What is loft insulation? ​

Loft insulation is a type of insulation material that is installed in the roof space of a property to reduce the amount of heat that is lost through the roof.

Why do I need loft insulation? ​

Loft insulation is important because it helps to reduce your energy bills by preventing heat from escaping through the roof. It can also help to keep your home warmer in the winter and cooler in the summer.

How is loft insulation installed? 

Loft insulation is typically installed by laying insulation material between and over the joists in the roof space. The insulation material can be either mineral wool, sheep's wool, or foam insulation.

How long will loft ​insulation take to ​install? 

Typically, it can take a few hours, or up ​to a day, depending on the size of the ​loft. 

What material will be ​used? 

The insulation material we’ll ​use will be made out of mineral ​wool. Usually, we use Knauf ​Earthwool, or an equivalent. 

Who will install my loft ​insulation? 

We’ll use a carefully selected ​contractor who will have experience of ​loft installation, so you’ll be in safe ​hands. Your tenant liasion officer can confirm the ​name of the contractor. 

Will boards be laid to loft floor once the ​insulation is complete? ​

Loft boarding for storage is not included as part of the loft insulation process, however, walk boards will be fitted where access is required to appliances such as water tanks/boilers that are located in the loft space.

Will the pipes in my loft ​be insulated? 

Yes, we’ll insulate your pipes at the ​same time as laying loft insulation. 

How long does loft insulation last? 

Loft insulation can last for up to 40 years or more, depending on the type of insulation material used and how it is installed.

What is a retrofit survey?

Before home energy efficiency improvements can be made to your home, we need to complete a retrofit assessment. ​

This is an in-depth assessment of a property based on the following criteria: ​

• An occupancy assessment ​

• An energy assessment

• A condition assessment of the property

Why do I need a retrofit survey?

You will require a retrofit survey to ensure your home is adequately ventilated before any home energy efficiency improvements are made. This is in line with the compliance requirements set out by ​PAS2035.

Who will complete my retrofit assessment?

A qualified retrofit assessor will complete the retrofit survey assessment.

What is an ASHP? 

An Air Source Heat Pump (ASHP) is a device that uses the outside air to warm up your home. It works in a similar way to a fridge, but in reverse. 

How does an ASHP work?

The heat pump has an outdoor unit that contains a fan, and this will sit in your garden. This fan pulls in the outside air, even if it's cold, and passes it over a coil containing a refrigerant. A refrigerant is a substance that absorbs heat from the air, even at low temperatures.​

This then becomes a warm gas, which is then compressed by a compressor, which increases its temperature even further. The hot gas is then sent to an indoor unit, which is usually located inside your home. ​

This indoor unit releases the heat from the hot gas into the indoor air, warming up the space. The refrigerant, after giving off its heat, cools down and turns back into a liquid. It then returns to the outdoor unit, and the process repeats.

Will my air source heat pump work in cold weather?

Yes, modern air source heat pumps are designed to work efficiently even in cold weather. They can extract heat from the outdoor air, even at low temperatures, to provide effective heating for your home.

Will my heat pump be noisy? 

Air source heat pumps generate some noise, like a fan or an air conditioning unit. However, modern models are designed to keep noise to a minimum. Proper installation and positioning can also help reduce any noise.

How long do air source heat pumps last?

With proper maintenance, air source heat pumps can last for 15 to 20 years or more. Contact your housing provider to ask about maintenance. 

Will my heat pump provide hot water? 

Yes, it will provide both heat and hot water.

Do I need insulation before my heat pump can be installed? 

Yes. We’ll check what insulation you have and let you know if insulation is required. Insulating walls, floors, and roofs creates a thermal barrier, reducing heat loss and allowing the heat pump to operate more efficiently. Proper insulation can result in energy savings, improved performance of the heat pump, and a reduced heating load on the system.

Do I need a lot of outside space for my heat pump? 

Air source heat pumps generally don’t require a huge amount of outdoor space, however, enough space is needed around the outdoor unit for proper airflow and maintenance access, so it’s important that a suitable location is identified before work starts. This will be discussed with you before the installation takes place.  

Will my heat pump need regular maintenance?

