This Learning Lab focused on how One-Stop Shops (OSS) can effectively monitor and demonstrate their impact on building renovation. As OSS initiatives expand across Europe, the ability to collect consistent data and define clear indicators becomes essential to measure their contribution to energy savings, CO₂ emission reductions, and social outcomes such as reducing energy poverty.

‍Session 1: OSS Monitoring – A First Step for Transparency (3 November 2025)
Main speakers: Luca Ghidini (IT), Ina Karova (BU), Nicholas Stancioff (LV)

Harley & Dikkinson – Monitoring a Nationwide OSS Network (Italy)
Harley & Dikkinson has established a nationwide network of 160 one-stop shops (OSS) across Italy to support citizens and communities in building renovation. The OSSs provide personalised technical advice, administrative assistance, coordination of renovation works, and access to financial instruments through partnerships with banks and credit institutions. A strong monitoring system underpins this network: weekly KPIs track the performance of affiliated OSSs and ensure transparency across the renovation supply chain. This continuous monitoring allows the organisation to measure energy impacts, certify the quality of results, and maintain trust among homeowners and market actors. By linking local actors—companies, professionals, and institutions—within a monitored territorial network, the initiative strengthens reliability and accountability throughout the renovation process.

MultiHome – Monitoring End-User Engagement (Bulgaria)
The MultiHome project provides an integrated home renovation service supporting homeowners throughout their entire renovation journey. Its approach focuses on building cooperation between homeowners, renovation businesses, and public authorities to accelerate the Renovation Wave and foster customer-centred business models. Services are organised through a structured catalogue, and monitoring tools track how users access these services and move through the renovation process. In 2025 the service recorded 79 consultations, with transition rates reaching up to 88% and recruitment at 27%. By collecting data on consultations, service uptake, and outcomes, the monitoring system helps evaluate the effectiveness of engagement strategies and continuously improve the support offered to homeowners.

Ekubirojs – Long-Term Impact Monitoring (Latvia)
Ekubirojs is a non-governmental organisation representing building owners in energy renovation processes. To strengthen trust among end users, it publishes annual reports detailing its financial sources and measuring the impacts of its activities. The organisation emphasises the importance of long-term monitoring, noting that the real quality of renovation work can only be assessed over periods of 20–30 years. Such monitoring enables the measurement of energy consumption trends as well as residents’ satisfaction after renovation. Ekubirojs also presented the SUNSHINE platform, designed to support data collection and evaluation of renovation impacts over time.

Session 2: Measuring Multiple Benefits of Local OSSs (14 November 2025)
Main speakers: Raquel Díaz Abarca (ES), Marina Varvesi (IT)

BUILD UPON Framework – Capturing the Wider Impact of Renovation (Spain)
The presentation introduced a monitoring framework developed through the BUILD UPON initiative, designed to capture the benefits of building renovation beyond energy efficiency. The framework supports public sector leadership in decarbonising Europe’s building stock by harmonising data collection and linking local information with national strategies. It also measures environmental, social, and economic impacts of renovation actions. The approach complements existing policy instruments such as Long-Term Renovation Strategies and Sustainable Energy and Climate Action Plans. A multi-level renovation impact framework was presented, including 13 indicators that allow local actors to assess how energy measures contribute to broader renovation outcomes. In this context, local OSSs can play a crucial role in collecting and providing the data needed to track progress toward EU climate objectives.

Informa Energia – Monitoring Social Impact and Energy Poverty (Italy)
The Informa Energia initiative presented a mobile One-Stop Shop operating in 15 districts of Rome. Its mission is to tackle energy poverty while promoting sustainable energy practices. The service provides clear and impartial advice on energy bills, contracts, renovation incentives, and renewable energy options. Activities include personalised consultations and “Energy Caffè” events aimed at raising awareness among citizens. To ensure accessibility, the initiative relies on a strong communication strategy and simple, user-friendly materials suitable even for citizens with limited digital skills. A robust monitoring system tracks service usage, user satisfaction, and levels of energy vulnerability among participants. This data helps refine the service and demonstrates how OSSs can contribute to social inclusion and the reduction of energy poverty.

Session 3: Governance and Monitoring Requirements for OSS (14 November 2025)
Main speaker: David Cis (BE)

De Energiecentrale – Governance and KPI-Driven Monitoring (Belgium)
De Energiecentrale, the city of Ghent’s One-Stop Shop for energy renovation, presented its organisational model, which combines municipal services, welfare organisations, and freelance renovation coaches. The initiative operates under formal agreements between city and regional authorities and is supported by clear governance structures. The service design process begins by defining objectives, identifying barriers faced by homeowners, and developing a service blueprint that includes user needs, front-office and back-office processes, and customer-relationship management systems. Monitoring plays a key role in governance: collaboration agreements define indicators and reporting obligations at both city and Flemish levels. Public subsidies are linked to regular reporting—every six months and annually—based on KPIs and OSS cost indicators. The presentation also referred to findings from the Fosster project, which compared different organisational models (public, inter-communal, and public-private) and highlighted the importance of balancing flexibility with institutional stability.

Conclusions from the Learning Lab
Monitoring the impact of One-Stop Shops is essential for demonstrating their contribution to building renovation and climate objectives. The discussions highlighted several key lessons.
- Transparent monitoring systems help build trust among stakeholders and allow OSS operators to better evaluate and improve their activities. At the same time, OSSs can play a strategic role in tracking progress toward national and regional targets derived from EU climate policies, since they collect valuable local data on renovation activities and their outcomes.
- Another important aspect is the ability of OSSs to identify and engage vulnerable households. Face-to-face interaction enables advisors to better understand citizens’ needs and address issues such as energy poverty.
- The success of OSS initiatives depends on clear governance frameworks, stable funding mechanisms, and flexible organisational models capable of adapting to local contexts. Effective monitoring therefore requires well-defined indicators covering service delivery, user engagement, and financial performance, ensuring that OSSs can demonstrate both their operational efficiency and their long-term impact on the energy transition.

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