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A Third-Party Program of the Pacific Gas and Electric Company
(PG&E)
Tenant Engagement for Multi-Family Properties
August 21, 2013
California Multi-Family New Homes
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Minimize or expand the pane View Attendee List Choose audio mode Type Questions
Questions will be taken after each section in the
order received
Using GoToWebinar
October 2009
Sponsored by PG&E
“PG&E” refers to Pacific Gas and Electric Company, a subsidiary of PG&E Corporation. © 2013 Pacific Gas and Electric Company. All rights reserved.
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Introductions TRC Energy Services Consulting on energy efficiency for buildings Program Implementation Codes & Standards Emerging Technologies Evaluation
Expertise in multifamily energy efficiency program implementation throughout the United States
http://www.cmfnh.com
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Program Description
Public service program: Cash Incentives Energy Design Assistance Project Roundtable Educational Opportunities Program Coordination Facilitate energy efficient design
and construction in new multi-family housing through cash incentives
and design assistance
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Eligible Customers Multi-family buildings in PG&E
service territory: 3 or more attached units New construction Exceed 2008 Title 24 Standards
by at least 20% Complete construction and
verification by December 31, 2016
Example building types: apartments, condos, townhomes, assisted living*
* Please contact TRC if you are unsure of the eligibility of your project.
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Incentive Information
Agenda Designing with behavior in mind – Scott Kessler (TRC) Tenant Engagement Intro Enterprise Green Communities – William Ho California Housing Partnership Corporation
– Tara Siegel Maintenance Best-Practices
Questions will be taken after each section
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DESIGNING WITH BEHAVIOR IN MIND
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Design Intelligent Buildings
Practical approaches to building design can significantly effect the way
tenants use energy!
Today, we’ll introduce a few lesser-known measures that can push your buildings toward deeper energy savings
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Primary Impact Areas Building envelope & lighting Can save at least 40 percent of total building
energy use Poor practices can increase energy use by about
90 percent in all climate zones HVAC Best design practices can lead to about a 50
percent savings Worst practices can lead to a 60-210 percent
increase in energy use, depending on climate Source: New Building Institute Sensitivity Analysis: Comparing the Impact of Design, Operation, and Tenant Behavior on Building Energy Performance, 2011
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Lighting 12
Switches: Tenants are more likely to turn lights off when a switch is conveniently located
Availability: Select options that are affordable and available on the mass market
Suitability: Lighting that best suits a space is less likely to be replaced for a more inefficient option
Daylighting: Energy saving + aesthetic! Sensors: Occupancy vs. schedule
Windows Operability: maximize cross ventilation to
encourage tenants' use of windows Window Film: cost-effective method to reduce the
amount of heat transfer in hot climates Blinds: Top vs. bottom mounted
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Programmable Thermostats Pre-program settings: Studies show that tenants
are more likely to leave programmable systems at their default setting (as long as those defaults are ‘comfortable’)
Occupancy: thermostats should be placed in the areas where tenants will spend the most time
Placement: be sensitive to register location, and whether the thermostat is likely to be affected by ‘zone conditions’
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HVAC Systems & Distribution Technologies are only as effective as the people interacting with them. By understanding the behavioral factors in HVAC, we can design better systems and buildings, and find ways to influence performance-defining behaviors.
-UC Davis Western Cooling Efficiency Center
Size systems appropriately Register placement: avoid placing registers
where occupants could feel drafts Meet comfort requirements: Displacement
ventilation & heat recovery Overlapping functionality: avoid systems that
can operate concurrently
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TENANT ENGAGEMENT
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Tenant Engagement
Behavioral Strategies
Commitment and Follow-through
Feedback Framing In-person Interactions Rewards and Gifts Social Norms Combined Strategies
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Tenant Engagement
Commitment Set goal jointly Smaller → Larger ENERGY STAR DOE Study
Follow-Through Prompts & Reminders
Ithaca Comp Labs
Energy Plans
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Tenant Engagement
Feedback Real-time or Periodic Quantitative or Qualitative
Must resonate!
Social Norms Descriptive– Observed
Hotel Towel Reuse Injunctive- Instructed
SMUD’s Home Energy Report Program
Do not showcase negative norms
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Tenant Engagement
Framing Emphasize EE
Benefits Minimize Choices Frame EE Behaviors
Moderate Choice Status Enhancing Loss Prevention
Prepayment Structure Opt-in vs opt-out
Default Options German Green Power
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Tenant Engagement
In-Person Interactions Credible Messenger
Model Behavior Authority Figure BC Hydro & Steve Nash
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Tenant Engagement
Rewards and Gifts Colorado River Union
High School District Chance to win larger
reward (lottery) Competition
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Tenant Engagement
Combined & Suggested Strategies Feedback-based
competition w/social and authoritative norming
Commitments, prompts, reminders, and energy plan combined w/raffle
Market activities with framing devices
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Tenant Engagement
Questions???
