FAQs

We’ll give you as much notice as possible before work starts in your home. You will also receive a letter confirming your start date in advance.

Yes. Every home is different, so a pre‑visit is required. An appointment will be arranged to assess the work and discuss any questions or concerns you may have.

No. You can remain in your home while the work is carried out. Each evening, we will ensure your water and electricity are fully restored.

Yes, please inform your home insurance provider that building work will be taking place.

• Kitchen only: 15 working days
• Bathroom only: 15 working days
• Kitchen and bathroom: 20 working days

We aim to have a trade attending daily. However, due to drying times and work sequencing, there may be 2–3 days during the programme when no one is in your home.

Your Resident Liaison Officer will provide daily updates so you know who to expect.

Yes, but changes must be requested within the 5‑day cooling‑off period, starting from the date you signed the design and colour choice form. This allows time for materials to be ordered and manufactured to meet delivery schedules.

Your Resident Liaison Officer (RLO) is your main point of contact and they will stay in regular contact with you throughout the improvement works.

They will keep you informed about access arrangements, available choices, and any other important details to help ensure the work

runs smoothly. If you have any questions or concerns at any stage, your RLO will be happy to discuss them with you and provide the support you need.

All contractor staff will carry official identification and wearing United Infrastructure branded clothing. If you are ever unsure or feel worried, please call your Resident Liaison Officer (RLO) immediately. They can confirm whether the person at your door is a legitimate member of our team.

We understand that these works can be disruptive and may not always progress as you expect. However, it’s important that we are given the opportunity to complete the works in line with the agreed programme.

Please allow our team to carry out the works without involvement during the installation phase, as there are multiple quality inspections built into the process. These checks take place before the works are offered to SNG for final handover.

We assure you that all works will be completed in line with SNG’s specifications and quality standards. Any concerns you have during the process should be raised with your Resident Liaison Officer, who will ensure they are addressed through the appropriate channels.

All checks will be carried out in partnership with SNG to ensure that you’re both fully satisfied with the quality of the completed work.

After the work in your home is finished, if you have any problems in the first 12 months please contact your project administrator on 01322 612 800 or email D1enquiries@unitedInfrastructure.com

Yes, all measures of work identified are needed to improve your home in line with the energy efficiency requirements.

Yes, when you receive your MSC certification, you will need to contact them with this information.

This is due to the multiple measures of work required to complete the SHDF programme and enabling works required. Each individual measure must have its own dedicated survey.

This ensures that all works can be carefully planned and delivered efficiently and without delay.

This will depend on your homes identified measures of works. Our resident liaison officer will inform you prior to works if this is required. United Infrastructure can assist with temporarily removing belongings and putting these back upon completion.

Where possible, try to use appliances during the day when the PV is generating power, as opposed to the evening or overnight. Solar PV panels will typically generate the most power during the middle of the day. If not done so already, consider getting a smart meter which could help track your energy usage and real time savings.

There will be no rent increases directly due to retrofit works carried out in your home.

No, SNG have no commercial benefits from the PV panels, any unused electricity generated will go back to the grid.

To get the most from your new energy efficiency measures, we encourage you to apply for the ‘Smart Export Guarantee’, which pays you back for the unused energy generated by your solar panels.

The Smart Export Guarantee is a UK government-backed initiative that allows households to earn money by exporting energy produced by your solar panels that is not used in the home back to the grid.

See the link for more information: Smart Export Guarantee (SEG) | Ofgem

Yes absolutely, SNG and UI encourage you to apply for the Smart Export Guarantee. To do this you will need to reach out to your energy provider. They will ask you for a cover letter from your landlord authorising your application and you will need to supply your install certificates. Please reach out to us via the ‘contact us’ button and we will send you everything you need.