POE Framework for Evaluating Residential Housing Satisfaction

Muizz O. Sanni-Anibire
Architectural Engineering Department
King Fahd University of Petroleum and Minerals
muizzanibire10@gmail.com
+966501296203

• Introduction
• Statement of the Problem
• Research Objective
• Research Methodology
• Case Study – Al-Marooj Courts
• POE Framework Methodology
• POE Framework Tool (Questionnaire)
• Findings
• Expert Questionnaire Survey
• Review of Existing Documents
• Spot Measurements
• Occupants Questionnaire
• Importance-Satisfaction (IS) Matrix
• Residential Satisfaction Index
• Inferential Statistics
• Focus Group Meetings
• POE recommendations
• Conclusion
Contents
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.
Introduction - definitions
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• An evaluation is “the process of examining a system or system
component to determine the extent to which specified properties are
present”
• Overall satisfaction of the end users is more important in housing
performance evaluation
• Post Occupancy Evaluation is qualified by a range of alternative
terms such as:
• “Building-In-Use Studies”,
• “Building Diagnostics”
• “Building Pathology”
• “Building Evaluation”
• “Building Appraisal”

.
Introduction – definitions/2
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• Preiser et al., 1988 defines POE as “the process of evaluating
buildings in a systematic and rigorous manner after they have been
built and occupied for some time”
• A more specific definition is given by Watson, 2003 as “a
systematic evaluation of opinion about buildings in use, from the
perspective of the people who use them”
• There are three perspectives to the evaluation of buildings:
 Occupants, and how well their needs are met
 Environmental performance, normally energy and
water efficiency
 Whether the building makes economic sense, such as
value for money or return on investment

.
Introduction – common building performance problems
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• Health and safety problems;
• Security problems;
• Leakage;
• Poor signage and way finding problems;
• Poor air circulation and temperature control;
• Handicapped accessibility problems;
• Lack of storage;
• Lack of privacy;
• Hallway blockage;
• Aesthetic problems;
• Entry door problems with wind and accumulation of dirt;
• Inadequacy of designing space for equipment;
• Maintainability of glass surfaces (e.g. skywalks or inaccessible skylights).

.
Introduction – Uses of POE
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• It creates a platform to understand the needs and desires of building users and thus provide more
suiting environments to accommodate those needs
• Successes and errors are identified, to determine what needs to be repeated and what needs to be
avoided in future designs
• To identify problem areas in existing buildings, to test new building prototypes and to develop
design guidance and criteria for future facilities
• Lowering facility lifecycle costs by identifying design errors that could lead to increased
maintenance and operating costs
• Ensures accountability and responsibility on the part of housing managers, designers and policy
makers
• Through a POE study much ideas and solution are developed to achieve buildings’ sustainability
• Beneficiaries of a POE study include:
• designers wanting to avoid past mistakes;
• educators passing the knowledge on to students;
• existing and prospective building owners, occupiers, developers and managers;
• and policy makers looking for the best way forward

.
Introduction – Frameworks and Models
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POE models for sustainability:
Leadership in Energy and Environmental Design (LEED)
GBTool,
BREEAM,
EcoSmart
POE models for quality:
Housing Quality Indicator (HQI)
Construction Industry Council Design Quality Indicators (CIC DQIs)
QUALITEL
QUARQ
POE models for higher education:
Hassanain et al., 2010 presents a generic framework
HEDQF (Higher Education Design Quality Forum)
AUDE (Association of University Directors of Estates)
“De Monfort” approach

.
Introduction – Levels of Investigation
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.
Statement of the Problem
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• Re-occurring failure of housing projects is due to the lack of feed-back and lessons-learned derived
from the end-users’ or occupants’ perspective
• Few POE-studies of domestic housing facilities
• Impartial/Incomprehensive studies carried out so far
• Holistic approaches to POE should be given priority in the property sector
• An inevitable “fine-tuning” process takes place after the completion and occupation of a facility (in
this case AL-Marooj)

.
Research Objective
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Develop a holistic framework for
post-occupancy evaluation of
residential housing facilities.
Apply the developed POE framework
to a case study of the newly-occupied
Al-Marooj Courts at the King Fahd
University of Petroleum and
Minerals.

