Task: Tenant liaison


Today we continued the tenant liaison process, meeting with Mr and Mrs Tropman of 30 Chestnut Mews.

We find a very important part of the installation process is tenant liaison. It is important for all stakeholders to have a full grasp of the process and remain informed of progress. We carry this out in a four steps.

  1. Letter:

The resident receives a letter informing them that their property is to benefit from a Kensa ground source heat pump installation. They are told how their previous night storage heaters will all be removed, replaced with new radiators, and a new hot water cylinder fitted to support the new ground source heat pump, which will be located inside an airing cupboard along with the hot water cylinder. The resident is advised Kensa’s surveyor will soon begin property surveys, heat loss calculations and system designs for their new system.

  1. Initial Visit:

During the surveyor’s visit a Kensa Project Manager discusses the installation process with the resident, and answers any immediate questions and allays any concerns.

  1. Step-by-step guide:

After the initial surveys and heat loss calculations Kensa sends a comprehensive booklet to the resident detailing the installation process from beginning to end.  This includes a description of each of the components that make up their system and how long the project will take. We ask that the residents write down any questions they may have so we can answer them during our next visit.

  1. Team Visit:

The final step is tenant liaison visits, Kensa along with representatives from Trent and Dove meet with each resident, answering any questions and explaining the process face to face. During this visit we like the plumbing contractor to accompany us so that radiator positions can be agreed with the tenant and any problems can be highlighted early on.


Project in a nutshell

  • Design and install communal ground source heat pump systems into two blocks of three-storey flats
  • Drill 40 boreholes to an average depth of 140m
  • Manifold the boreholes to 12 individual ground arrays
  • Trench back to the 60 flats
  • Remove old inefficient night store heaters and hot water cylinder
  • Replace with a Kensa Shoebox 6kW, a highly efficient hot water cylinder and a wet radiator system
  • Install thermostatic and time controls to allow total control for residents with individual heat requirements

Read more about the background to this project here: https://www.kensacontracting.com/live-retrofit-project-blog-follow-trent-doves-latest-gshp-scheme/

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