Residents share their positive experience with energy upgrades

Initially hesitant about energy efficiency upgrades, Elizabeth and Trevor Prior embraced the changes - and haven’t looked back since.

When L&Q offered the Priors free home improvements, the couple had their doubts.

“We had some concerns. Six of us live here, and our home is our castle. What would this involve? How much disruption would it cause? Would it even work?"

L&Q arranged for a contractor to visit their home, assess the space, and recommend suitable upgrades. During the visit, Durkan took the time to walk them through the process, explain how everything worked, and answer their questions.

“They explained everything clearly, breaking down complex information into plain English and benefits that we could understand,” said Elizabeth.

Feeling informed and reassured, Elizabeth, 79, and Trevor, 81, decided to go ahead with the programme. Six months later, the couple’s home was fitted with a new boiler, windows, doors and insulation – all at no cost to them.

While the five weeks of work brought some challenges, with the coming and going of tradespeople and the inevitable mess of renovations, the Priors were impressed by how professional and considerate the team were. In their words, they were “friendly, approachable, and respectful of their space.”

Elizabeth said: “Home improvements can be stressful and some disruption is to be expected, but I cannot fault the team. We were never left without hot water or heating, even though we were having a new kitchen and bathroom put in at the same time.

"Every Friday, they’d tidy up and put things back so we could live ‘normally’ over the weekend. Nothing fazed them, and no request was too much. They cleaned up after themselves, and the mess didn’t spread throughout the house.”

Trevor added: “The chaps were friendly and polite. You could chat with them and even have a laugh.”

The job flowed smoothly from one task to the next, and before they knew it, the work was done.

“It took four weeks from start to finish. It was over before we knew it, and everything ran like clockwork,” said Elizabeth.

Seven months on, the results speak for themselves.

“It feels so worthwhile now that it’s over. The place is cosy and warm, and I love my new front door and windows.”

The couple have now lived through three seasons in their newly upgraded home. In winter, their end-of-terrace house was warmer and easier to heat. During a recent heatwave, they stayed cool and comfortable, and could regulate the temperature inside. Overall, they haven’t had a single trace of damp, mould or condensation.

“They plugged every last gap and I’ve noticed the difference in temperature big time. With the new doors, there are no drafts at all, and the house is much warmer in the winter”, said Elizabeth.

Trevor agreed: “During the colder months, we only needed the heating on once in the morning, with a quick boost at lunchtime if it was really chilly. It would come on again at half past three, but nine times out of ten, it was so warm we just turned it off,” said Trevor.

Elizabeth believes the tailored approach made all the difference.

“Originally, the plan was to install new windows and insulation upstairs. But that would have meant redecorating four bedrooms, and we thought about our great-grandson, Sam, who has autism. He doesn’t like change, and the upheaval could have upset him. I explained this to L&Q, and we agreed it was best to only do the downstairs."

Over the festive period, Durkan surprised the Priors with a Christmas gift to thank them for their patience – a kind gesture that happened to coincide with their 60th wedding anniversary.
“It was completely unexpected and we were very touched”, Elizabeth recalls.

Elizabeth and Trevor Prior have lived in their four-bedroom East Ham home for over 40 years. It’s been a haven for their family – including their four daughters, West Highland White Terrier, Chip, and 12 budgies. They currently live in the home with their grandson Ross, his wife Michaela and two great-grandchildren. Before retiring, Trevor was a HTV lorry driver, and Elizabeth worked at a bakery.

The Prior’s experience shows how thoughtful, personalised energy efficiency upgrades can transform a home and the lives of those who live in it.

So, would they recommend the programme to other residents? Their answer is simple: “Go for it!”