Yes, your heat pump will need to be cleaned, as well as air filters replaced, inspecting, and cleaning coils, checking refrigerant levels, lubricating components, and checking the heat pump performance. Please speak to your housing provider about any maintenance requirements.

What is solar?

Solar PV panels are special devices that use sunlight to create electricity. They are made up of small units called photovoltaic cells. When sunlight shines on these cells, they start moving around, creating electricity.

How does solar work? 

Solar PV panels work by using special materials called photovoltaic cells to convert sunlight into electricity. When sunlight hits the panels, the photovoltaic cells absorb the energy from the sunlight. This energy causes electrons to move around and create an electric current. The panels then take the current and use it to power things like lights, appliances, and electronics. 

​It's like the panels are catching the sunlight and turning it into electricity that we can use to make our devices work. 

Will solar help me save ​money? 

As you’re generating your own electricity and not buying it from the grid, you can help reduce your monthly electricity bills.​

​The amount will depend on a few factors, such as the size of your solar system, your household energy consumption, and electricity rates. 

Do I need to clean my ​solar panels? 

You shouldn’t need to. They’re designed to be self-cleaning. They have a special coating that prevents things sticking to them. ​

However, if you live in a dusty or sandy area and there is a build up of dirt, please contact your Housing Provider, who can help. 

How long do solar panels ​last? 

Most solar panels are designed to last 20 to 25 years. Our panels come with a 25-year performance guarantee.

Do solar panels work in ​the winter? 

Yes, solar panels work throughout the year, regardless of the weather. Solar panels generate electricity from daylight, not sunlight or heat.

Will solar panels need ​maintenance? 

They are designed to be low-maintenance, so you shouldn’t need to do much, as they don’t have any moving parts. Cleaning can be recommended once a year, but please speak to your Housing Provider about this. Your Warranty will cover any repairs or performance issues. 

What is cavity wall​ insulation? ​

Cavity wall insulation is designed to keep heat in your home, where it belongs. It’s a process of filling the gap between the inner and outer walls of a property with insulation material. 

How does it work? 

Cavity walls are made up of two ​layers of brick with a gap between ​them, called the cavity. During installation, a specialist installer will drill small ​holes into the external walls and ​inject material into the cavity using ​specialist equipment. It’s a simple ​process and usually doesn’t ​take longer than a few hours.

What are the benefits of ​cavity wall insulation? 

The benefits of cavity wall insulation include improved energy efficiency, reduced heat loss, lower heating bills, increased comfort, and a more environmentally friendly home.

How do you know if my ​home has cavity walls? 

Most properties built after the 1920s in the UK and some other countries have cavity walls. You can usually tell by checking the brick pattern, as properties with cavity walls have two layers of brick with a gap in between.

How long does it take to ​install? 

Typically, it’s only a few hours, but it can vary depending on the size of your home.

Will the installers need to ​come inside my home?

No, they’re working on the outside walls of your home, so there’s no need for them to come inside.

How much could cavity ​wall insulation save me? 

This can vary by property depending ​on its size, type of insulation material ​used, and household energy usage. ​However, typically, a semi-detached ​home could save up to £300 per year. ​

This is based on a gas-heated home ​and fuel prices from July 2023* ​

*Cost saving provided by the energy savings trust.

Is cavity wall insulation ​safe? 

Yes, if installed correctly by specialist installers. We’ll only use experienced and qualified installers who meet the safety standards required.

Will I need to move outside ​objects away from my ​walls?

Yes, the outside walls will need to be clear of obstacles before the installation begins. The installers will require access to the walls and may need to drill small holes for injecting the insulation material.

Will there be damage to ​my outside walls? 

The installation process involves ​drilling small holes in the external ​walls to inject the insulation ​material. However, these holes are ​typically, small and easily filled​ afterward, causing minimal damage ​to the walls.

How is the insulation ​material put into the wall? 

Insulation materials such as mineral wool or polystyrene beads are usually injected into the cavity walls through small holes drilled at regular intervals. Special equipment is used to blow or pump the insulation material into the cavity.

Can I have cavity wall ​insulation if my home has ​moisture or damp ​problems? 

