Retrofit success threatened by lack of post-handover guidance

17 September 2025

Billions of pounds pledged for making homes more energy efficient could fail to deliver their intended impact unless residents are supported to use low-carbon systems effectively, new research suggests.

A study by BSRIA, the building services testing and research body, shows that while almost all construction professionals recognise the importance of occupant behaviour in achieving energy savings, most projects are not being followed up once residents move in. The findings raise concerns that the government’s £13.2bn Warm Homes Plan, confirmed in the 2025 Spending Review, may not achieve its full ambitions unless greater emphasis is placed on post-occupancy evaluation.

The report found that 76% of professionals admitted they do not prioritise post-occupancy checks, despite evidence that the performance gap between predicted and real-world outcomes can be as much as 300%. Such discrepancies, according to BSRIA, often arise when households are unfamiliar with new heating systems and environmental controls, resulting in higher running costs and reduced efficiency.

Consumer awareness also remains low. More than half of households surveyed said they did not know what retrofit means, and only a third believed that such works would reduce energy use. Around half of homeowners were unclear about the role of retrofit in meeting carbon targets.

Tom Garrigan, executive director at BSRIA, says that implementing retrofit measures without proper support leaves both energy savings and comfort levels at risk. He argued that handovers should go beyond installation and include education to ensure homeowners understand how to operate low-carbon technologies.

“For housebuilders and developers, the handover of a retrofitted home can’t be the end of the story: implementing measures alone is not enough. Performance issues emerge when occupants don’t fully understand low-carbon systems and indoor environmental controls, leading to higher running costs and missed targets.

“While there has been progress in some areas of the market, it’s critical that the wider industry prioritises occupant education to ensure that homes work for people in practice, not just on paper.

“This doesn’t just apply to retrofit projects, either. With the Future Homes Standard approaching, residents in both new builds and refurbished buildings will require greater support to confidently manage longer heating cycles, responsive controls, and new approaches to comfort and efficiency.”

The study also showed strong industry appetite for retrofitting, with 62% of professionals saying it offers greater benefits than new housing. However, BSRIA warned that next-generation homes require new approaches to handover, combining diagnostics, product testing and user guidance to ensure that upgrades deliver long-term results.

The organisation said it would continue to promote research and training in this area to help close the gap between retrofit ambition and real-world performance.