The purchasing of maintenance service delivery in the Dutch social housing sector

Optimising commodity strategies for delivering maintenance services to tenants

Doctoral thesis (2008)

Authors

Contributors

H. Priemus (promotor)
J. Telgen (promotor)
Faculty
OTB (OTB) (TU Delft)
Copyright: © 2008 J.H. van Mossel
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Published Date

26-06-2008

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Faculty

OTB

Abstract

For housing associations, maintenance is an opportunity for high quality interaction with their tenants, and thus an opportunity for effectively influencing the quality of service delivery to tenants. Dutch housing associations have a market share of about one third of the entire Dutch housing stock. They spent around 2.8 billion euros a year on the maintenance of dwellings, of which external service suppliers account for approximately 90 percent. These suppliers can be seen as an extension of the housing associations in fulfilling their public tasks and private objectives. At the moment maintenance service delivery appears to be to the tenant of a suboptimal quality leading to a lower than potential tenant satisfaction. With this an essential part of the objectives of housing associations is not fulfilled optimally. This PhD-research reveals the essential determinants of maintenance service quality in order to promote tenant satisfaction. Commodity strategies for the purchasing of maintenance services are developed which make its optimization possible from the perspective of tenant satisfaction.