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Title Date
Green & Healthy Resident Engagement
William Ho Program Director, Northern California
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Enterprise builds on more than 30 years of excellence
• Since 1982 - $11 billion invested to build or preserve over
300,000 affordable homes nationwide • Our mission drives us to continue finding new, holistic
solutions for healthy, sustainable homes in diverse, thriving communities.
• Environmental sustainability drives all aspects of our activities and operations
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Multifamily buildings house our nation’s poorest residents who bear double the energy burden
Residential buildings account for more than half of the built
environment and 21% of all U.S. carbon emissions Energy reductions of only 20% in federally subsidized
buildings could generate $1 billion in savings
Why is this important?
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Green Communities Criteria
Location + neighborhood fabric
Site improvements
Operations + maintenance
Integrative design
Healthy living environment
Energy efficiency
Water conservation Materials beneficial
to the environment
A holistic approach to building the green community
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What you’ve told us?
Residents key to successful operations and maintenance strategy, vice versa
Size, scale, capacity. Lot’s of time!
What’s working?
Training, Empowering Site Staff
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Example of a New Pilot Approach
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Topics Covered
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Sample Exercise – Time for a Poll!
Test your understanding of water saving actions! We are going to launch a
poll Questions will pop up in
your screen – to take part, read the question select an answer click ‘submit’
We will collect responses and review the correct results.
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Sample Exercise – Questions
Water Saving Action Guess Gallons of Water Saved Per Day
Shower time less than 5 minutes 4 | 15 | 16 | 20
Use low flow showerhead 4 | 15 | 16 | 20
Turn water off for 2 minutes when shaving 4 | 15 | 16 | 20
Turn off water when washing dishes 4 | 15 | 16 | 20
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Set of electronic “Cards” in a Power Point format
Potential end uses:
Power Point presentation…
Printed signs… Flashcards… Bound as a resident
handbook…
Resident Engagement Cards
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Putting it All Together
o Information that is relevant for your building, your city o Presentation that speaks to your residents o Platform for resident engagement activities and materials to
motivate change
Customization Ideas & Resident Engagement Tips
Graphics & ‘Fun Factor’
Location + resident specific info
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Green Leader Toolkit
Resident Recruitment
Guide for Staff Toolkit for leaders
Meeting Agendas Flyers Surveys Feedback Forms Posters
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Knowledge = Change
Abode found that 60% of households attended the Green Living workshops and as a result there was an increase in recycling.
Abode Communities, Los Angeles, CA
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Messengers are Important Self-Help, New York, NY
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Competition and Incentives Work Foundation Communities, Austin, TX
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Competition and Incentives Work
Electric Usage Comparison - Apartment 756B: 2010 vs. 2011
$24.53
$37.85
$70.41
$103.36
$21.06 $23.61
$39.09
$76.04
March April May June
2010 2011
Foundation Communities, Austin, TX
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1. Knowledge can result in behavior change: it is possible to see reductions in energy usage
2. Basic orientation to green building can reduce pressure on property staff
3. Health is a big deal 4. Kids are key 5. A green building resident
engagement program can improve relationship with property staff
6. Can initiate green resident program without green building
What we Know
Children from Abode Communities’ Ivy Terrace clean up a local watershed.
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Best Practices
1. Empower staff or resident leaders
to serve as green champions onsite
2. Set measureable goals to track and communicate progress
3. Survey residents to structure engagement program based on their interests
4. Be flexible: adapt and re-plan to ensure an effective, successful program
Self Help of New York Green Workshop
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Things to Consider
1. Motivate residents with positive feedback
2. Encourage interactivity to allow residents to share their own experiences and tips
3. Use visuals such as videos as a tool to promote learning
4. Make it FUN – serve refreshments and award prizes to encourage participation
Farmworker Housing Development Corporation taught residents to make and use their own green cleaners.
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Pitfalls to Avoid
1. Not involving property staff will derail progress
2. Resources must reflect appropriate literacy levels to address multiple cultural backgrounds
3. Offer events at alternate times to account for variability in resident schedules
4. Define evaluation plan at program design stage to effectively track outcomes
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Resident Engagement Document
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Sample Exercise – Correct Answers
Water Saving Action Gallons of Water Saved Per Day
Shower time less than 5 minutes 4 | 15 | 16 | 20 Use low flow showerhead 4 | 15 | 16 | 20
Turn water off for 2 minutes when shaving 4 | 15 | 16 | 20
Turn off water when washing dishes 4 | 15 | 16 | 20
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Contact Us
For more information Website: www.greencommunitiesonline.org Mailbox: [email protected] Email: [email protected]
Questions???
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CHPC Tenant Engagement in the Multifamily Setting
August 21, 2013
GREEN Mission: • To significantly increase access to energy efficiency
resources for multifamily rental buildings serving California’s lowest income households.
