Toolkit: How housing providers can engage with residents during energy retrofits

A resource for housing providers to support residents before, during and after a deep energy retrofit of affordable housing

SUSTAINABLE AFFORDABLE HOUSING

Retrofit of sustainable affordable housing

Residential buildings play a significant role in Canada’s transition to a low-carbon future.

Many community and public housing buildings were constructed prior to 1994 and now require upgrades to remain comfortable, affordable and resilient. Deep energy retrofits such as improving building envelopes, modernizing mechanical systems and electrifying heating and hot water can reduce emissions, lower operating costs, extend asset life and improve resident comfort.

Delivering retrofit projects in occupied residential buildings can be complex. In-suite work, system upgrades and construction disruptions affect residents’ daily lives and require careful coordination.

Resident engagement is a critical consideration when delivering retrofits in occupied homes. This toolkit focuses on practical approaches to engaging residents throughout retrofit projects, recognizing the unique realities of working in occupied buildings.

Resident engagement toolkit for deep energy retrofits

This toolkit is intended for housing providers across Canada as well as the property managers, contractors, government staff and funders they work with.

The toolkit offers practical guidance, case studies and tools to help project teams:

Engage residents meaningfully at every stage of retrofit projects.
Reduce dissatisfaction and improve the construction experience.
Prioritize retrofit solutions that deliver environmental, financial and social benefits.
Support behaviour change that helps sustain long-term energy savings.

Ultimately, this toolkit supports housing providers and partners in delivering retrofit projects that are technically successful, financially sustainable and community centred.

Download the toolkit

Case studies

Toronto Community Housing Corporation’s Field and Tree Sparroway (Ontario)

Field and Tree Sparroway is a community housing townhouse complex in north Toronto serving approximately 175 families. Toronto Community Housing Corporation led a multi measure deep energy retrofit in partnership with The Atmospheric Fund (TAF) and Turner Construction Company.

Engagement approach

Conducted a pre retrofit resident survey to understand comfort issues and establish a baseline.
Used community events and informal gatherings to share plans and build awareness.
Provided regular project updates through notices, schedules and direct outreach.
Coordinated in suite work with added on site support to increase resident comfort.
Delivered post retrofit education on new systems and energy saving practices.

Key outcomes

High levels of resident satisfaction with construction and repairs.
Strong understanding of retrofit benefits among residents.
Positive feedback on contractor conduct during in suite work.

What others can learn

Early surveys and consistent communication helped align retrofit delivery with resident needs and supported cooperation during construction in an occupied community.

Multifaith Housing Initiative’s Carver Place (Ontario)

Carver Place is a townhouse community in Ottawa providing rent geared to income housing for 63 families. Multifaith Housing Initiative led a deep energy retrofit in partnership with EnviroCentre.

Engagement approach

Began engagement early in planning, with ongoing communication throughout the project.
Used a pilot retrofit in one occupied and one unoccupied unit to show residents what to expect.
Created opportunities for residents to ask questions and share feedback before full rollout.
Continued communication during construction to support access and coordination.

Key outcomes

Increased resident understanding of retrofit impacts and benefits.
Reduced uncertainty and improved readiness ahead of full construction.
Reliable heating and cooling, lower energy use and improved comfort.

What others can learn

Piloting retrofit work in a small number of units can build trust, help residents visualize changes and support smoother implementation at scale.

Sundance Housing Co-operative’s retrofit (Alberta)

Sundance Housing Co-operative is a townhouse community in Edmonton. The co-operative completed a comprehensive deep energy retrofit of its 59 original units to improve building performance and transition away from fossil fuels.

Engagement approach

Held early resident information sessions to explain retrofit goals and options.
Used member working groups and advisory committees to support decision making.
Shared information transparently about costs, timelines and disruption.
Provided regular updates during construction and clear points of contact.
Delivered post construction education and follow up on new systems.

Key outcomes

Strong resident understanding and support for major retrofit decisions.
Smoother coordination during construction in an occupied co-op setting.
Improved comfort and long-term building performance.

What others can learn

In co-operative housing, early and ongoing engagement supports informed voting, shared ownership of decisions and successful delivery of complex retrofit projects.

Toolkit resources

Resident engagement planning worksheet

An effective resident engagement approach uses a mix of tactics tailored to the specific community, recognizing that residents differ in demographics, needs, preferences and familiarity with retrofit projects. Use this worksheet to plan resident engagement approaches across different project phases.

Download the worksheet

Deep energy retrofit chart

Use this chart to assess how to assist residents through each phase of the retrofit journey.

Download the chart

Engagement planning checklist

Use this checklist to ensure each phase of the retrofit has engagement strategies planned and implemented.

Download the checklist

Pre- and post-retrofit survey

This survey helps housing providers understand residents’ experiences in their homes, including comfort issues, operational challenges and other day-to day concerns. It can be used before a retrofit to identify priorities and inform planning, and after a retrofit to understand what has changed and where additional support may be needed. The survey can be adapted to suit local needs, with questions added or removed as appropriate.

Download the survey

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