At Newydd, we have pledged to reduce carbon emissions and develop sustainable communities for the future.
Scott Tandy, our Digital Inclusion Officer explains more:
Last year, I had the opportunity to complete Carbon Literacy training alongside my colleagues. This program provided us with in-depth knowledge about the causes and impacts of climate change, as well as strategies for lowering our carbon footprint through informed decision-making.
Completing the Carbon Literacy training was an eye-opening experience that solidified our commitment to environmental responsibility. We recognised that addressing climate change goes beyond reducing emissions; it's about fostering a cultural shift towards sustainability in every aspect of our operations and the communities we serve. Our work with air source heat pumps (ASHPs) is a step in this direction, enabling our tenants to save energy, reduce costs, and contribute to a greener planet.
Working with our development team, we identified an opportunity to share our newfound carbon literacy knowledge directly with tenants. Specifically, we wanted to empower them to better understand and confidently use their air source heat pumps (ASHPs). We began by speaking with tenants living with ASHPs, seeking to understand the specific challenges they found while operating these systems. Common problems included adjusting temperature settings, understanding why radiators were cold or hot water was slow, and general troubleshooting.
We found that many tenants were already comfortable with technologies like QR codes, videos and chatbots. This gave us the idea to create a simple digital solution utilising tools they were familiar with.
Working directly with tenants, we developed easy-to-use guides featuring instructional videos for heat pump use and troubleshooting. Tenants can access these guides by scanning a QR code placed right on their heat pump unit.
The digital solution provides tenants with the tools to self-diagnose issues and gain a deeper understanding of their ASHP’s. The guides walk them through understanding reasons behind common occurrences like cold radiators or vents blowing cool air. This enhanced knowledge empowered them to confidently troubleshoot, adjust settings appropriately, and ultimately utilise their ASHPs more efficiently for potential cost savings.
So far, 156 tenants have used the new digital tool, a much higher engagement than previous paper-based welcome materials. Tenants have said that the video guides are more engaging, and the QR code makes it very easy to access. We've received positive feedback like:
"I showed two people the guide, and we fixed the problem."
"The guide helped me understand to keep the thermostat at a constant level."
Based on this early success, we plan to expand the digital solution to help tenants with other challenges. By continuing to work with staff and tenants, we can constantly improve and increase the impact.
For others looking to create digital tenant solutions, key recommendations are:
Our tenant-driven approach for the ASHP digital tool is just one step towards our vision of net zero communities. I'm excited to build on this model of inclusive problem-solving to make a lasting difference.
