Linking Occupant Complaints to Building Performance

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.