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Working with customers to make net zero carbon a reality

Working alongside the Chartered Institute of Housing, we gathered the views of 900 customers to help us understand our social rented households’ priorities around the net zero carbon agenda, as well as to examine what matters to them in relation to their environment.

There are difficult and complex environmental challenges that face us all in accelerating the decarbonisation of UK homes, but to date there has been little consideration of what the impact is for customers.

Many of the changes required will involve substantial costs, with home buyers, owners, landlords and the Government facing the cost of higher new home standards and of retrofitting, whilst customers face the potential for increased costs to heat their homes. There is a real challenge ahead to meet these competing demands.

Working alongside the Chartered Institute of Housing, we gathered the views of 900 customers to help us understand our social rented households’ priorities around the net zero carbon agenda, as well as to examine what matters to them in relation to their environment.

This study, which is one of the first in-depth pieces of work of its kind, underlines that working collaboratively and engaging our customers throughout the course of this process is fundamental to the net zero carbon transformation. The findings and recommendations made offer invaluable insight into how the sector can work towards decarbonisation plans whilst ensuring customers are at the forefront of the decision-making process.

Read the full report