Two main objectives: • Increase funding for energy retrofits of publicly funded
low income rental properties • Elimination of technical barriers that currently prevent
these properties from accessing federal and state energy retrofit resources effectively
GREEN Working Groups • Data Collection and Analysis
• Resident & Staff Engagement and Training
• Utility Allowance
• Financing
GREEN Resident & Staff Engagement and Training Working Group Members:
– William Ho, Enterprise Community Partners, Chair – Tara Siegel, CHPC – Avni Jamdar, Emerald Cities – Sochiata Vutthy, Community Housing Works – Lisa Goddard, EAH – Connie Tang, EBALDC – Adrian Ownby, California Energy Commission – Sean Armstrong, Energy Consultant – Maria Marquez, LINC Housing – Meaghan Doran, Marin City CDC
Resident & Staff Engagement and Training Goal: To identify and evaluate successful resident and staff engagement and training models and delivery methods in low income multifamily rental properties: • Investigate methods for changing resident behavior without
monetary incentives and making these behavior changes stick
• Look at where property staff are starting from in terms of their alignment with other resident engagement activities and goals
• Evaluate the success of existing resident engagement activities with a small group of owners
• Disseminate Best Practices
Resident & Staff Engagement and Training Key Items to Consider: • Integrating energy efficiency into existing strong engagement
models
• Working closely with Resident Service Coordinators/Directors
• Training content and duration – be mindful of overloading people with too much information at one time
• Diversity of populations in multifamily housing – impact on engagement on participation
• Using feedback and evaluations on engagement and trainings effectively
Please contact us if you are interested in participating in our GREEN coalition and working groups:
Tara Siegel, Sustainable Housing Program Manager [email protected] or 415.433.6804 x 310
Amanda Isbell, Sustainable Housing Program Associate [email protected] or 415.433.6804 x 313
CHPC Contacts
Questions???
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MAINTENANCE BEST-PRACTICES
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What’s best for the building? Operations (incl. energy costs) and maintenance
costs will vastly outweigh construction costs Extend the life of the building and reduce
operating costs - educate maintenance staff and residents on proper procedures
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Mechanical systems optimally maintained
Reduced stress on equipment
Extended equipment
life
Tenant Comfort Residents are often more comfortable in a building
whose envelope and mechanical systems are operating efficiently.
When residents have clean and comfortable air, water, and radiant temperatures, building managers receive fewer complaints and tenants are more likely to renew their leases.
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Log it!
Ensure all systems receive regular commissioning and routine servicing
Keep accurate records be of all commissioning and servicing
On an annual basis: Review system logs
and identify equipment that is due or near due for replacement
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Log it! (cont.)
Develop a tracking spreadsheet for: Systems (HVAC, DHW,
Envelope, Lighting & Appliances)
Measures under each system
Cleaning needs & optimal functioning check
Monitoring frequency
EXAMPLE: Envelope Measures: Windows, roof, attic
insulation, slab Check for: Leaks, seals, moisture
build-up, obstructions, cleanliness
Frequency: Monthly/Annually
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Tenants and Maintenance Even the most efficient systems are dependent
on the operator to maximize efficiency. Staff only have operational control of common
systems Optimize efficiency within the dwelling units by
encouraging and educating tenants
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Tenant Brochure Create an informative brochure to distribute to the
tenants covering the general facts that can be discussed during annual inspections.
Examples of information that may be included: Climate control East facing windows heat unit in the morning and
west facing windows add afternoon heat. Keep the shades closed to prevent heat gain. Interior shades with a reflective surface (like bright
white) maximize light distribution.
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Tenant Brochure (cont.) Ventilation Open and close windows and turn on fan at proper
times to influence indoor moisture and air movement through the unit
Thermostat Instructions for operating/programming thermostat Recommendation to program thermostat to 78
degrees during the day
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Tenant Pamphlet (cont.) Appliances Use appliances during off peak hours to save
money and stop external heat gain during the hottest times of day
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Tenant Survey
As part of annual inspection, staff should survey occupants about how they operate their homes.
Ask questions and document common complaints: “Are there any problems you have living in your
home?” “Do you have problems with the windows, heating
or cooling systems, etc.?” Staff must be prepared to conduct ongoing
occupant education.
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Tenant Survey (cont.)
Example: Tenant complains of
inadequate heating, or cooling supply
Staff can educate tenant about: Thermostat controls The effect window
blinds (raising or lowering) can have on occupant comfort at home
Air-flow obstruction
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Questions???
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Trainings
2013 Multi-Family
Energy Efficiency Webinars
October 16
2013 Title 24, Part 6 Zooming towards 2020 and Net Zero
For more details visit: http://www.cmfnh.com
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Program Contact Information Toll Free: 866-352-7457 Email: [email protected] Website: http://www.cmfnh.com
Senior Program Manager: Amy Barr, [email protected]
Plan Review Manager: Linda Murphy, [email protected]
Plan Review & HERS Verification Manager: Keith Sage, [email protected]
Program Outreach Coordinator: Michelle Waffle-Otero, [email protected]
Program Outreach Coordinator: Shannon Todd, [email protected]
Project Participation Coordinator: Sara Sedighi, [email protected]
