Towards large-scale roll out of “integrated home renovation services” in Europe

In this paper, Christophe Milin and Adrien Bullier from the European Climate, Infrastructure and Environment Executive Agency (CINEA) present a review of various initiatives that aim at developing integrated service offers for the energy renovation of private housing. After clarifying the concept of Integrated Home Renovation Services and positioning it in the current market offer related to home renovation, the paper analyses each step of the customer journey and illustrate how the user experience could be improved, based on local experiences. The authors propose an empirical typology identifying three main models: advice, support and implementation, and the provision of finance as an additional option and discuss how integrated home renovation services could be facilitated and rolled-out throughout the EU.