Finding Purpose in Retrofit: A Career Built on Curiosity and People

For many working in retrofit today, the route into the sector wasn’t carefully planned. Instead, it often emerged through opportunity, curiosity and a desire to make a difference. That was certainly the case for Laura Marks, Decarbonisation project Manager at United Infrastructure, who began her career in social housing, at the very height of the pandemic, and has since built a fast-moving career across client, local authority and contractor roles.

“I started my housing career in a call centre for a housing association at the very start of the pandemic - and I can’t quite believe that was six years ago now,” Laura reflects.

Those early days were, in her words, a “trial by fire.” Working directly with residents during such an uncertain time meant learning quickly about the realities of social housing, the challenges residents face and the importance of delivering services that genuinely support people.

Laura soon moved into an Asset Management team role, where she began supporting the administrative side of early Social Housing Fund demonstrator and ECO delivery projects. That experience provided a holistic insight into how retrofit programmes are delivered, while also allowing her to bring her resident-facing experience into project delivery.

“It gave me a really good understanding of how to run projects while keeping residents at the centre of the process,” she explains.

Laura’s career then took her to Oxford City Council as a Social Housing Decarbonisation Fund project manager. While the role provided valuable experience, Laura quickly realised that the environment wasn’t the right fit.

“Things moved very slowly and the fit wasn’t right,” Laura says candidly.

She moved on to work for Action Surrey on behalf of Surrey County Council, managing the delivery of HUG2 and ECO4 programmes. That role offered Laura a valuable perspective on the sector from the local authority side, particularly in relation to what is now known as the Local Grant programme and the final stages of ECO.

When that organisation was absorbed by Surrey County Council, Laura made the move to the contractor side of the industry - a transition that significantly expanded her professional network and opened new opportunities.

“It’s been a busy six years to say the least,” she laughs.

Bringing client insight into contractor delivery

Moving into the contractor environment allowed Laura to apply everything she had learned from the client side of retrofit delivery.

Having experienced the frustrations faced by housing providers and local authorities, as well as understanding the real challenges residents face during retrofit works, she focused on ensuring projects placed both groups at the centre of delivery.

“With that client-side understanding, I was able to diversify our offer and focus our delivery to have residents and clients at the heart of what we do,” she explains.

Working contractor-side also connected Laura with a wide network of passionate professionals across the retrofit industry.

“It opened a lot of doors to other industry experts and allowed me to grow my network exponentially while developing my skillset and knowledge,” she says.

Reflecting on her career path, Laura admits that arriving in the retrofit sector may not have been entirely intentional, but it aligns closely with the type of work she always hoped to do.

“I always knew I wanted to work in an industry that delivered work that meant something to people,” she says.

Initially she imagined working on large-scale regeneration projects but retrofit ultimately offered something even more impactful.

“Retrofit fits that narrative on a much grander scale,” she explains.

Curiosity and challenging the status quo

When asked what has helped her succeed in the sector, Laura points to a combination of people skills, curiosity and a willingness to challenge existing ways of working.

“I’ve never accepted that things are the way they are and should just stay like that without being explored,” she explains.

Equally important has been the network of colleagues and collaborators she has worked alongside throughout her career.

“The fantastic network of co-workers I’ve had, people willing to work hard to get retrofit right for residents, has been hugely important,” she adds.

She also credits the opportunities created through the National Home Decarbonisation Group (NHDG) as a major factor in helping her build her industry profile.

“They’re a fantastic springboard if you’re willing to push boundaries,” she says.

Leadership as empowerment

For Laura, leadership is not about hierarchy or control - it’s about learning, adapting and bringing others with you.

“Leadership is a willingness to continually learn and develop, make mistakes and then go back at it harder and better,” she explains.

She is particularly critical of traditional ideas about leadership that emphasise authority rather than collaboration.

“I hate phrases like ‘lead from the front’,” she says. “Leaders lead by empowering others and bringing people on a journey to somewhere better than where we started.”

That mindset shapes both Laura’s project work and her wider involvement in the retrofit sector.

Tackling challenges head on

The retrofit industry is still evolving rapidly, and challenges are a constant part of the job.

“Face them head on. I’ve had so many challenges,” Laura says.

Earlier in her career, working within housing associations sometimes felt overly bureaucratic and slow moving.

“You can only offer solutions so many times before you realise your energy is being wasted,” she explains. “Sometimes you have to move on.”

Other challenges are part of project delivery itself: difficult conversations, strained relationships between partners or projects that fail to meet expectations. But in Laura’s view, avoiding those issues only makes them worse.

“Recognising problems early and not shying away from them is key,” she says.

And of course, there is the broader challenge facing the entire retrofit sector - delivering decarbonisation at scale.

“Every day there’s something different. We must be agile, learn quickly and move at pace,” she adds.

Influences and role models

When asked who has influenced her career the most, Laura is quick to highlight other women working in the sector.

“Other women in the industry influence me the most,” she says.

She credits Rebecca Hart with guiding her through the transition to contractor-side work, describing that support as invaluable early in her career. Industry figures such as Jenny Danson have also been influential, as have women working in decision-making roles on the client side.

“In my experience, we often approach things differently,” she explains. “Having someone aligned with a vision for decarbonisation is key.”

Opportunities for women in retrofit

Laura believes the retrofit sector presents enormous opportunities for women, particularly because it is still developing and expanding.

“Retrofit is still an infant industry, so the scope for women is huge. Nothing is off the table,” she says.

However, she would like to see more women in senior leadership and site-based roles.

“I’d love to see more female site managers, more directors and more thought leaders in our space,” she explains.

For anyone considering entering the sector, Laura believes people skills are one of the most valuable transferable assets.

“In social housing retrofit, people skills are easily the most transferable skillset,” she says. “Anyone can learn technical knowledge, but the ability to relate to people and empathise is much harder to master.”

Advice for newcomers

Laura’s advice to anyone considering a career in retrofit is simple: get involved.

“Strap on your steel-toe boots and get involved,” she says.

The sector is full of opportunities to learn and grow, and she encourages newcomers to seek out supportive networks and mentors.

“Find people who can nurture and grow your skills, and don’t be afraid to ask ‘stupid’ questions,” she adds.

She laughs when recalling how often a supposedly obvious question has been met with silence, only for it to spark a valuable discussion.

“Sometimes the question everyone thinks is obvious is actually the one nobody has asked.”

She also encourages people not to rule themselves out of opportunities too quickly.

“Don’t read a job description and talk yourself out of applying,” she explains.

A message for the next generation

Ultimately, Laura believes the retrofit sector offers meaningful work that makes a tangible difference to people’s lives.

“There are so many transferable skills from other industries,” she says. “I spent a decade in retail and now I’m here.”

Retrofit work can be flexible, rewarding and impactful at a national scale.

“What’s not to love?” she laughs.

Her message to the next generation entering the industry is both practical and encouraging.

“Never doubt that you can make a difference in this industry,” she says.

“Bring the glam and the grit. Everyone has to start somewhere, and your skill set might just be what we need to elevate our work and get this right.”