This webinar took place on Wednesday 9th September 2026
The transition to the Future Homes Standard (FHS) represents a fundamental shift in homebuilding. To ensure success, industry professionals must move beyond simply delivering buildings to owning the complete customer journey.
The webinar follows the recent publication of the ‘Renter customer journey for low energy homes: Hints & tips for landlords’ which was co-authored by the GHA and the Future Homes Hub. Our webinar to explored practical strategies for supporting residents in low-energy, all-electric homes. From marketing and sales and lettings to proactive aftercare and maintenance, every interaction is a critical opportunity to build confidence in unfamiliar technologies like heat pumps, solar PV, and the role of smart time-of-use energy tariffs.
This session is tailored for:
- Sales and Lettings: Learn to act as educators, explaining new technologies and beneficial lifestyle habits in everyday language.
- Resident Engagement: Gain techniques to manage expectations, improve handovers and enhance aftercare.
- Maintenance and Asset Teams: Discover how better communication reduces avoidable customer queries, unnecessary call-outs and improves overall customer satisfaction.
Gain actionable insights from leading organisations and learn how to embed these “Hints & Tips” to enhance customer satisfaction and building performance.
Chapters
00:00:00 Welcome and introduction – Laura Broderick, Programme Director, GHA
00:06:15 Tom Dollard, Chair, GHA
00:19:30 Lorna Walsh, Head of New Homes and Customer Care, Peabody
00:29:29 Panel discussion followed by Q&A (including Ross Holleron, Head of Homes and Construction, Future Homes Hub)
