental health. Additionally, poor ventilation was felt to be worsening the overall wellbeing of more than half (56.5%).
For many, home was not a place of sanctuary or comfort. The emotional toll of living in damp, cold homes was significant. Residents described being embarrassed by the smell and appearance of their homes. This contributed to feelings of anxiety about inviting people to their homes. At the same time, residents also expressed feelings of not wanting to spend time in their homes and the exhaustion of constantly cleaning or redecorating to hide the damage caused by damp.
The physical health risks were equally concerning but also associated with emotional distress. For example, a parent shared feelings of guilt over their child’s respiratory issues, wondering if the damp environment had contributed to their condition.
‘My son has sleep apnoea now, and I wonder if the damp in the house has made it worse. I feel guilty because it was my decision to put the insulation in.’
-Fishwick resident, pre-works
Within three-to-six months of the works being completed, many residents began to notice improvements in how the temperature and ventilation of their homes affected their health and wellbeing. Better ventilation systems and improved insulation led to a noticeable reduction in damp and mould, and many reported that their homes felt fresher and more comfortable.
Although benefits were clear, some residents reported still struggling with the cost of heating their homes which, for some, continued to impact their ability to maintain a consistently warm environment. Improvements in ventilation, however, meant that residents no longer had to leave windows open to help with the damp, at the expense of keeping the home warm.
‘Before, we had to keep the windows open for the damp, but now the air feels better without needing to do that’
- Fishwick resident, post-works
After more than a year post-renovation, most residents continued to experience lasting improvements in their homes with lower incidences of negative health impacts associated with cold and poor ventilation. Most residents no longer felt that their homes were cold or damp, and many talked of feeling comfortable and protected.
Residents reported greater confidence that their homes could maintain warmth through winter, with better ventilation systems preventing the return of damp and mould. This sense of security was particularly important for those managing health conditions or caring for vulnerable family members.
Homes have been transformed and the difference the work has made to the homelives of the residents in Fishwick has revealed the close ties between the home, health and wellbeing. Post-works, respondents talked of improved social interactions, opening up their homes to friends and family, and their guests often noticing a difference in the smell and temperature of the homes. The impact of the Fishwick renovations beyond warmth, affordability and thermal comfort is evident in residents’ testimonies. It is observed in strengthened social ties, improved self-esteem and contentedness. In one case addressing the impact on an elderly parent, we were told that ‘they now walked taller and were proud of their home again’.
‘I’m not worried about it being cold [now]. I know the insulation will make a difference.’
- Fishwick Resident, post-works
‘I can’t say enough good things and praise for the NEA team and all the people who were involved. I can’t say enough of it because no amount of thanking you is enough really, your team or the charity itself. You managed to restore some level of comfort and happiness in my mum, which I never thought was going to be there.’
Fishwick resident
Satisfaction with the work and delivery teams
It was important to understand how projects like WASH Fishwick can and should be delivered and what the lessons of good practice are that could be shared. Contributing to this, feedback on the process of taking part in WASH Fishwick was gathered from residents who reported high levels of satisfaction. A large majority of residents reported that they were either very satisfied or satisfied with their experience post-works at both the three-to-six-month stage and 12-18-month stage.
Residents’ experience of working with both National Energy Action and Seddon pointed to the importance of good communication. Residents appreciated the communication between themselves and Seddon and praised the contractor’s flexibility in approach and willingness to work with households and their routines.
Visibility of and accessibility to National Energy Action and contractors was also important. Residents appreciated how visible and approachable Seddon was in the community – the contractor was available to talk through any issues and provide reassurance that the work was being overseen and completed to a high standard. When issues did arise, many householders reported the problems being rectified quickly and contractors responding quickly to feedback.
Relationship building between the contractors and the households was a vital part of the project following the failed works carried out in 2013. Residents explained that their previous experience had been poor, characterised by unannounced visits and limited-to-no effective communication about the plans of works to their homes. Conversely, residents engaged in the evaluation praised the level of care and attention from the WASH Fishwick project team, with one respondent commenting on the aftercare provided following the works being completed.
The WASH Fishwick project prioritised placing the community at the centre of its efforts, focusing on collaboration rather than imposing decisions. Early data collection demonstrated a wariness and lack of trust from householders associated with the failed works in 2013. The feedback received from householders reveals the success, and importance, of the approach, alongside the impact of the work itself.
