The ING Upgrade Check: small steps, big impact for homeowners

How do you lower the threshold for homeowners who want to improve their homes’ energy performance but do not know where to start? For ING, the answer lies in a combination of insight, convenience and reliable data. With the Upgrade Check, developed in collaboration with CFP Green Buildings, the bank helps customers gain a clear overview of relevant improvement measures, potential savings and available subsidies.

We spoke with Fleur de Groot and Femke Stots from ING Bank about the ambitions behind the tool, the first results and what makes this collaboration so powerful.

Helping customers take action: ‘Insight is always the first step’

Customer research conducted by ING shows that the main motivation for improving a home’s energy performance is still cost savings. This is followed by living comfort, sustainability and preserving the value of the property. At the same time, however, the required investment remains the biggest barrier. Femke Stots explains: “It feels like a big and complex step. Many customers simply do not know where to start. While some measures really do not have to be complicated.”

For ING, there is also a broader social dimension. The bank sees that the number of households vulnerable to energy poverty is increasing. With the upcoming ETS2 legislation, energy costs may rise further.
“Properties with a lower EPC rating will be affected first,” says Fleur de Groot. “We want to help customers and ensure their property value remains stable. As a mortgage provider, we also have a clear interest in that. And as a bank, we are in a logical position to support customers in making informed decisions.”

The Upgrade Check: accessible insight in a trusted environment

With the Upgrade Check , ING customers gain immediate insight into suitable measures, associated costs and potential comfort improvements. The tool is designed to make the first step as small as possible. In one clear overview, customers can see:

• which measures are suitable for their property;
• what these measures could deliver;
• the associated costs;
• available national ISDE subsidies.

Femke: “You move through the questions surprisingly quickly and immediately get a complete overview. That makes it clear and manageable.”

An important success factor is that the tool is directly available within the ING app, an environment customers use daily. “It feels familiar,” says Fleur. “Customers hardly need to enter any data themselves, as information is retrieved automatically. And thanks to our collaboration with CFP, we can continuously refine the tool. High data quality is crucial: if the information is not accurate, people disengage.”

The results reflect this success: more than 20,000 checks have been fully completed and over 30,000 sessions have taken place in which customers explored possible measures and savings.

A collaboration built on data quality and continuous improvement

The partnership between ING and CFP builds on earlier projects involving EPC data. The Upgrade Check was a logical next step. Fleur: “CFP actively thinks along with us: what can we improve, is the offering still up to date, where can we refine it further? That interaction, with CFP sharing market best practices and continuously optimising the tool, means we truly have one of the most accurate tools on the market.”

The flexibility of the tool also sets it apart. Elements can be switched on or off to make the check as precise as possible. In addition, through BrainBay, the tool now also incorporates a property value estimate. “People often underestimate the impact that improving a home’s energy performance can have on property value,” says Fleur. “That additional insight is extremely valuable.”

Impact and future ambitions: towards 3% renovation per year

The Upgrade Check helps customers structure their choices – from awareness to concrete action. By presenting a complete financial overview, the barrier to taking the next step is lowered. And when people do take that step, they truly experience what improving energy performance means for living comfort. Femke: “It is not just about the energy bill. A more comfortable home really does make a difference. Many people do not immediately realise that when they think about improving their home.”

For the coming years, ING has set a clear ambition. Fleur: “The acceleration is currently around one per cent, but this should increase to at least three per cent of homes being renovated each year. We want to lower barriers, strengthen the business case and create impact through every possible route. Awareness, insight and practical support: all of that can move much faster than it does today.” To achieve this, ING also supports customers beyond the Upgrade Check insight, from in-home advice to the installation of measures through the ING Upgrader.