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Renovation through Quality supply chains and Energy Performance Certification Standards (REQUEST)

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The goal of this project is to increase uptake of low carbon renovation measures in residential properties. The Energy Performance Certificate (EPC) provides information and recommendations about what could be done in a home. However, for this information to be turned into action, the customer needs to feel confident enough to act. Central to this is ensuring that different trades and professions work together effectively to deliver a high quality low carbon renovation and that homeowners or landlords are motivated to invest in either major or minor renovations of their properties whether in response to EPC recommendations or through other means. Therefore project’s central objective is to provide national and regional agencies across the EU with a set of tried and tested tools and techniques which can be promoted to dwelling owners and professionals involved in renovation focussing on: -Tools and practices to increase the uptake of EPC recommendations -Providing a quality standard for low carbon renovation These tools can bring together the supply and demand sides to increase the building renovation rates.


  • Established an inventory of 115 tools, techniques and schemes, collected from 28 countries that promote low carbon renovation – focusing on quality assurance schemes and schemes that encourage action on EPC recommendations. Results from the inventory were presented at CA EPBD and were used to develop further tools during REQUEST. The inventory is in use, or planning to be used by 7 EU countries.
  • The creation of a user-friendly web tool - the Efficiency Assistant - to advise a range of audiences: homeowners, policy makers, designers, builders and qualified experts of the use of EPCs and what to do next to take action on them. It has had more than 348 unique visits from 27 different countries, 286 downloads of the common useful information and 682 views of tools factsheets contained -
  • Produced a detailed process for ensuring quality is maintained on-site during an energy efficient renovation. The process itself contains two parts – a process diagram or overview of the process to follow for quality renovations and a more detailed series of checklists that explain what exactly needs to be checked. The process also suggests how it could be integrated into existing quality schemes and how a quality label could be put in place.
  • The tools above, before being finalised were piloted in projects that took place in all partner countries (11 MS). The projects undertaken were relevant to the barriers identified in each country, with 6 of them involving actual renovations of buildings. In total through the pilots, over €18.6 million Euros was invested in low carbon renovation; 9,600 tCO2 was saved and over 36,400 MWh of energy was saved.
  • A summary of the whole customer journey – comprising of 11 steps, from issuing of the EPC, to the customer considering possible improvement measures, to engaging with a supplier and having measures installed. An overview of the whole process is essential when considering how to promote low carbon renovations as for the customer proposition to be as attractive as possible, the whole process must be seamless for the consumer.

Lessons learned

  • Training and support for the supply side. There is a need to build trust between homeowners and the supply chain. This can be achieved by improving the knowledge of builders and craftsmen on energy efficient measures and their benefits. The REQUEST project has demonstrated that provision of consistent information and training for the supply chain is an important and cost-effective measure for overcoming this important barrier to uptake of energy efficiency by homeowners.
  • Communication and information for the demand side. There needs to be much more support given to homeowners to help them move to the next stage in the customer journey after they have received an EPC outlining the recommendations. This can be achieved through a broad range of interventions which could include case studies of homes that have installed measures; or web tools that allow householders to consider the range of ways they can improve their property.
  • Partnerships between the supply and demand side should be encouraged. Partnerships proved very effective in the pilots for improving communication and building trust at all levels – from project specific partnerships through to partnerships at the local, regional and national levels. Creating a partnership structure brings together a wide range of expertise, strengthening the insight of all parties and improving the ability for problem solving.

Partners and coordinator

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The Energy Saving Trust Limited
United Kingdom
Contact point: 
Mrs Emilie Carmichael
Frances Downy
+44(0)20 7227 0387


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In brief

16/04/2010 to 15/11/2012
Contract number: 

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