Delivering human-centred housing: understanding the role of post-occupancy evaluation and customer feedback in traditional and innovative social housebuilding in England

Housing shortages and construction delays characterize the current UK housing crisis, and housing need is not met. Modern methods of construction (MMC) are put forward as a solution to ensure quicker, safer, and greener delivery of new homes and are supported by the government, especially in the social housing sector. The paper explores the post-occupancy evaluation mechanisms used by housing associations delivering homes with traditional and MMC approaches. It argues that, alongside the digital and offsite transformation of housebuilding, the industry needs to reconsider the way customer feedback is collected and what purposes it serves. The paper argues that UK housebuilding in the social housing sector can benefit from re-purposing post-occupancy evaluation (POE) from only measuring customer satisfaction and detecting defects, which is currently the case, to using it to improve housing design and construction quality. This could be done by developing a systematic learning loop from residents of previous projects to the design, development, and construction teams across the housebuilding supply chain. It could particularly benefit housing associations pioneering MMC that, as long-term asset holders of developed houses, have a vested interest in improving the quality of homes and creating a better residential experience. The accumulated knowledge of such customer-centred approaches could also inform MMC technology development and help increase its uptake. However, as the paper further discusses, there are many challenges on the way to effective POE in social housing provision, including the nature of the MMC-based housebuilding supply chain and the industry’s structural factors.