Samwinga, V and Proverbs, D (2003) The repair of flood damaged property: A critical review of the needs of homeowners. In: Greenwood, D J (ed.) Proceedings of 19th Annual ARCOM Conference, 3-5 September 2003, Brighton, UK.
Abstract
One of the primary reasons why firms fail to meet their customers' needs and expectations is due to their lack of awareness of exactly what those needs and expectations are, i.e. there is a gap between company perceptions of customer expectations and what customers actually expect. With five million people, in two million properties estimated to be living in flood risk areas in England and Wales, flooding and flood damage to property are somewhat inevitable. In fact, the increased frequency of flooding and the growing number of properties being constructed on floodplains suggest that these statistics are set to worsen in future. However, there is inadequate understanding of domestic property occupiers' needs regarding flood damage reinstatement. Therefore, as part of a wider investigation, a review of those needs and concomitant issues is presented. The severity of the impact of a particular flood event on a household is influenced, in part, by factors that can be classified into two main categories: flood characteristics and the individual household characteristics. An initial assessment classifies homeowners' needs as: time, utilitarian needs, relations and communication, health and safety, commitment and flexibility, economy and aesthetics. In order for insurers and repairers to offer services that will satisfy their clients, sound knowledge and consideration of the needs and expectations of homeowners is vital.
| Item Type: | Conference Paper (Paper) |
|---|---|
| Uncontrolled Keywords: | domestic properties; flood damage; homeowners; insurers; satisfaction |
| Index terms: | statistics, Wales, repair, investigation, household, homeowner, aesthetic, flooding, commitment, satisfaction, health and safety, England |
| Subjects: | health safety and environment, Geography, factor and component analysis, maintenance engineering, environmental hazards, demography, sociology, data collection methods, mathematical modelling, project delivery, psychology |
| Topics: | Design Practice, Urban Studies, Organizational Design, Research Practice, Geographical Context, Project Management, Business Strategy, Health and Safety, Sustainability, Stakeholder Management |
| Descriptive scope: | 3 PCA |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here