The repair maintenance cycle
Recommendations for housing associations on repair maintenance to maximize tenant satisfaction
M.L. Tsan (TU Delft - Architecture and the Built Environment)
Joris Hoekstra – Mentor (TU Delft - Urban Development Management)
GA van Bortel – Mentor (TU Delft - Real Estate Management)
W.W.L.M. Wilms Floet – Graduation committee member (TU Delft - Situated Architecture)
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Abstract
Social housing associations play an important role in providing affordable, adequate, and safe housing to their tenants. This requires constant maintenance of the real estate in their portfolio. There are different types of maintenance, but in this research, the focus will be on repair maintenance. Repair maintenance is carried out in response to complaints from tenants. Although housing associations often score satisfactory in the Aedes Benchmark for tenant satisfaction in the field of repair maintenance, in practice situations occur where housing associations struggle with carrying out and/ or managing repair maintenance, which leads to dissatisfied tenants. So, there are opportunities to maximize tenant satisfaction and investigate repair maintenance. The main research question of this study is, therefore: What contributes to tenant satisfaction at housing associations in the field of repair maintenance and how can this be improved? Based on literature research, analysis of benchmark data, case studies, and interviews, data will be collected to answer the main question. The study aims to gain insight into factors that contribute to tenant satisfaction and to create recommendations from this that can help housing associations in making choices to maximize tenant satisfaction.