The secret refurb

The 1916 block was refurbished last year. The association says the work was done to the same standard as an adjoining block that was rated “excellent” under Eco Homes.

The work included: adding energy-efficient bulbs to all light fittings; lining all the walls with plasterboard to provide a high level of insulation; providing an energy-efficient gas boiler and adding thermostatic radiator valves to make the temperature in each room adjustable. It also enlarged the flats – reducing them from blocks of 27 to 17 – to provide extra space that can be used for home offices or for drying clothes. Outside, a bicycle rack was installed.

The family's view

A survey conducted by the Association for the Conservation of Energy in April found that William Sutton tenants in Derby were better informed about environment-friendly technology in their homes than at other associations. But Chambers is almost oblivious to any of the changes.

“When I moved in, I got a booklet about the changes but it didn’t mention anything about being environmentally friendly,” she claims. She concedes that with the new double-glazed windows and insulation, the flat gets warm more easily than before, but adds: “Because I pay monthly bills I haven’t really noticed whether they have been higher or lower since we moved in.”

Chambers does make the most of the energy-efficient boiler. “The heating stays on constantly,” she says. “I like to have the flat quite warm.” Indeed, when Housing Today visits the windows are open but the house is still like a sauna.

Perhaps this demonstrates the Sustainable Homes report’s concern that tenants may simply use more energy than before because they know it is cheaper.

Chambers doesn’t have a car and can walk to most places she needs to. Nathan has a bike chained to the railings outside the flat – but the pair claimed to have no idea that a rack had been installed on the estate.

Chambers found energy-saving bulbs were too bright and were longer than the lampshades – they gave her headaches, so she took them out.

She would, though, like to find out more about the flat’s special features. “It’s not until you’ve started talking about this that it’s got me thinking,” she says.

Joanna Yarrow's verdict

“If the association is doing another refurbishment, I think it will need to work a bit harder to make sure all the tenants know what features have been added. Nathan has a bike and obviously is using it regularly, but the RSL should let people who are using bikes know about the cycle racks – and, of course, inform other people and encourage them to get and use bikes.

“Of course by leaving the windows open and the heating on all day, Chambers was cancelling out any energy efficiency she might have had.

“Maybe it would have helped if someone had explained to her that turning the central heating down just one degree could save 10% on her energy bill.

“A lot of people replace their low-energy bulbs and go back to what they know. They think the only option is big bulky bulbs but, again, it could have helped if someone had pointed out there were different options.

“But this is the most self-sufficient location of the three places we have been.

“It’s really well served for public transport, with lots of buses and a tube station nearby, which is partly because it’s an older block of flats in a more established area.

“It’s good that sustainable adaptations can be made to older blocks rather than just building a new block and getting rid of the old one.”

The landlord says...

A spokesperson for Moat says: “We provide a comprehensive welcome pack that includes guidance on getting the best out of the central heating, saving water and other green actions.

“Many of the environmental features – such as improved insulation – are not obvious to a casual observer but would certainly be evident in a tenant’s household bills.”

The study by Action for Conservation of Energy praised William Sutton for the way in which it talked to its tenants about the environmental features that are provided in their flats. HT