Measuring Housing Effectiveness: A Case Study in Customer Evaluation

Mark Conway, Colin Knox

Research output: Contribution to journalArticlepeer-review

3 Citations (Scopus)


Effectiveness within housing as a publicly-provided service has been neglected to a large extent with a concentration on needs assessment and probity of spending. Little attention is paid to the impact of housing services on the ultimate recipients—tenants. This paper, through a case study in the Northern Ireland Housing Executive, attempts to assess the usefulness of customer evaluation as one element of performance measurement The value of involving tenants is not only important in assessing the minutiae but also relevant at a strategic level. Participation is particularly germane in Northern Ireland where the 'normal’ structure and process of political control over housing do not exist.

Original languageEnglish
Pages (from-to)257-272
Number of pages16
JournalHousing Studies
Issue number4
Publication statusPublished - Oct 1 1990
Externally publishedYes

ASJC Scopus subject areas

  • Environmental Science (miscellaneous)
  • Sociology and Political Science
  • Urban Studies

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