Why has my home been chosen to have energy efficiency measures?
Your home has been picked as we’re making improvements to our least energy efficient homes first. We base this on two things, the energy performance certificate (EPC) rating for your home or our stock condition survey records. Not every home will have a current EPC rating in place, as they’re valid for ten years and they’re not a legal requirement. You can find out if your home does have one by searching on the government website here. We’re aiming to make all our homes EPC C and above by 2030, so homes with an EPC rating below this will be part of this or a future energy improvement programme.
A stock condition survey is something Futures does every five years. We check your home and look at things like the wall type and loft insulation. If your home needs upgrades then this is another factor we take into consideration for retrofitting. We sometimes also use external surveyors to complete the stock condition surveys.
Do contractors and surveyors have ID?
Our contractors and surveyors will always carry identification. If you ever have any doubts or concerns, please don't hesitate to call our customer services on 0300 456 2531.
Can I refuse to have my home retrofitted?
If you have concerns or questions about any planned works, we encourage you to talk to us. We're here to address any issues or queries you may have. Please call our Sustainability team on 0300 456 2531 or email sustainability@futureshg.co.uk.
If scaffolding is needed, how long will it be up for and will it cause access problems?
If the work needs scaffolding the time it’s in place varies and depends on what's being done. Please be assured we'll discuss any access issues and special requests with you. After the survey, our contractor, SBS, and Customer Liaison Officer will provide more details.
Will there be any follow up support from Futures to support communication with the contractors?
Yes, our Customer Liaison Officers are there to help if there’s anything you’d like to speak to us about.
I think I’ll need some help to prepare. What should I do?
Speak to us! Our Customer Liaison Officers are there to support you throughout the whole journey. If there’s anything you need help with, let us know. Along the way, our team and SBS will check with you in case you need any additional support.
What happens after the work is done? Will you give me information about what you've installed?
Yes, both Futures and our contractors will check all measures have been installed properly and that you’re happy with everything. We’ll also give you some guides with more information about the new measures at your home.
Can I pay for my own solar panels to be installed and sell energy back to the grid?
If your property has solar panels, you can use the electricity they generate for free when the sun is out. But you can't change or alter the systems we install. This means you can't add batteries to store extra power or sell any extra electricity back to the grid using a Smart Export Guarantee tariff or similar.
If you want to install and take care of your own solar panels and batteries, this would be different. Please contact us if you need further support with this.