‘They tried their best to have the least disruption to us, considering we had children and they had to do work inside my house as well […] I think everyone was, you know, kind, understanding. All communications have been good, so, I think, overall, you know, I’m glad that, actually, we got this done and I did say yes and get this done.’
- Fishwick resident, post-works
‘I am grateful for NEA , for everything that they have done. I think it has made- I mean financially it will make a positive impact, but I think mentally as well. For the whole family, it will make a positive impact.’
Fishwick Resident
Community engagement
The WASH Fishwick project placed a strong emphasis on working closely with the community. A member of the WASH Fishwick project team reflected, ‘Instead of doing to the community, it was about doing with the community and really trying to take them along on the journey.’ This approach was particularly vital given residents’ prior negative experiences, where they felt as though they were not listened to and abandoned when earlier works went wrong. As one team member put it, ‘[In the past] they were very much done to and not engaged with.’
This section explores how the team engaged with residents, overcame challenges and built trust through two distinct phases of the project. It also includes valuable feedback from residents and staff on how communication and engagement could improve in future projects.
Phase one: laying the foundations of trust
Building trust in the early stages of phase one proved challenging due to the project’s early stage of development – it wasn’t clear to National Energy Action exactly what work they would be able to carry out or on what scale. For instance, early information provided was misinterpreted by some residents as firm commitments as to what would happen and consequently led to disappointment when budgetary or logistical limitations altered the plans. A team member reflected, 'It was a really lengthy document…[people] interpretated that as ‘it’s going to happen.’' Managing expectations became a key learning point for the team.
Despite early hurdles, the team made steady progress. Key to this was the project team being a consistent presence in the community, fostering trust through face-to-face interactions. Feedback from community insight panels also shaped communication strategies, including shifting from letters to text messages and phone calls to meet residents’ preferences.
Phase two: learning and adapting
Lessons from phase one informed a more streamlined approach in phase two. The addition of a local Community Liaison Officer (CLO), who was recruited from within the Fishwick community, significantly improved trust and communication. The CLO served as a vital bridge between residents, contractors and the project team. Reflecting on this, a team member noted, ‘Having an in-house community liaison officer rather than external improved relationships and allowed better communication.’
Broadening communication methods, such as creating WhatsApp groups, also enhanced engagement. As one team member explained, ‘WhatsApp groups…were the best. People really engaged with that.’ These tools ensured that residents stayed informed and could easily share concerns or feedback.
Resident feedback: insights and lessons
Residents appreciated many aspects of the project but also identified areas for improvement. Their feedback highlighted key themes across four stages of the project:
Initial contact
Previous experiences with the organisations involved in the early works carried out in 2013 meant residents were wary of particular forms of communication. Residents were cautious of door-knocking and other unannounced outreach. Tailored communication, like advance letters for elderly residents and emails for working families, was crucial in building trust and ensuring information reached everyone in the community.
Pre-works
Residents reported that the number of property and/or household surveys completed by both Seddon and National Energy Action increased the trust in the quality of work. Having regular home visits and calls increased confidence and perceptions that the project was legitimate and could be trusted.
However, delays to the works starting — exacerbated by the pandemic — caused frustration. Residents suggested providing written records of agreed-upon work to manage expectations and maintain clarity.
During works
Householders had a lot of positive feedback for the communication during the time the works were being carried out. Contractors were described as accommodating and approachable, with households appreciating being kept up to date. One resident, for example, liked knowing exactly when scaffolding was being removed so they could inspect for damages, making them feel involved and listened to.
However, missed appointments and challenges with clearing up equipment following the completion of works highlighted the need for improved scheduling and follow-up processes. The CLO played an essential role in resolving issues quickly and efficiently. Most householders reported that the CLO was essential as they acted as a gateway between Seddon and householders. Any issues could be reported to the CLO via WhatsApp, over the phone, or by popping into the local community centre. The CLO also helped to co-ordinate works between the contractors and householders and established strong bonds of trust with residents.
Post-works
Follow-up visits were highly valued by residents, as was the 12-month defect detection period but suggested additional resources, like guides on managing ventilation or damp, would have been useful to support their daily practices moving forward. They also recommended a clear point of contact for long-term support, such as a checklist with relevant contact details.