If your home suffers from these issues, your housing provider will need to get these resolved first. 

Will the appearance of ​my home look different ​after the insulation?

No, the external appearance of your ​property should not chnage significantly ​after cavity wall insulation. The ​small holes drilled for the installation are ​filled and made virtually invisible.

What is underfloor insulation?

Underfloor insulation helps prevent heat loss through your floor and keeps heat in your home where it belongs. It’s a layer of material that is sprayed beneath the floorboards to help keep your home warmer and more comfortable. 

To carry out this installation, we’ll use a Q-Bot robot called Betty, who will go beneath your suspended floorboards to spray the insulation material. We won’t need to remove all your floorboards, just enough to place Betty underneath, and she can then complete the installation. Using Q-Bot’s Betty means you’ll have minimal disruption to your day. 

What are the benefits of underfloor heating?

Once you've had the insulation installed, you'll start saving on your energy bills and your home will stay warmer for longer. You'll also benefit from improved sound resistance between floors, a reduction in condensation, and improved air quality.

What to expect during installation? 

We’ll visit before the work starts to survey your home’s floors to make sure they're suitable for the installation. 

We’ll visit you before, during and after the work, is finished. This is to make sure everything is running smoothly, and to answer any questions you might have. 

There will be some noise during the installation. However, any noise created will be during typical working hours. 

We'll take lots of photos, we must document everything as evidence that the work was carried out correctly. Your privacy will always be considered.

My house isn’t any warmer and I’m not saving money – is the insulation working?

The insulation won’t make your property warmer; it keeps the heat in for longer, which means you can turn your heating off sooner than you normally would. Also, be sure to check the temperature on your thermostat, as you might not need to set it as high as you might normally.

How long does it take to install? 

It can take between one and two days to install; however, this will vary depending on the size of your home. 

Will the installers need to enter my home? 

Yes, they will. The installers will need access to your internal floors. 

Will there be any disruption in my home? 

As our installers will be insulating your floors, they’ll need clear access to a small area of your floorboards, so in some cases, this may mean lifting up carpets, rugs and removing furniture during the process. Our installer teams are professional and experienced and will ensure your home is left clean and tidy, and any carpets removed will be put back in place. 

How much will underfloor insulation save me? 

This can vary by property depending on its size, the type of insulation material used and household energy usage. However, typically, a semi-detached home could save up to £85 per year. This is based on a semi-detached, gas-heated home with suspended timber floors and fuel prices as of July 2023*.

Is underfloor insulation safe? 

Yes, if installed correctly by specialist installers. We’ll only use experienced and qualified installers who meet the safety standards required.

* Cost savings provided by the Energy Saving Trust

Why is ventilation important?

It’s important for several reasons. It helps improve indoor air quality, removes pollutants, controls moisture and humidity, as well as creating a comfortable and healthy home to live in.

What is ventilation? 

Ventilation is the process of moving fresh air into and out of the living spaces around your home. It helps maintain a healthy and comfortable indoor environment by removing stale air, excess moisture, odours, and pollutants, and replacing them with fresh outdoor air.

Where will ventilation be installed?

We’ll typically install or replace ventilation in your bedrooms, kitchen, and bathroom where required. For example, windows need vents or trickle vents to allow air to flow in and out of your home. In the kitchen, an extractor fan is required to remove cooking fumes, smells, and excess moisture, and finally, in the bathroom, the need to remove humid air is required, so we’ll check if you have an adequate extractor fan installed.

How long does it take to install? 

This will depend on how much ventilation work your home needs, as well as factors including the size of your home, the number of rooms, and what ventilation method is being installed. During your home assessment, we’ll be able to check what you need, and your Tenant Liaison Officer or Site Manager will confirm timescales with you. 

Can ventilation cause ​draughts in my home? 

When fitted correctly by experienced and qualified installers, they shouldn’t cause any draughts which could cause you any discomfort. 

Why do you need to cut a ​small part of my door ​off at the bottom? 

When fitting ventilation, it’s sometimes necessary to cut off parts of the doors at the bottom to ensure proper airflow and functionality of the ventilation system. 

