Abstract The central role of occupants for achieving energy savings in residential buildings is increasingly recognised. Simulation programmes able to take into account occupant behaviour are considered to be powerful tools for bridging the gap between the predicted and the actual energy consumption for new buildings. Nevertheless, the majority of residential buildings that will constitute the housing stock in 2050 have already been built today, therefore occupant behaviour and building simulation tools need to be fully exploited for supporting the renovation of existing housing stock. The aim of this paper is to explore the role of occupant behaviour modelling in supporting decision-makers dealing with the design of renovation strategies for residential buildings. An Italian multi-family public housing building is assumed as case study to estimate the influence of three dimensions linked with occupant behaviour – management of the thermostat, management of the heating system, variation of building characteristics – on energy heating consumption. The results show that, while the occupant behaviour influences the heating loads up to 1/3 in case of high level of building retrofit, the less the building is renovated, the higher is the behavioural impact in absolute terms of energy reduction. Therefore, in order to be effective, renovation strategies are required to design appropriate informative instruments at an early stage to support behaviour changes towards responsible energy consumption.