Although there is an array of technical solutions available for retrofitting the building stock, the uptake of these by owner‐occupants in home improvement activities is lagging. Energy performance improvement is not included in maintenance, redecoration, and/or upgrading activities on a scale necessary to achieve the CO2 reduction aimed for in the built environment. Owner‐occupants usually adapt their homes in response to everyday concerns, such as having enough space available, increasing comfort levels, or adjusting arrangements to future‐proof their living conditions. Home energy improvements should be offered accordingly. Retrofit providers typically offer energy efficiency strategies and/or options for renewable energy generation only and tend to gloss over home comfort and homemaking as key considerations in decision‐making for home energy improvement. In fact, retrofit providers struggle with the tension between customisation requirements from private homeowners and demand aggregation to streamline their supply chains and upscale their retrofit projects. Customer satisfaction is studied in three different Dutch approaches to retrofit owner‐occupied dwellings to increase energy efficiency. For the analysis, a customer satisfaction framework is used that makes a distinction between satisfiers, dissatisfiers, criticals, and neutrals. This framework makes it possible to identify and structure different relevant factors from the perspective of owner‐occupants, allows visualising gaps with the professional perspective, and can assist to improve current propositions.
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The municipality of Apeldoorn had polled the interest among its private home-owners to turn their homes energy neutral. Based on the enthusiastic response, Apeldoorn saw the launch of the Energy Apeldoorn (#ENEXAP) in 2011. Its goal was to convert to it technically and financially possible for privately owned homes to be refurbished and to energy neutral, taking the residential needs and wishes from occupants as the starting point. The project was called an Expedition, because although the goal was clear, the road to get there wasn’t. The Expedition team comprised businesses, civil-society organisations, the local university of applied sciences, the municipality of Apeldoorn, and of course, residents in a central role. The project was supported by Platform31, as part of the Dutch government’s Energy Leap programme. The #ENEXAP involved 38 homes, spread out through Apeldoorn and surrounding villages. Even though the houses were very diverse, the group of residents was quite similar: mostly middle- aged, affluent people who highly value the environment and sustainability. An important aspect of the project was the independent and active role residents played. In collaboration with businesses and professionals, through meetings, excursions, workshops and by filling in a step- by-step plan on the website, the residents gathered information about their personal situation, the energy performance of their home and the possibilities available for them to save and generate energy themselves. Businesses were encouraged to develop an integrated approach for home-owners, and consortia were set up by businesses to develop the strategy, products and services needed to meet this demand. On top of making minimal twenty from the thirty-eight houses in the project energy neutral, the ultimate goal was to boost the local demand for energy- neutral refurbishment and encourage an appropriate supply of services, opening up the (local) market for energy neutral refurbishment. This paper will reflect on the outcomes of this collective in the period 2011-2015.
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The economic recession has hit especially hard the residential building sector in the EU region, e.g., the number of the housing completions has decreased -49% and the total residential output has been squeezed down by -24% between 2007 and 2014 (Euroconstruct, 2015). In turn, the aim of our paper is to suggest a set of radical, novel programmes for developing the national residential building sectors within EU member countries up to 2025. We have applied the framework of strategic niche management (SNM) to the diagnoses of the current portfolios of the innovation, R&D programs in our two member country contexts. In the case of the Northern Finland, the prime example is Hiukkavaara, the largest district to be built in the City of Oulu. Homes will be constructed for 20,000 new residents. Hiukkavaara is a model for climate- conscious design in the northern hemisphere. Energy and materials are conserved, nature is valued and human beings adapt to their environment. One sub-programme involves Future Buildings and Renewable Energy Project. In the case of the Netherlands, the prime example is Energiesprong (Energy Leap), i.e., the innovation programme commissioned by the Dutch Ministry of the Interior. The aim is to make buildings energy-neutral and boost large-scale initiatives. The sub-programmes are targeting homes owned by housing associations, privately owned homes, office buildings, shops and care institutions. This programme is about ensuring new supply by encouraging companies to package a variety of technical sub-solutions, full services and financing options as well as about asking clients to put out tenders and ask for quotes in novel ways, with the government making changes to the rules and the regulations. Experiences on which the Dutch case in this paper focuses are sub-programmes for residential buildings, which include de Stroomversnelling, LALOG and Ons Huis Verdient Het. Based on the emerging Finnish and Dutch evidence, we are suggesting key elements to be incorporated into future national residential programmes within EU member countries on: (1) radical direction with balanced stakeholder groups, trustworthy advocates, contextual goal-setting and barriers management, (2) radical networking with entrepreneurial roles and causal links, novel expertise, transparent choices and digital platforms and (3) radical learning processes to arrive at better informed markets on user preferences, co-innovating, new rules and regulations, higher performance/price ratios, higher quality, new roles and responsibilities assignments.
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