 

What are they?

New PVC windows and doors, also known as double glazing, are types of windows and doors that have two glass panes separated by a sealed space containing air or insulating gas. This space creates an insulating barrier between the inside and outside of your home.

Installation involves removing your existing windows and doors, and then the frames are prepared for the new ones to be fitted. A sealant is applied around the frame to make sure it’s airtight, and insulation is added if needed. The new windows and doors are then fixed into place, and any accessories, such as handles and locks, are inserted. Finally, they’ll be tested to make sure they work as they should, and any mess will be cleaned up before our installers leave your home.

The benefits

• Energy efficient
• Improved security for your home
• Improved home comfort by having fewer draughts
• Noise reduction
• Give your home a fresh new look
• Low maintenance

What to expect during the installation

We’ll visit before any work takes place

We’ll need time to analyse the overall condition of the property and take measurements of your windows and doors so we can order new ones that will fit your home.

Support throughout the whole process

We’ll visit you before, during, and after the work is finished. This is to make sure that everything is running smoothly and to answer any questions you might have.

Noise

There may be some noise when installing your new windows and doors, such as banging, but our team will keep this to a minimum.

Lots of photographs

We must document everything as evidence that all work has been carried out correctly. Your privacy will always be considered.

FAQs

1. Why am I getting new PVC windows and doors?
2. If you’ve got old windows and doors, they may not be as energy efficient as they need to be. PVC windows and doors are durable, low-maintenance, energy-efficient, and can reduce outside noise. They’re also weather-resistant and provide good insulation.

1. How long do PVC windows and doors last?
2. Typically, they can last up to 30 years with proper care and maintenance.

1. Are PVC windows and doors energy-efficient?
2. Yes, they are excellent at helping to keep your home cooler in the summer and warmer in the winter. This can help you save energy and money on your heating bills.

1. Can PVC windows and doors reduce outside noise?
2. Yes, they can help reduce outside noise due to their insulation. They can reduce sound, providing a more peaceful and quiet indoor environment.

1. Will they need any maintenance?
2. They are low-maintenance, but regular cleaning with mild soap and water can help keep them looking clean and fresh.

1. Will my new windows and doors be more secure?
2. Yes, in most cases, the doors and windows will come with security features such as multi-point locking systems. The exact specifications of your windows and doors will be confirmed before work is started.

 

 

What is EWI?​

External wall insulation is where we insulate the outer walls of a building, in this case, your home, to reduce heat loss and improve energy efficiency by stopping heat from escaping.

How does EWI work? ​

We’ll add the first layer of insulation to your outside walls, which will keep your home nice and warm. Then the outer protective layer, which you’ll see, will protect your home from the weather as well as improve its appearance to give it a nice, fresh look.

What are the benefits of EWI? ​

• Improved energy efficiency: External wall insulation can help to reduce heat loss from a building, which can result in lower energy bills ​

• Increased comfort: By reducing heat loss, external wall insulation can help to keep a building warmer in the winter and cooler in the summer​

• Sound proofing: External wall insulation can also help to reduce noise levels from outside, making it an ideal solution for properties located in noisy areas.​

• Protection for the building: External wall insulation can help to protect the building from the elements, reducing the risk of damage caused by weathering or damp.​

• Improved appearance: External wall insulation can also enhance the appearance of a building, as it can be finished with a range of decorative and protective finishes, such as render or dash finish.​

How many times will ​you visit my property?​

We are required to carry out free surveys on your property before any work starts. This will involve our specialist staff attending and spending a period of time recording the internal and external conditions of your home. Surveyors will contact you directly to make appointments and will have E.ON identification cards visible during their visits.

How will I be kept up to ​date on the progress? 

Our team will have a permanent office onsite to address any issues or concerns you have. We will go through the work that will take place before it starts to make sure you’re informed and prepared. They will also visit during the installation to check that everything is going as planned and help with any queries that you may have. ​

When the work is complete, we’ll visit to check the final installation and resolve any outstanding issues, if there are any. ​

Will the installation be ​noisy? 

