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COUNT US IN

Helen Amoako

Environmental Performance Coordinator

Yorkshire Housing provides more than 16,000

homes throughout Yorkshire.

YORKSHIRE HOUSING

OUR GENERAL APPROACH –

STAFF EMPOWERMENT!

PROPERTIES

CUSTOMERS

Range of customers involved

including:

• Elderly

• Families

• Single person households

Letters

Phone calls

Door knocking

Coffee morning

RECRUITMENT

68 households engaged.

We expect that some will drop out during the course

of the 18 month period.

We are required not to let the number of customers

drop below 50.

RECRUITMENT

This visit included:

• Energy use questionnaire

• Action plan

• Read gas / electricity meter

• Install OWL electricity

monitor

CUSTOMER VISITS

Allow more time for visits.

Carry out visits at the same time as recruiting

customers (or within a tighter timeframe) as

customers dropped out between recruitment and

visits.

CUSTOMER VISITS - LESSONS LEARNT

Missed opportunity – we should have provided

more energy efficiency advice at these visits.

The electricity monitors did not fit in every property.

CUSTOMER VISITS - LESSONS LEARNT

• Presentation

• Top tips quiz

• Electricity

consumption

calculation exercise

WELCOME MEETINGS

Times to suit customers – mainly evenings

Attractive – buffet and shopping voucher

Goody bags – including energy saving calendar

and action plan

WELCOME MEETINGS

Link into events already

running rather than

organising stand alone

events.

Run events with customers

who we already have a

relationship with, e.g. where

we are installing new heating

systems.

WELCOME MEETINGS –

LESSONS LEARNT

How we keep customers engaged with the project

over the next 18 months?

RETAINING CUSTOMERS

• Quarterly energy saving

leaflet

• Neighbourhood staff

supported to develop

initiatives in their areas, e.g.

identifying energy champions,

newsletters, posters, etc.

• Link into existing events

ENGAGEMENT WORK

OVER NEXT 18 MONTHS

Provide energy efficiency advice when upgrading

heating systems and carrying out insulation works.

Provide clearer advice to new customers, especially

those moving into new build properties.

Provide more hands-on help rather than just

leaflets, advice on websites, etc.

LOOKING FORWARD

Thank you

www.yorkshirehousing.co.uk

Energising Tenants

Energy and Behaviour Change

Action for Sustainable Living

About us

The Energy AcademyBehavioural Change Programme

Behavioural Change Programme

targeting energy use, fuel poverty

and arrears management

• Engaging, enthusing and supporting staff and tenants in

communicating domestic energy saving

• Training in domestic energy saving

• Supporting engagement

• Measuring impact

Clients and Funders2010 - 2012

Count Us In pilot2012-13

Complementing £13m refurb of

Tamworth Estate tower blocks

in Old Trafford

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GraftonClifford Empress

Renovation

ConsumerEngagement

Monitoring

Count Us In pilotThe Plan

1) Staff Training 2) Energy Champion Training

3) Spreading the message

• Events

• Door to door

• Existing networks

• Support & resources

from AfSL + RSL

4) Monitoring &Evaluation

Count Us In pilotThe Engagement Model

Adapting Relishresources

Count Us In pilotTraining & Engagement Materials

Successes

• Commitment of Trafford Housing Trust + staff training

• Baseline monitoring: meter readings + behaviour

• Energy Champion recruitment + training

• Distribution of engagement materials

Challenges

• Refurb brought forward on Empress = building site

• Maintaining isolation of control group (Grafton)

• Limited resources over 18 months

• Weather + football

Count Us In pilotSuccesses & Challenges

Count Us In pilotWhat comes next?

Energy & Behavioural Change

• Poor relation of infrastructural investment

• Added as an afterthought, not at

procurement stage

• The importance of social and

environmental return on investment

• Train, enthuse & support your staff & tenants

• Consider using an intermediary to do the

‘people’ bit (and make it fun)

• Evaluation = time + resources, so scale it

appropriately

Energy & Behavioural ChangePersonal Observations

P.S. Get to know

your kit and

translate it for

mere mortals!

Set it Right

“Set It Right aims to give residents abetter understanding of the heating

and power technologies in theirhomes and therefore far greatercontrol of their energy consumption.

This is key to ensuring our customersbenefit from the investment and ourexcellent design standards.”

Matthew Bush, Sustainability Manager at

Metropolitan Housing Partnership

Case StudyNumber 1

Pilot Study Evaluation

Works + Education £368 saved

Works Only £38 saved

Education Only £17 loss

Education Only £223 saved

“By placing residents at the heart of

the programme, we have a betterunderstanding about what is.”

Robin Roberts, Property Services Director,

Worthing Homes

Case StudyNumber 2

www.manchesterismyplanet.com

> Strategy & Research

> GM Low Carbon Housing

> Retrofit

Recent Reportsfrom Greater Manchester

Contact:simon.robinson@afsl.org.uk

Energy Academy Programme Manager

0161 237 3357

www.afsl.org.uk/energyacademy

Action for Sustainable LivingThank you!

Reducing Fuel Bills for Residents: an Extensive Study

Justine Cooper (Facilities Management)

Prof. Keith Jones (Facilities Management) Dr. Gesche Huebner (Psychology)

6th July 2012

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

Study Aims

• Test Energy Reduction Interventions

– Did they save energy?

