Retrofit is often discussed through the lens of compliance, carbon targets and funding streams. But behind every EPC rating, decarbonisation programme and planned works schedule is a person living in that home.

That was one of the biggest themes in Episode 17 of the People in Housing Podcast, where we were joined by Matt Hickman from Lovell.

As Refurbishment Partnerships Director at Lovell Renew Central, Matt shared how the business is approaching retrofit, resident engagement and social housing investment differently, not by focusing purely on buildings, but by focusing on the people living inside them.

And as the sector prepares for retrofit at scale, that mindset feels increasingly important.

The evolution of Lovell Renew.

One of the major topics discussed was the evolution and rebrand of Lovell Renew, bringing together Lovell’s refurbishment, retrofit and planned maintenance focus under a clearer dedicated identity within the wider Lovell business. While many across housing will naturally associate Lovell with new build housing, the Lovell Renew name reflects the business’s growing focus on refurbishment, decarbonisation and resident-focused investment programmes across the social housing sector.

The scale of the work continues to grow.

Matt described the business focus around:

• Retrofit and decarbonisation
• Planned maintenance
• Rooftop developments
• Energy efficiency improvements
• Resident-focused housing investment

But despite the technical complexity of the work, Matt repeatedly returned to one central point: “It’s about the person’s home.” That philosophy runs through the organisation’s wider strategy.

Across the social housing sector, providers are balancing:

• Net zero targets
• Damp and mould challenges
• Decent Homes requirements
• Fuel poverty
• Resident wellbeing
• Rising maintenance pressures

Matt explained that Lovell Renew’s approach is to combine these challenges together rather than treat them as separate workstreams. So, instead of delivering multiple disconnected projects over several years, the business is increasingly focused on delivering improvements in one coordinated programme to minimise disruption for residents.

That includes combining:

• Kitchen and bathroom renewals
• Roofing works
• Energy efficiency upgrades
• Ventilation improvements
• External spaces and usability improvements

The aim is simple. Deliver healthier, warmer, safer homes in a way that works for residents.

Why resident engagement is changing retrofit delivery.

A major part of the conversation focused on resident engagement and how much the sector has evolved in recent years. Matt spoke openly about how earlier retrofit programmes across the sector struggled with resident buy-in. At one stage, refusal rates for retrofit works could reportedly reach 25%.

Today, that figure has reduced dramatically on many programmes because organisations have fundamentally changed how they communicate.

One example stood out. The language itself.

Rather than talking to residents about:

• Decarbonisation
• retrofit programmes
• asset investment

The focus is now on:

• making homes warmer
• improving comfort
• reducing energy bills
• improving health
• making homes safer

It sounds simple, but it changes everything.

Matt explained that Lovell Renew now places huge emphasis on the psychology behind resident engagement, understanding that trust, empathy and communication are often just as important as technical delivery. That work has been supported through TPAS accreditation and a much more structured customer experience approach across the business.

What award-winning retrofit delivery actually looks like.

This people-first approach is also one of the reasons Lovell were recognised at the 2026 People in Housing Awards, where they won Contractor of the Year.

What stood out to the judging panel was not just the scale of delivery. It was the way the business approached it.

Across the awards process, judges reviewed organisations from across the housing sector, looking at everything from resident engagement and service quality to innovation, operational delivery and long-term impact. What became clear through Lovell’s submission, and through conversations like this podcast episode, is that their approach goes far beyond simply delivering works programmes.

The focus consistently comes back to:

• resident experience
• long-term partnerships
• healthier homes
• social value
• communication
• trust
• and delivering investment programmes in a way that genuinely works for people

That is what good looks like in practice. The award win reflected that wider shift happening across social housing. A move away from viewing homes simply as assets and towards treating residents as active partners within investment programmes.

Delivering retrofit at scale.

One of the most interesting parts of the discussion was around what retrofit at scale actually looks like in practice. The sector has moved quickly from pilot schemes involving dozens of homes to programmes involving thousands of properties over multiple years.

That creates huge operational challenges around:

• coordination
• supply chains
• data management
• resident communication
• workforce planning
• quality assurance

Matt described how strategic partnerships with housing providers are becoming increasingly important as housing organisations continue managing larger and more complex housing portfolios. The conversation also highlighted the importance of long-term collaboration between contractors, landlords and supply chains rather than short-term transactional delivery.

Housing, health and the future of retrofit.

Another discussion point was the growing relationship between housing and health.

As the sector continues tackling:

• damp and mould
• fuel poverty
• poor thermal comfort
• ageing housing stock

There is increasing recognition that housing outcomes directly affect wider health outcomes.

Matt also touched on the importance of how the sector talks about vulnerability and mental health. Rather than grouping residents into broad categories, there is a growing need to better understand individual needs and improve engagement with residents who may require additional support during major works programmes.

That includes residents experiencing:

• anxiety
• depression
• social isolation
• health inequalities

As housing providers continue delivering large-scale retrofit and planned investment works, these conversations are becoming increasingly important.

Why social value still matters.

Alongside refurbishment and retrofit delivery, the episode also explored social value and community impact. Matt explained that every Lovell employee receives two paid volunteering days each year to support community initiatives.

The business also continues investing heavily in:

• employment and skills
• training opportunities
• local community partnerships
• support for care-experienced young people
• long-term social value programmes

One of the standout themes throughout the conversation was that social value should create legacy rather than short-term activity. Not just ticking boxes. But delivering something that genuinely remains within communities long after projects are complete.

A sector facing pressure but full of opportunity.

Like many recent episodes of the People in Housing Podcast, this conversation reflected both the scale of challenge facing the sector and the opportunity to improve how housing services are delivered. Retrofit delivery is only going to become more important over the next decade.

But Episode 17 reinforced that successful retrofit programmes will not simply be measured by carbon reduction or EPC improvements alone.

They will also be measured by:

• resident trust
• customer experience
• health outcomes
• long-term wellbeing
• community impact

And perhaps most importantly, whether residents genuinely feel listened to throughout the process.

If you’d like to listen to or watch the full episode of the People in Housing Podcast with Matt Hickman from Lovell Renew, you can find it on our Spotify and YouTube channel.