A housing association with almost 2,000 homes in the Vale of Glamorgan, has won a top award for its innovative heat pump project.
Newydd Housing Association's 'All Pumped Up' initiative was named the winner of the 'Involving Tenants in Environmental Initiatives Award', at the TPAS Cymru Good Practice Awards 2024 in Cardiff.
This project includes online instructional videos helping tenants solve common issues with their air source heat pumps, and QR codes on the pumps for quick and easy access to the videos.
The association said that these resources have proved popular with tenants, adding that they've recorded 156 interactions with tenants from surveys, interviews and door-to-door conversations - much higher than traditional paper-based methods.
As Newydd tenant Jordan Day said: "They have been a game-changer for us.
"It's empowering to fix small issues ourselves without having to wait for help.
"We truly appreciate the effort Newydd has put into supporting us.
"The explanation about why radiators might feel colder than usual was especially helpful.
"My mother and I had wondered about this when we first moved in, and the videos provided clear answers."
Scott Tandy, Newydd's digital inclusion officer, also acknowledged their success. He said: "We are thrilled to be recognised by TPAS Cymru for our efforts in using digital tools to support our tenants.
"The instructional videos cover a range of topics, making it easier for tenants to keep their air source heat pumps in top condition.
"By offering this support, we can reduce the need for calls to our customer services team, saving both time and resources while ensuring tenants remain comfortable in their homes."
As a result of this initiative, Newydd has seen a 'significant reduction' in out-of-hours calls related to heat pumps and fewer visits by engineers.
The Annual TPAS Cymru Good Practice Awards celebrate achievements in tenant participation and engagement across Wales.
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