Making Every Contact Count: Putting People at the Heart of Retrofit

At Happy Energy Solutions Ltd (HESL), we believe that every interaction with a resident is an opportunity — not just to deliver a service, but to make a positive difference. That’s why we embed the Making Every Contact Count (MECC) approach across our retrofit programmes.

Originally developed by the NHS, MECC encourages professionals to use everyday interactions to support people in making changes that improve their physical, mental, or financial wellbeing. In the context of housing retrofit, this approach is not just relevant — it’s vital.

Multiple Touchpoints, One Chance to Help

As a PAS 2035-compliant provider, HESL visits residents multiple times: during assessment, design, installation, and evaluation. Each of these visits is more than a technical checkpoint — it’s a chance to check in, to listen, and to spot where additional support may be needed.

From identifying cold homes, damp and mould, or unsafe electrics, to simply noticing that a vulnerable resident may be struggling — our trained team members are encouraged to observe, ask the right questions, and escalate concerns quickly and appropriately.

What MECC Looks Like in Action

• Noticing and acting on hazards: Our staff are trained in HHSRS and safeguarding. If we see a broken socket, mould growth, or structural risk, we don’t just report it — we act. If safe to do so, we’ll isolate hazards immediately and work with landlords to resolve them fast.

• Spotting vulnerability: During routine visits, our team may identify signs of fuel poverty, hoarding, or health issues. MECC empowers them to refer these cases sensitively to the appropriate support teams.

• Encouraging positive change: We don’t just install energy-efficient measures — we educate residents on how to use them effectively, helping them save energy and stay comfortable.

Working With Social Landlords

We understand the complex challenges social landlords face: improving housing quality, complying with safety regulations, and ensuring tenant satisfaction. By making every contact count, HESL becomes more than a contractor — we become a partner in resident wellbeing.

Whether it’s sharing a success story, feeding into a safeguarding response, or coordinating with housing officers to address a hidden risk — our team is here to support the bigger picture.

A Human-Centred Retrofit Approach

At HESL, compliance matters — but people come first. MECC helps us ensure no visit is wasted, no concern is ignored, and every household we work with is left better off, not just better insulated.

Because in our view, retrofit isn’t just about improving homes — it’s about improving lives.