Overall, residents were happy with the level of communication and community engagement over the course of the project. Feedback from the project team highlighted the positives of the approach to communication, alongside challenges, and discussed the lessons learned between the phases, factoring them into future delivery as far as possible. Feedback from the community and delivery teams also shows where the approach to engagement can be fine-tuned for future projects and a series of recommendations can be found in the final section of this report.
Project delivery
The WASH Fishwick project faced several challenges during its delivery, from accessing accurate data to adapting to unexpected constraints. Early on, the team struggled to obtain reliable records about the homes and previous works done. It was commented that ‘still today, we don’t know exactly which home got what [work done previously].’ This highlighted a critical lesson for future projects: ‘As soon as possible… get accurate data and records… because that really provoked a lot of confusion.'
Budget limitations also required a need to focus on the immediate problem of rectifying the problems caused by failed external wall insulation rather than attempting to build in additional energy efficiency works unrelated to the failures. This decision allowed the team to repair more homes within the available budget, ensuring meaningful impact despite constraints.
However, scaling back the original vision led to some disappointment within the community. One team member noted, ‘We had this blue-sky thinking… to fix all the homes. But as this was reduced… a lot of fast-paced changes had to happen.’ Transparency and open communication with the community within Fishwick helped the team to manage expectations and maintain trust with residents.
Securing contractors was more difficult than anticipated due to the project’s high-profile and high-risk nature. One team member said, ‘It was really hard to get a contractor… no one would agree to do this contract without having… everything signed up... So it's a little bit…hard…the tendering process and actually contracting the process.’
Despite these challenges, the team fostered strong partnerships between contractors, consultants, and residents. A ‘triangle’ of effective communication kept the project aligned and collaborative: ‘Having that effective communication… I think that triangle worked.’
Navigating Covid-19
The global pandemic introduced further complexities, delaying the start of physical works and limiting in-person engagement. In order to carry out technical monitoring, equipment had to be mailed to residents with detailed instructions, raising concerns about data accuracy: ‘We lost control over the accuracy… because we had to send [equipment] out [in] the post.’
The team adapted their communication strategies, using letters and newsletters to keep households informed. One team member explained, ‘the biggest impact of Covid was we were not able to do a lot of face-to-face events and meetings.’ Despite these restrictions, the team maintained strong relationships with residents through regular phone calls and reassured them that the project was moving forward.
Recommendations
Following the evaluation and analysis of insights from residents and delivery teams, the following recommendations are suggested for future similar projects:
Planning
As far as is possible, clearly defining the project scope and objectives before communicating the aims of the project to residents is important in building trust and managing expectations.
Community engagement
Allow time for trust to develop within a community, especially where households have had negative experiences in the past.
Prioritise relationship building and establishing trust in the community during the early stages of the project. This may include buy-in from a trusted name, for example, the local MP or community leader.
Communication should be tailored to householders’ needs, considering vulnerabilities and ensuring information reaches people in a format that they are comfortable with. This should also account for language barriers and need for translation, including having such skills among team personnel.
Future projects should consider embedding a local Community Liaison Officer very early in the project. The role of the Community Liaison Officer was critical to the success of WASH Fishwick project. They should be a local, visible face that is easily contacted, spoken to face-to-face and who can support and/or provide translation. The trust developed with the Community Liaison Officer also enables an effective liaison point and support for communication between householders and builders.
Managing relationships whilst work is carried out.
Provide a written record of works that will be carried out through follow-up emails to discussions and what is going to happen would help to avoid disappointment at later stages and manage expectations.
Ensure builders are visible, accessible and approachable in the community, through having offices in the community centre.
Tailor building works to the support needs of householders, e.g. checking if vulnerable residents wanted to be present at home during the works or fitting work in around the routines of young families.
Establish good communication between builders and householders to ensure builders arrive on time. Pre-contact the householder if they are unable to attend the appointment, particularly paying consideration for those who work and have caring responsibilities.
Aftercare
Ensure documentation is available in a range of formats to suit the householder preference.
Allowing a 12-month window before completing the final sign-off meeting is important to allow households to communicate and have any initial issues in their home.
Work with residents on how to manage ventilation and damp within their homes, recognising the links between the physical changes to the house and how residents live in their homes.
Provide residents with a guidance package that outlines the warranties and guarantees for the works, with detailed information on where to access help if anything goes wrong, and how to claim in that event.
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