Goins, J and Moezzi, M (2013) Linking occupant complaints to building performance. Building Research & Information, 41(3), pp. 361-372. ISSN 0961-3218
Abstract
The operation of a building connects the building, its performance and its end-users. When a mismatch occurs between users- expectations and operations processes, then complaints can arise. The use of enhanced complaint handling processes is investigated to ascertain whether this can help diagnose performance problems. Two LEED Platinum-rated office buildings form the basis for a case study of the components that make up an enhanced complaint handling process. Some of the social dynamics of complaints in buildings are consequently discussed. It is found that an enhanced complaint handling approach could contribute to a form of ongoing commissioning that goes beyond primarily reactive or dismissive treatments of complaints.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | building operations; energy use; indoor environmental quality; occupant complaints; occupant satisfaction |
| Index terms: | complaint, commissioning, energy use, mismatch, case study, dynamics, indoor environmental quality, building operation, occupant satisfaction, building performance, office building |
| Subjects: | quality assurance, completion, data collection methods, energy systems, construction type, engineering problems, environmental health, user-centered design, management, conflict resolution, systems engineering |
| Topics: | Quality Management, Research Practice, Stakeholder Management, Business Strategy, Engineering Principles, Sustainability, Design Practice, Construction Technology |
| Descriptive scope: | 3 PCE |
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