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Assessment of User Complaints as a Tool for Building Performance Evaluation

Abstract

User complaints provide valuable information about how buildings perform after completion and how effectively they meet the needs and expectations of occupants. Although building performance is often assessed through technical inspections and measurable environmental conditions, users experience buildings continuously and can identify problems that may not be immediately apparent through conventional evaluation methods. Complaints relating to thermal discomfort, poor ventilation, inadequate lighting, noise, water supply, maintenance, space functionality, and building services can therefore provide important evidence of performance deficiencies. This study assesses the use of user complaints as a tool for evaluating building performance. It examines the types, frequency, causes, and patterns of complaints reported by building occupants and considers how these complaints can be organized into meaningful performance indicators. Particular attention is given to complaints associated with indoor environmental quality, building functionality, maintenance, safety, accessibility, and building services. The study recognizes user feedback as an important source of post-occupancy information that can complement conventional technical assessments. The effectiveness of complaint-based evaluation depends on the systematic collection, documentation, classification, and analysis of user feedback. Complaints can be categorized according to building components, environmental conditions, service systems, spatial functions, and maintenance requirements. Repeated complaints may indicate recurring building deficiencies, while isolated complaints may identify specific problems affecting particular spaces or user groups. Establishing clear patterns can help building managers and facility professionals identify areas requiring further investigation and corrective action. User complaints can also reveal the relationship between building design and occupant experience. Problems involving room temperature, air movement, daylight, acoustics, spatial adequacy, circulation, privacy, or accessibility may reflect shortcomings in the original design or changes in building use over time. Similarly, complaints concerning plumbing, electrical systems, mechanical equipment, finishes, or cleaning can provide evidence of maintenance-related performance issues. Combining user feedback with physical inspections and operational data can provide a more comprehensive understanding of building performance. The study further considers challenges associated with using complaints as an evaluation tool. Users may differ in their expectations, experiences, awareness, and willingness to report problems, which can influence the type and frequency of complaints recorded. Some occupants may tolerate persistent problems without reporting them, while others may report minor issues frequently. Effective complaint-based evaluation therefore requires reliable reporting systems, consistent documentation, appropriate response procedures, and consideration of the characteristics and expectations of different user groups. The study aims to establish the usefulness of user complaints as a practical approach to building performance evaluation and to identify methods for integrating occupant feedback into building management and post-occupancy assessment. It is expected to contribute to improved understanding of how user experiences can support the identification of building deficiencies and inform maintenance, refurbishment, and future design decisions. The findings can provide useful guidance for architects, facility managers, building owners, and property managers seeking to improve building performance and occupant satisfaction.

Keywords: User complaints, Building performance evaluation, Post-occupancy evaluation, Occupant feedback, Building management, Indoor environmental quality, Facility management, Occupant satisfaction, Building defects, Maintenance performance, User experience, Performance assessment, Building functionality, Feedback management.