London & Quadrant – Resident engagement


L&Q commissioned ZapCarbon to design and run an extensive resident engagement programme.

The programme was designed to help 20,000 residents to save money on their energy bills, the largest scheme of it’s kind in the UK.

We provided a multi-level approach to allow L&Q determine the efficacy and value for money of each engagement approach.

The challenge

  • It is difficult to reach in to the homes of residents in a meaningful way
  • Energy-saving is often a ‘closed book’ to many residents
  • Engaging with residents can be very costly
  • Measuring energy-saving progress achieved can be difficult

The Solution

  • ZapCarbon worked closely with L&Q in designing the optimal resident-engagement solution
  • 5 week, systemised energy-saving programme developed for residents
  • Help desk set up and staffed with energy-saving consultants
  • Rolling programme of managing residents through the energy saving process
  • Online platform developed for advice and self-monitoring
  • Live management dashboard of programme metrics

The Result

To date 20000 residents have received a detailed home energy assessment, advice on how to use heating, hot water and appliances more efficiently, and several energy saving gadgets, while 2100 residents have been engaged into the EnergySave extended support programme. Surveys show the residents to be very well satisfied with the service.

Average savings achieved are £75 / year from gas and £133 / year from electricity.

This amounts to an average saving of £208 / year per household.


“ZapCarbon have provided innovative technology and a strong focus on customer service delivering a programme which has helped our residents make valuable savings and feel cared for by L&Q”

Liz Bell – Senior Energy Officer – L&Q

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