CASE STUDY
Bassetlaw District Council
Homes Upgrade Scheme Renewable Energy & Efficiency Installations
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Project Objective
Phoenix Gas Services partnered with Bassetlaw District Council in October 2023 to improve the energy efficiency of 200 of the area’s least efficient EPC-rated homes. The Homes Upgrade Scheme aimed to reduce carbon emissions, lower energy bills, and improve living conditions across a diverse range of properties – from small bungalows to large detached homes.
Phoenix was responsible for delivering the renewable energy element of the project, installing 52 heat pumps, 99 solar PV systems (up to 4kW) with battery storage and bird netting, and 4 modern storage heater systems for homes unsuitable for alternative upgrades.
All installations met MCS, PAS 2030/35, and TrustMark compliance standards, ensuring quality, efficiency, and long-term performance.
The Challenges
The large-scale nature of the project required close coordination between multiple stakeholders, including
the council, customers, retrofit coordinators, and manufacturers. Communication with residents – particularly those who were vulnerable or had complex needs – was a significant challenge.
Phoenix overcame this by implementing a proactive engagement approach:
- Multi-channel communication (phone, email, and letter) to ensure contact with every resident.
- Joint site visits with Bassetlaw District Council for customers needing additional support.
- Enhanced clarity during eligibility and assessment stages to prevent confusion around proposed measures.
This collaborative approach strengthened trust with residents and the council while improving the overall customer experience.
The Outcome
Phoenix successfully delivered £1.4 million of renewable energy installations as part of the scheme, all completed to a high standard and within agreed timescales. The process included:
- Full risk assessments and pre-installation documentation (including RAMS, system designs, and compliance paperwork) approved via SharePoint.
- Coordination with District Network Operators and local planning authorities where required.
- Comprehensive customer handover packs with system operation guides and satisfaction surveys.
Customer feedback was extremely positive. Robert Craighead, Climate Change Manager at BDC, praised
Phoenix for the quality of installations, responsiveness to schedules, and commitment to customer care.
The company’s dedication was particularly highlighted in cases involving vulnerable residents, where extra time and care were taken to ensure comfort and understanding throughout the process.
Among all contractors involved in the scheme, Phoenix consistently met every KPI target, earning a renewed three-year contract as a result of the confidence we inspired in the client.
