New Series: Tenants Refusing Access – Understanding the Why and Exploring Next Steps

At TPAS Cymru, we believe tenant engagement is essential to decarbonising our homes. In fact, Net Zero won’t happen without them. Tenants should be central to decisions about their homes - especially when it comes to energy efficiency upgrades.

But recently, more and more housing officers have shared something with us: it’s becoming harder to gain access to homes for assessments or to do undertake improvement works. Refusals are rising. We know there is no one-size-fits-all reason for this. Every home, every story, every tenant is different.

That’s why we have created a special three-part series to understand, listen and work together on a solution. Together, we will look at why this is happening, hear from tenants who have already been through the process, and listen to those who are still unsure.

This is not about finger pointing - it’s about understanding. Because if we want to get Net Zero right, we need to build trust, listen openly, and work together (tenants, landlords and suppliers) from the start.

This is a space for honest conversation. For listening, learning, and reflecting. Whether you are a tenant, a housing officer, or someone working on the Net Zero journey, these sessions are for you.

Here’s what’s coming up:

Tuesday, 19th May 2025 | 2–3pm
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We are starting with a free session by hearing from housing staff about the everyday challenges they face when trying to access homes. What’s working? What’s not? What kind of support do officers need to build better relationships with tenants?

This staff only session helps us build a clearer picture - so we can approach the next steps with shared understanding.

 *Officers who attend will receive a discount for our final session on solutions in September.

Monday, 30th June 2025 |  2–3pm
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The second free session will be listening to tenants. In this focused tenant-only discussion, we will be speaking with tenants who have already been through Net Zero upgrades in their homes or in the process. What made the experience smoother? What could have been better? And how did it all feel?

Their voices and lived experiences will help shape future engagement - so other tenants can feel more informed, more reassured, and more involved. We will also take their feedback on literature and user guides to understand what works and what doesn’t.

*Tenants will receive a thank-you voucher for their time and valuable input.

Tuesday, 1st July 2025 |  2–3pm
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In this final session of the three-part free series, we will be speaking with tenants who haven’t had Net Zero work done yet - but are open to learning more. We will be discussing:

• What do you know about Net Zero changes to your home?
• What questions or concerns do you have?
• What would make the idea feel more comfortable?

It’s a welcoming space to share thoughts and shape future communications so more tenants feel confident in saying yes when the time comes.

Coming this autumn as part of our WHQS-themed series:
TPAS Cymru will bring together what we have learned from these sessions into a practical follow-up event. The focus will be on What have we learned? What needs to change? How do we improve tenant trust, support, and engagement?

In this session, we will:

1. Look at key themes from the three sessions above.
2. Explore what’s working well in England, Scotland, and Northern Ireland.
3. Review tenant feedback and discussions from online platforms like Facebook, Reddit, and Discord, and other forums.
4. Build on insights gathered from other tenant events and visits.

We can’t decarbonise homes without tenants - and we shouldn’t try to do it without listening first.

This series is one way we are ensuring tenants' voices are part of the conversation from the beginning - so we are not just delivering upgrades, but building trust, comfort, and long-term change.

 Join us:

• Session 1: Officers – What’s the problem?
• Session 2: Tenants who have had work done
• Session 3: Tenants curious about Net Zero

Let’s take this journey together - because better conversations lead to better outcomes for everyone.