Maintenance services in social housing: what do residents find important?

• Published in: Structural survey Vol. 28; no. 3; pp. 215 - 229
• Main Authors: van Mossel, Henk-Jan, Jansen, Sylvia J.T
• Format: Journal Article
• Language: English
• Published: Bradford Emerald Group Publishing Limited 13.07.2010
• Subjects: Affordable housing; Associations; Customer services; Data analysis; Housing; Housing Associations; Maintenance; Market positioning; Measurement methods; Missing data; Policies; Polls & surveys; Priorities; Purchasing; Questionnaires; Regression analysis; Repair & maintenance; Studies; Tenants; The Netherlands; Denmark; The Netherlands; Housing; Maintenance
• ISSN: 0263-080X; 2398-4708; 1758-6844; 2398-4716
• DOI: 10.1108/02630801011058942

Purpose - Knowing which services are essential to tenants gives the housing associations the background to set priorities in maintenance policy and purchasing. The purpose of this paper is to explore residents' perceived importance of various maintenance services.Design methodology approach - The research question is explored through a large-scale survey of more than 6,000 tenants of Dutch housing associations. Priorities were studied in three different ways: respondents were asked to provide direct importance ratings, importance weights were derived from regression analyses, and, an importance-performance analysis (IPA) was performed.Findings - The results with regard to the priorities differ somewhat according to which method is used. However, the methods agree in that maintenance of heating and water systems and maintenance of hinges and locks of windows and external doors should get priority. If the goal is to increase customer satisfaction, the maintenance of exterior paintwork and bathrooms should also get appropriate attention. According to the IPA, the maintenance of ventilation systems should be taken good care of.Research limitations implications - One limitation of the study is that residents have provided their preferences in maintenance service delivery without noticing the costs that are included with the several options. Furthermore, the priorities between service aspects, i.e. the aspects that determine the service quality of the maintenance service delivery were not measured.Practical implications - This paper provides insight into resident's priorities with regard to maintenance services. This can be of use for companies, such as housing associations. Furthermore, it contributes to scientific knowledge with regard to the impact of different measurement methods.Originality value - Different applied methods for measuring priorities lead to different results. Both practitioners and researchers should take this into account when measuring priorities. The goal of the research should determine the choice of which method to use.