Lunch & Learn: Owning the customer journey
Part of the Future Homes Standard Essentials Series
Date / Time:
Friday 17 July, 1-2pm
What is the webinar about?
The transition to the Future Homes Standard (FHS) represents a fundamental shift in homebuilding. To ensure success, industry professionals must move beyond simply delivering buildings to owning the complete customer journey.
Join our webinar on 17th July to explore practical strategies for supporting residents in low-energy, all-electric homes. From marketing sales and lettings to proactive aftercare and maintenance, every interaction is a critical opportunity to build confidence in unfamiliar technologies like heat pumps, solar PV, and the role of smart time-of-use energy tariffs.
This session is tailored for:
- Sales and Lettings: Learn to act as educators, explaining new technologies and beneficial lifestyle habits in everyday language.
- Resident Engagement: Gain techniques to manage expectations, improve handovers and enhance aftercare
- Maintenance and Asset Teams: Discover how better communication reduces avoidable customer queries, unnecessary call-outs and improves overall customer satisfaction.
Register now to gain actionable insights from leading organisations and learn how to embed these "Hints & Tips" to enhance customer satisfaction and building performance.
Meet the Speakers
Jamie Bursnell - Head of Technical and Innovations, Bellway
With 20 years working in the energy sector, Jamie Bursnell has expertise in leading teams and businesses towards better energy management. Over the past four years, he has worked at national housebuilder Bellway.
After joining as as Group Technical and Innovation Manager, Jamie was recently appointed Head of Technical and Innovation. In this position, he looks after building regulation compliance and oversees the practical implications of the company’s sustainability strategy, Better with Bellway.
He is at the forefront of Bellway’s Future Homes programme, which includes industry-leading research with The University of Salford and other partners at Energy House 2.0 labs.
Neil Stone - Managing Director, REDD Design
Neil Stone is Managing Director of Renewable Energy Domestic Design Limited (REDD), the UK’s largest independent provider of heating and plumbing designs to the domestic new-build housing sector by volume.
With nearly 30 years of industry experience and an honours degree in Environmental Engineering, Neil has built a reputation for delivering practical, forward-thinking design solutions that support the transition to low-carbon housing.
Neil specialises in renewable energy system design, particularly air source heat pump integration, and works with a wide range of manufacturers and housebuilders — from major national developers such as Barratt Redrow, Persimmons, Taylor Wimpey and Gleeson down to bespoke self-build projects. He is passionate about helping the housing sector adopt efficient, compliant and commercially viable renewable technologies at scale.
Nick Hougton-Best – National Head of New Build, Daikin
Nick has been working in the HVAC industry for over 30 years specialising in new build and is a fully qualified OCDEA energy assessor supporting the designing and evolution of efficient heating systems.
He works closely with industry groups leading and consulting on technologies and their real-life implementation at scale.