Delivery of occupant satisfaction in the house of commons, 1950–2019

The debating chamber of the House of Commons was rebuilt and completed in 1950. It has acted as a learning laboratory for 70 years for occupant satisfaction. Although trials and experiments were undertaken to assess and refine its design empirically, under real-life conditions it did not perform as the design consultants had envisaged. The present study of its history between 1950 and 1954 illustrates that its performance was scrutinised by users, became the subject of scientific investigations, and underwent further physical and operational changes. These critical engagements with performance in use are ongoing. A second period of use is also examined covering the period 1995–2019 using archival research and interviews. This reveals the sociotechnical nature of day-to-day operational procedures, involving collaboration between users and staff as well as between technical and non-technical staff. This process enabled a strong engagement with technical, environmental and human aspects of performance. Insights into the practical reality of building operation are illustrated along with process of continual learning and active stewardship. Practice relevance The post-occupancy history of the House of Commons provides a unique-case, rich study on continual institutional learning about environmental control in public buildings. It sheds a critical light on the nature of facilities management as a practice, and also challenges the traditional boundaries drawn between those responsible for the design, post-occupancy evaluation and routine operation of buildings. Facilities management could not be confined to the technological operations administered by technical staff, but depended on collaboration with occupants and non-technical staff, enabling the integration of social and technological processes. Much understanding was based on ephemeral knowledge that staff had acquired through social interactions and practical experience. The paper illustrates how such practical knowledge of performance was acquired, retained and used in facilities management practice. This expanded approach is also critical for design consultants to gain more appropriate knowledge about the actual use and performance of buildings. This is an open-access article distributed under the terms of the Creative Commons Attribution 4.0 International License (CC-BY 4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. See http://creativecommons.org/licenses/by/4.0/.