Retrofit and Quality: Are We Running the Wrong Race?

By Luke Beard · 20 October 2025

There has been a lot of noise across the sector following the recent National Audit Office (NAO) report on retrofit defects, which has been a wake-up call. But beyond the headlines, here are a few thoughts sector leaders may consider.

The report goes beyond snagging issues and focuses on how around 98% of homes are having major problems. This therefore shows there is a fundamental issue on how we are delivering retrofit.

There was a similar issue when Decent Homes first began, despite it being full of good intentions, the delivery often became a numbers game of how many kitchens, how many bathrooms, and how much was being spent. Retrofit is beginning to have a similar path. The race to EPC C by 2030 has become a sprint, and in the rush, we’re losing sight of the finish line of the main aim: warm, healthy homes that work for residents.

One of the biggest shifts in SHDF and Warm Homes delivery is the move from independent design teams to turnkey contractor-led models. On paper, it’s efficient, one team does it all. But in practice, it’s created a delivery model that’s often too rigid, too fast, and too focused on outputs over outcomes.

Contractors are now expected to assess, design, install, and hand over which is all under tight deadlines and fixed budgets. And while many contractors do a great job, it can sometimes be overwhelming and cause compromises:

Autonomy for clients to shape the right solutions
Understanding of the measures being deployed
Time for proper planning and resident engagement
Quality control especially when deadlines are key

Contractors Aren’t the Problem, but the Approach Might Be

First of all, it is worth noting that contractors are not to blame. Most are doing their best in a system that’s stacked against them. The main issue is the delivery model as it is one that prioritises speed and scale over depth and assurance.

If we want retrofit to succeed, we need to rethink how we deliver it. That means:

Clients having some autonomy, control and accountability
Building in time for planning and engagement
Investing in independent quality assurance
Focusing on resident outcomes, not just technical compliance

We also need to recognise that retrofit is a journey, and contractors are often working under pressures and constraints. It’s important that clients reflect on their own role in this too. Retrofit is inherently complex, and when you factor in the realities of working in people’s homes, it becomes even more challenging.

Clients have a long-term stake in getting this right, they’ll hold the stock for decades, and every misstep will be felt again and again. There’s also the weight of knowing that this work is funded through residents’ rent, which brings a real responsibility to ensure value and impact. Contractors are drawing from the same limited pool of skilled labour. There has not been an influx of retrofit-ready trades, and that’s a known risk that needs managing.

What’s becoming clear is that clients need to invest not just in the works themselves, but in building their own capability around quality assurance. Understanding how measures have been applied to their stock will pay off in the long run and there needs to be a huge shift in quality. If we keep doing what we’ve always done, we’ll keep getting the same results. And if that happens, we’ll have missed the mark for residents.

Why Independent Quality Assurance Matters

Independent quality assurance isn’t about catching people out, it’s about getting it right. It gives clients a neutral view on:

Whether the right measures were chosen
How well they were installed
What the resident experience is like post-install

It’s the missing piece in many retrofit programmes. And without it, we risk repeating the same mistakes of poor installs, unhappy residents, and wasted investment.

The NAO report detailed many causes, that all sit on the various project risk registers, yet they still seem to prevail. As a senior leader, what questions should you be asking?

Do we truly understand the measures being installed on our stock—and why they were chosen?
Have we built in independent quality assurance to validate installs and protect residents?
Are we relying too heavily on contractors without having the internal capability to challenge or verify?
What data do we hold on retrofit performance—and is it reliable, complete, and actionable?
How are we engaging residents before, during, and after works to understand their experience?
Are we confident that our delivery model supports long-term outcomes—not just short-term targets?
Have we considered the reputational and financial risks of poor installs—and how we’ll respond if things go wrong?
Are we investing in our own people to build retrofit literacy and assurance capability?
Do we have a clear line of sight from strategy to site—and back again?

Retrofit isn’t just about carbon, it’s about comfort, health, and dignity. If we’re serious about delivering for residents, we need to stop chasing numbers and start building trust. That starts with quality, and it starts with us. Organisations will hold its stock for decades. Every retrofit decision made today will echo for years through maintenance cycles, resident satisfaction, and energy performance. It’s why we need to ensure quality assurance is a main component of the retrofitting journey.

Our Offer

Whether you’re just starting your retrofit journey or deep into SHDF delivery, ARK can support across the full lifecycle:

Independent Quality Assurance
On-site inspections, post-install audits, and validation of measures to ensure installs meet technical and resident standards.
Retrofit Strategy Review
Helping clients align their retrofit plans with long-term asset management, resident outcomes, and funding opportunities.
PAS 2035 Coordination
Support with Retrofit Coordinator duties, documentation, and compliance.
Assessment and Design Support
Independent review of proposed measures, suitability for stock types, and resident impact.
Delivery Oversight
Monitoring contractor performance, identifying risks early, and ensuring delivery stays on track.
Resident Engagement Planning
Helping clients build meaningful communication and feedback loops with tenants throughout the retrofit process.
Data and Evidence Support
Ensuring clients have the right data to demonstrate compliance, value for money, and impact.
Procurement & Contract Management Support Supporting clients to shape, procure, and manage retrofit contracts that balance delivery, quality, and long-term value on existing or new requirements.