Retrofitting at scale:
Cotality works with many businesses facing the challenges of scaling up while maintaining the quality and culture that delivers early success. We spoke to John Puttick, Osborne Energy’s Managing Director to explore how they’ve scaled up without compromising on quality.
Osborne has nearly 30 years’ experience delivering retrofit but has recently scaled up at pace in response to government funding.
It’s company ethos of ‘Sustainable delivery through partnership’ is a reflection of its dedication and commitment to its clients, customers and the energy saving industry - and its approach to quality assurance.
About Osborne Energy
Established in 1996, Osborne Energy has been in the energy efficiency industry for nearly 30 years specialising in the delivery of energy saving projects and grant funding as a managing agent.
They provide a comprehensive range of services, including renewable energy solutions, heating, insulation and defect management. Offering full turnkey solutions to clients, with a main focus on decarbonisation strategies. They cater to the UK’s main energy suppliers as well as to councils, social housing providers and public sector, education, commercial and domestic clients.
The challenge Osborne Energy faced in 2021 was maintaining their quality management processes as they grew.
They came to Cotality, then CoreLogic, having heard others recommend PAS Hub software for managing the PAS 2035 workflow.
But PAS 2035 compliance wasn’t the only challenge they faced. Scaling up also required more boots-on-the-ground, at the same time as needing to improve tenant engagement. It turned out Cotality could help with those challenges too.
Independent Coordination: A Strategic Decision
Prior to 2021, Osborne’s quality oversight was delivered without an integrated system, and when John first joined the business in 2010, reporting was delivered through paper reports scanned in weekly.
Technology has moved on, and so has the scale of projects. Now it is vital that the business has a real-time view of jobs to support quality assurance. Oversight requires the delivery of site visits, evidence collection and follow-up on issues identified, together with lodgement of completed works with related evidence.
John was looking for a solution that helped manage the administration of this workflow, and has found it with PAS Hub, but also had in mind the need for support with retrofit coordination.
“I was one of the first fourteen people to do the retrofit coordinator course,” says John, “and from the start I understood that PAS 2035 is ideally delivered through independent coordinators. By using Cotality’s independent oversight it gives extra reassurance to our clients, and shows we are not marking our own homework”.
Cotality was able to offer the coverage, flexibility and cost that Osborne Energy required.
Cotality launched its independent retrofit assessment and coordination services in 2020 in response to market demand for both independent oversight and flexibility.
With all data and workflow managed through PAS Hub, and visible to all project partners, the approach was easily integrated with Osborne’s existing processes.
Diversity matters
As Osborne Energy continues to expand its retrofit operations, the emphasis remains on innovation and John explains how diversity plays a part.
“I’m proud to say that over 50% of our workforce are women, which is high for the sector”. John explains, “We benefit from diversity across the workforce, thanks to alternative views and better representation of the end customer in our decision-making”
Cotality’s Retrofit Coordinator Team Lead, Ellie Campbell Ricketts is keen to echo this view. “Retrofit Coordinators are not just technical experts—they’re translators between engineering and everyday life. To succeed, we must understand and empathise with the lived experiences of residents while also challenging assumptions and exploring smarter alternatives. That’s how we unlock both efficiency and equity. Diverse teams make this possible: they bring sharper thinking, livelier debate, and ultimately, better decisions for households, for carbon, and for cost.”
Smarter Surveys, Happier Residents
A further challenge John faced as retrofit scaled up was the need to improve tenant engagement, and minimise hassle.
He got his answer when Cotality launched the RA3. The service includes a 3D digital twin, enabling Assessors to quickly record the home and continue to undertake detailed measurements and plans off-site, with confidence.
“As a retrofit installer we need to deliver a high-quality service - we are working in people’s homes”, explains John. “The digital twins have been a game changer. They have reduced the number and length of visits, and noticeably improved the satisfaction score from tenants. It is less hassle for them, and the designs are right first time, which gives them confidence in us and our process”
Meeting Sector-Wide Needs
Osborne Energy’s use of Cotality’s services offers insights that will resonate across the industry. As more organisations build an understanding of their role in relation to net zero targets, related legal and social responsibilities, and the challenge of engaging residents, there’s a clear need for approaches that combine agility with assurance, and that recognise tenants’ needs and concerns.
From the lender evaluating risk, to the landlord engaging tenants, to the retrofit coordinator balancing quality and quantity—the value of independent, tech-enabled processes is clear.
