Based on the modular structure of the two One-Stop-Shops, it was shown where Hamburg can learn from Toulouse and where new offers could be included to reduce barriers in the customer journey of homeowners. The aspect of accompanying the homeowners throughout the entire modernisation project and not only in the initial phase through an orientation consultation is regarded as particularly important. Possibilities for creating a digital file for accompaniment or a contact person who is available throughout the modernisation process, but who does not directly coordinate the construction work, were discussed. In addition, it was considered important to proactively reach out to people who do not necessarily consider the topic of energy modernisation – for example, through campaigns in neighbourhoods or social media.
After the 5-year operational phase of the Hamburger Energielotsen, the service will be re-tendered in 2024. A great opportunity to integrate new services and provide more comprehensive guidance and outreach to homeowners.