We have to drill into your walls to secure the insulation boards, this normally takes a few days, but as we are also working on your neighbours’ properties, some of this noise will travel. Any noisy work will be done during typical working hours.

Why do you need to cover ​my windows?

To protect your windows from being stained or damaged during the work, they will have a protective film applied. This will remain in place until the work is completed and will reduce the amount of natural daylight that can enter your property through the windows. Please do not remove this film, as we cannot be held responsible for damage resulting from it.

Will I still be able to access ​my garden while you do the ​work?

Our scaffolding and protective materials will reduce the areas of your garden that you’ll be able to use during the installation. 

Can I leave my garden as ​it is?

While all reasonable efforts will be made to avoid any damage being caused, we recommend that garden furniture and any other items of value be removed prior to and for the duration of the work. Should you need assistance, please advise your housing provider or our team on site. ​

What happens if you ​damage my house/ garden ​furniture?​

All efforts will be made to avoid causing any damage to your home or garden furniture. In the event that this issue arises, please get in touch with your Tenant Liaison Officer or our onsite team. ​

Can I choose what ​finish my home has?​

No, your housing provider has chosen the finish for identified homes, this is to make sure they are consistent with properties in your area that have already been insulated.

How long does the ​process take to install ​EWI?​

Once we have pre-qualified your property and completed all the necessary surveys, the installation process should take 4-6 weeks (weather permitting).

Why can't you do all ​the work in one go?

Each layer of render that is applied has a minimum curing period before the next layer can be applied. This typically takes 2 to 3 days. Because of this, there may be days where the weather is "perfect", but no work is taking place. There will also be occasions where render is not applied due to the forecasted weather.

Why do I need work​ done inside my house?

External wall insulation will stop moisture created by day-to-day activities such as cooking and drying clothes from travelling through your walls to the outside of the property. This moisture needs somewhere to go, which is why we're installing new extract ventilation on the property and making other adjustments. Information on how to use these items properly will be included in the documentation that we provide when the work is completed. ​

Is this the same system that is ​being removed from all the ​tower blocks? Is it unsafe?​

No. Those tower blocks had what is known as Rainscreen cladding, but the products being installed on your property are totally different. While the insulation boards that will be fixed onto the walls look the same as the cladding that is being removed from tower blocks, the render that is applied afterward is completely different from the aluminium cladding that is on a Rainscreen System. ​

We would encourage you to inform your insurance provider of the work that will be undertaken and make it clear to them that the property is receiving External Wall Insulation and not cladding. 

The work is being done to ​the outside of my ​house, why do you need ​access to my property? 

During the installation, our teams will need to access your home to complete some of the internal work associated with the insulation, such as installing ventilation. This will be done at a time that is convenient for you.

Why are you taking ​photographs of my ​home? 

We are required to make a comprehensive record of the work carried out on your homes, which gives assurance that everything has been completed and meets the required standard, as well as obtaining the necessary warranties. Your privacy will be considered at all times. ​

I have an issue with ​my installer , who do I ​contact? ​    

Any issues with your installer should be raised with your tenant liaison officer and E.ON site manager.

What materials will be ​used for EWI? 

Our installers will be using the Stormshield External Wall Insulation system. The finish will be textured render or dash, depending on location. The colour will be decided by the housing provider, so it’s in keeping with the existing street scene.

Will I need to remove my​ Sky dish? ​

Yes, but we'll take care of that for you ​and make sure you’re still able to watch ​Sky TV while the installation is taking place.

Do I need to remove ​hanging baskets?

Yes, please. If you can pop them down from the walls and put them in a safe place until we have finished the work.

What company is ​installing the EWI? 

The company installing the EWI is <Company name>. 

What accreditations ​does the installer have? ​

If we have help from trusted contractors to complete the work on your home, they’ll be PAS:2035 compliant and Trustmark registered, so you can be assured they’ll carry out your home’s installation as it should be, safe in the knowledge they meet all government requirements.

My wheelchair has a ​ramp in my back garden, ​along with handrails. ​Will these need to be moved? ​

Yes, if they are attached to or close to the wall, we’ll need to remove them while the insulation is being installed. However, we‘ll put everything back where it should be once we’ve completed the work. ​