This new holistic approach is centered around the homeowner-family as the key stakeholder. All must be designed around the decision making and renovation process of the homeowner. A deep energy renovation is a process the homeowner goes through, called “the customer journey“. During this customer journey, there is a risk to drop out as lots of barriers are faced along the way. Reducing the barriers from a customer point of view will reduce the drop-out and increase the renovation rates. The supply side (building sector) as well as public parties and stakeholders must learn to organise themselves around the customer journey to scale up and improve impact.

Within the succesfull pilots of the REFURB-project, the specific focus was on creating one-stop-shops via un-burdening the homeowner and ensuring that the advice is trustworthy, providing an optimal, customised solution for modular, deep renovation towards NZEBstandards