This playbook isn't just a set of rules and checklists. It's a guide you can relate to - we know compliance can feel abstract, overwhelming and disconnected from the day-to-day pressures you face. That's why we've brought in two characters to help tell the story.
Grace is a property manager, just like you. She's juggling multiple responsibilities - resident queries, budgets, maintenance calls and handovers. Heat networks aren't always top of her list, but when complaints land, bills don't add up, or new regulations come into play, suddenly they become urgent.
Through Grace's journey, you'll see the most common challenges PMs face: unclear responsibilities, missing records, tariff disputes and resident frustration. She represents the reality of your day-to-day role - stretched for time, often reactive and pulled in many directions.
Eden is Grace's calm, experienced guide. She knows the regulations inside out and can spot problems before they escalate. Her role is to break down complex regulation into simple, actionable advice, showing Grace (and you) how to move from confusion to confidence.
Eden reassures without sugar-coating. She'll explain what minimum compliance looks like, and how to go further if you want to improve performance, protect budgets, and put residents first.
