Inventory of best practices for setting up an integrated energy efficiency service package

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This INNOVATE project brochure proposes an in-depth analysis of different aspects of the existing pilot models and the services they offer to homeowners. These features are hereafter presented with reference to the successive steps of the OSS “customers’ journey” proposed in the study "One stop shop Service for the Sustainable Renovation of a Single-Family Home" which was carried out in 2012 by a team composed of the University Mid-Sweden, DTU and VTT3 . For each feature, likely to be qualified as "good practice", we propose a brief description and additional information that could facilitate building an OSS. Our ultimate objective is to understand the overall functioning of these organizations, to assess their economic sustainability and to evaluate their effectiveness.

Why does INNOVATE project concentrate on one-stop-shop services for integrated refurbishments of private housing?

At European scale, according to Euroconstruct 2015, the construction sector represents 960 billion euro per year, the share of renovation is 57% of the market and energy-efficient refurbishments are deemed to represent only 15 % of all refurbishments. Increasing the market share of such deep energy-efficient refurbishment2 is a hard-to-reach objective as the market is fragmented. Indeed, more than 90 % of companies in the construction sector have less than 10 employees. However, it is key to find appropriate approaches to the market and leverage both demand side and supply side, as there is a consensus that these deep refurbishments are an opportunity to improve energy efficiency by 50 to 80%, which may be lost for 30 or 40 years if consumers do not choose appropriate works. The concept of “one-stop-shop” (OSS) is a business or office where multiple services are provided so as to offer customers all they need in just "one stop". Local authorities may also use this term to describe a facility offered to residents.

This concept seems attractive in order to lead people to perform energy-efficient refurbishments, as it would be a way to bridge the complexities of such projects for households and to overcome the fragmentation of the refurbishment market. But such one-stop-shop services are currently lacking, or still in an emerging phase, in most parts of Europe

Energy Efficiency/Saving
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