Community & Resident Engagement

From Technology to Trust – Engagement in Practice

About this event

Accompanying the launch of SHAP’s Retrofit Success Guides, this is the second in our ‘Retrofit Success’ Lunch and Learn series.

We’ll be joined by Stevie Mardy from Panasonic and Gemma Voaden from Together Housing Group who will explore one of the most critical - and often underestimated - elements of successful retrofit delivery: community and resident engagement.

Drawing on insights from the Community and Resident Engagement Retrofit Success Guide, Stevie and Gemma will share honest reflections from their experience delivering retrofit programmes in practice, including:

• What it takes to prepare residents for new technologies and ways of heating their homes
• Where engagement responsibilities sit across the delivery chain and how that affects outcomes
• Practical strategies for engaging vulnerable, hesitant or hard-to-reach households
• What meaningful aftercare looks like and why it is essential to long-term success
• The role of feedback and resident voice in strengthening programmes and informing future phases

This session is designed to move beyond theory and into practice, examining what it really takes to bring communities and residents along the retrofit journey.

As always, there will be plenty of time for Q&A and open discussion.

Our Speakers

Gemma Voaden: is the Delivery Manager in Together Housing’s Net Zero Team, responsible for the successful delivery of all Retrofit and Renewable Heat investment programmes, government and internally funded works, responsive insulations and all renewable heat installations. She is also a Emerging Leaders SHAP Board member. Having a varied background from a Law degree to being a plumber, a property surveyor and a Retrofit Co-ordinator, Gemma brings wide-ranging expertise. Committed to creating a sustainable environment, Gemma also serves as a Director for Community Energy Preston in her spare time.

Stevie Mardy is a specialist at Panasonic Heating & Cooling, working across the public sector to support housing associations and local authorities in delivering decarbonisation and retrofit projects. With a strong focus on low-carbon heating solutions, Stevie helps organisations navigate the challenges of net zero, funding, and long-term asset planning. Passionate about delivering added social value, Stevie is committed to ensuring decarbonisation projects create positive outcomes for residents and communities alongside carbon reduction.

Why attend

Join this session to:

• Hear first-hand reflections from organisations prioritising engagement alongside installation
• Understand how resident confidence influences satisfaction, performance and long-term success
• Learn practical approaches to education, communication and ongoing support
• Reflect on how engagement can move from reactive problem-solving to proactive trust-building
• Learn how to strengthen engagement within your own retrofit programmes

Who should attend

This event is open to anyone involved in planning, commissioning or delivering retrofit.

It will be particularly relevant to professionals working in tenant engagement, asset management, sustainability and retrofit delivery within Housing Associations and Local Authorities, as well as contractors and delivery partners working directly with residents.

About SHAP: Chaired by Ellie Horwitch-Smith, Assistant Director, Route to Net Zero, Birmingham City Council, SHAP is a not-for-profit organisation made up of an independent network of innovators and leaders working in public and private organisations across a range of disciplines involved in the housing sector. Established 15 years ago, SHAP has a track record of supporting individual stockholders to develop their low-carbon housing/placemaking strategies, programmes and projects. A critical voice in the sector, SHAP has been commissioned by, amongst others, West Midlands Combined Authority and West Yorkshire Combined Authority. SHAP has also worked in collaboration with leading thinkers including the Climate Change Committee, UKGBC and National Energy Action, to drive forward the sustainable housing agenda.

Please note that your contact information (name and organisation) may be exchanged between SHAP and Panasonic for the purpose of this event as well as for communication about other events that may be relevant to you. If you would prefer that your information isn't used in this way, please contact comms@shap.uk.com.

Please also note this meeting will be recorded and available for viewing afterwards, on SHAP’s social media platforms, including Vimeo and LinkedIn.