Posted 16.07.2024

Newydd celebrates TPAS Cymru Award for innovative heat pump project

Newydd Housing Association’s groundbreaking digital project on air source heat pumps has been honoured with a prestigious TPAS Cymru Award. The innovative ‘All Pumped Up’ project won the ‘Involving Tenants in Environmental Initiatives’ award at the TPAS Cymru Good Practice Awards 2024 held in Cardiff.

The award-winning project involved the creation of instructional videos designed to help tenants independently troubleshoot and resolve common issues with their air source heat pumps. To enhance this initiative, QR codes have been installed on the heat pumps, allowing tenants to easily access these videos for basic queries and operational guidance.

Comprehensive methods such as surveys, interviews, and door-to-door interactions were used to gather input from tenants to identify challenges. This led to 156 interactions being recorded, demonstrating its high user engagement compared to traditional paper-based methods.

Jordan Day is a Newydd tenant and has found the videos especially helpful, "They have been a game-changer for us. It's empowering to fix small issues ourselves without having to wait for help. We truly appreciate the effort Newydd has put into supporting us. The explanation about why radiators might feel colder than usual was especially helpful. My mother and I had wondered about this when we first moved in, and the videos provided clear answers.”

Scott Tandy, Digital Inclusion Officer at Newydd, said, "We are thrilled to be recognised by TPAS Cymru for our efforts in using digital tools to support our tenants. The instructional videos cover a range of topics, making it easier for tenants to keep their air source heat pumps in top condition. By offering this support, we can reduce the need for calls to our customer services team, saving both time and resources while ensuring tenants remain comfortable in their homes. This not only empowers tenants but also promotes sustainable living by ensuring that these energy-efficient systems operate optimally.”

As a result of installing the QR codes, Newydd has seen a significant reduction in out-of-hours calls related to the air source heat pumps. Tenants are now able to rectify issues themselves without the need for an engineer to attend their property, showcasing the effectiveness of this digital approach.

The Annual TPAS Cymru Good Practice Awards, held at the Leonardo Hotel in Cardiff on 3rd July, celebrate the exceptional achievements in tenant participation and engagement across Wales.

From left to right, Matthew Dix from CIH Cymru who sponsored the award, Nia Williams and Jackie Holly from Newydd Housing Association with Jennifer Jones who was compere for the evening. 

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