– Could they be improved?

– What impacts energy consumption?

• Trusted Advocate for Energy Advice

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1) An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

Introduction Recruitment Interventions Results Lessons

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1) An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

Introduction Recruitment Interventions Results Lessons

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

Landlords Stock Recruitment Story Response Rate Drop Out Rate

Harrogate Borough Council

3900 Article in Winter newsletter issued to all tenants Introductory letter to each tenant issued 8/3/2011 UoG Letter drop to Dene Park residents 24/5/2011

4084 newsletters, 2 responses = 0.05% 3900 letters, 40 responses = 1.03% 100 letters, 2 response = 2%

Pre-Test = 38 Post-Test = 35

Moat Housing Association

7600 Initial introductory letter issued to each tenant issued w/c 29/1/2011

2267 letter, 11 responses = 0.5%

Pre-Test = 11 Post-Test = 8

Hyde Housing 45, 658 UoG attended Progress Estate Resident Association meeting 25/3/2011 Introductory letter to each tenant issued with newsletter via Resident Association 3/3/2011 UoG additional letter drop to Progress Estate Residents 12/4/2011

≈ 10 Attendees, 2 responses = ≈ 20% 1500 letters, 0 responses = 0% 150 letter, 0 responses = 0% 1 Participant via word of mouth

Pre-Test = 2 Post-Test = 2

Southern Housing

25,000 Introductory letter to Warner Road (estate), Camberwell, requesting expressions of interest.

220 letters, 4 responses = 1.8%

Pre-Test = 3 Post-Test = 1

Overall (Approximate) Response Rate 12, 131 items of communication, 62 responses = 0.5%

Pre-Test = 53 Post-Test = 46

Introduction Recruitment Interventions Results Lessons

Reasons for Participation

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

Introduction Recruitment Interventions Results Lessons

Withdrawal

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

Introduction Recruitment Interventions Results Lessons

• Not eligible for participation (1 owner occupier, 1 home used district heating)

• Poor health (2)

• Initial contact was via the postal return slip on the flyer but the participant didn’t respond to further correspondence from the research team (1).

• No formal withdrawal and reason provided (7)

• Intervention was considered condescending (1)

• Death (1)

• Moved into full-time employment from part-time (1)

• Formally withdrew but no reason was given (1)

Retention

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

Introduction Recruitment Interventions Results Lessons

• Process and Duration

• Preferred methods of contact was used

• Gave the participants choices

• Built trust between researcher and participant

• Monthly contact (as a minimum)

• Allowances were made

• One point of contact

• Being Positive

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

Introduction Recruitment Interventions Results Lessons

Used the theory of social norms to provide information on the consumption of energy in the home

Local Benchmarking

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

Introduction Recruitment Interventions Results Lessons

Home User Guide Used the role of third party intermediaries to change behaviour

Modified user-guides provide simple, easy to use advice on ‘how to live in your home’ to reduce energy consumption

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

Introduction Recruitment Interventions Results Lessons

Results - Benchmarking

0

5

10

15

20

25

30

Mo

nth

ly k

Wh

/ m

2

Benchmarking

Control

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

Introduction Recruitment Interventions Results Lessons

Evaluation - Benchmarking

0

5

10

15

20

25

30

35

Historic data Information about group

Breakdown gas and electricity

Explantion of calculation

Different colours for above and

below average

Nothing

Pe

rcae

nta

ge o

f p

arti

cip

nts

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

Introduction Recruitment Interventions Results Lessons

Evaluation – User Guide

• No direct control group

• No energy savings

• Tenants reported no new information provided

• Reviewed upon receipt then discarded

• Judgement on overall appearance of the guide was positive although details could not be remembered

• No changes in psychological variables related to environmentally significant behaviour

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

Introduction Recruitment Interventions Results Lessons

Impacts on Energy Consumption: What does Comfort Mean?

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

Introduction Recruitment Interventions Results Lessons

Impacts on Energy Consumption: Comfort Actions

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

Introduction Recruitment Interventions Results Lessons

Impacts on Energy Consumption

0

5

10

15

20

25

30

30 40 50 60 70 80 90

Mo

nth

ly K

Wh

/m2 N

ove

mb

er

SAP rating

Benchmarking

Control

User guide

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

Introduction Recruitment Interventions Results E.ON

Trusted Advocate

20%

15%

15% 11%

11%

9%

5%

4%

4%

4% 2% Supplier

Landlord

No one

Charity

Online

Retailer

Relative

Don't know

Library

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

Introduction Recruitment Interventions Results Lessons

Lessons Learnt Recruitment • Took much longer than anticipated • Response rate was much lower than anticipated • Little interest in energy saving Interventions • Comparative feedback provides some energy savings • User Guide provides no energy savings Barriers • Habit is a strong barrier to Behaviour Change • SAP is not related to energy consumption • Lack of instruction on use of household controls Motivation • Saving money is a strong motivator to save energy

Acknowledgements

The authors would like to thank the Engineering and Physical Sciences Research Council (EPSRC) and E.ON UK

for providing the financial support for this study as part of the Carbon, Control & Comfort project (EP/G000395/1).

An EPSRC-E.ON strategic partnership consortium

(EP/G000395/1)

Michael.Carnuccio@housing.org.uk

www.housing.org.uk/CountUsIn