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Research Methodology
OBJECTIVE 2

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Case-Study – Al-Marooj Courts

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POE Framework Methodology

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POE Framework Methodology – performance elements

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Thermal Comfort
The state of mind that expresses satisfaction with the surrounding thermal
environment
Measurement Methods
1. Walkthrough to identify maintenance issues or behavioral patterns of users
2. ASHRAE 55, 2004: Physical Measurement of: Temperature, Relative
humidity, Air velocity, Temperature of the walls that surround the indoor
environment (MRT) according to Fanger’s theory.
3. Questionnaire Survey of occupants

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Indoor Air Quality
The comfortable range of the temperature, humidity, ventilation and
chemical or biological contaminants of the air inside a building
Measurement methods
1. ASHRAE 62.1, 2004: CO2 concentrations <700 ppm above the outdoor air
concentration. Humidity recommended to be between 30% and 60%
2. Questionnaire Survey of occupants, 80% satisfaction of untrained observers

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Visual Comfort
The adequacy of lightning to provide visibility; and the elimination of disturbing
effects like discomfort glare
Measurement Methods
1. IESNA, 2000: visual tasks of medium contrast or small size (500-1000 Lux)

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Acoustic Comfort
It covers the ambient level of sound, the transmission of sound between areas and
rooms, reverberation, and specific areas such as machine noise and auditorium
acoustics
Measurement Methods
1. Department of Defense, 2003:Noise Criterion Range for residences and
apartments (NC-20 TO NC-30)

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Security and Safety
The protection and securing of residents and their property, prevention of
anything that may threaten them, investigation of crimes and community
participation in efforts to address causes of crime
Measurement Methods
1. Walkthrough Inspection to assess compliance with local and international
requirements including International Building Code (IBC) 2012.

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Health
Sustenance of the activities of building occupants, and preventing SBS (Sick
Building Syndrome) and BRI (Building Related Illnesses); including symptoms
such as headaches, eye, nose, and throat irritation, coughing, nausea,
dizziness, and difficulty in concentration
Measurement Methods

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Management and Maintenance
Work needed to keep a dwelling at or to restore a dwelling to an acceptable
standard, and also includes minor improvements
Measurement Methods
1. Assessment of building physical characteristics, services and environment,
and compliance with codes, standards or bye-laws

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Layout, furniture and spatial comfort
Spatial comfort entails the layout of space, furniture, and storage and the
convenient circulation and accessibility to various usable spaces within a building
Measurement Methods
1. Walkthrough Inspection to assess the quality, arrangement and adequacy of
furniture

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Housing Support Services
Housing support services are water supply and sanitary services and electrical
services
Measurement Methods
1. Walkthrough Inspection to assess the quality, accessibility and adequacy

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Privacy and Territoriality
The ability to control space by individuals or groups including physical, visual,
and aural access, defines the level of privacy or interaction that can be achieved
Measurement Methods

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Location
Proxemics is the study of interpersonal distances maintained among individuals
for purposes of communication. Such distances vary by culture, sex, activity, and
age
Measurement Methods

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Appearance
It deals with the aesthetic perception of occupants of their buildings
Measurement Methods
1. Walkthrough to access the physical presentation of the building’s interior
and exterior

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Holistic Framework Tool – performance indicators

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• This initial collection of questionnaire has also been refined with a preliminary
interview made with three (3) occupants
• Some of the performance indicators removed include:
• 'maintenance of shared areas, balconies, entrance hall, gallery, corridor and/or
stairs‘
• 'quality and presentation of finishes in common spaces’
• 'level of safety measures in children playground areas‘
• 'ease/cost of maintenance of house’
• 'low cost maintenance features in your house‘
• The result was a comprehensive list of 183 feasible performance indicators.

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Expert questionnaire survey
• This questionnaire has been divided into specific groups of indicators according to
five (5) relevant professional categories:
• "Indoor Environment”
• "Safety and Security“
• "Building Maintenance“
• "Health“
• "Planning and Architecture”

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Review of existing documents
• The floor plans for both 4 and 5 bedroom apartments were obtained and used in
the questionnaire development and making recommendations
• A list of problems reported by occupants of the residential housing facility to the
campus maintenance department was used in this study as a substitute for the
maintenance work order.
• Examples of reported issues include:
• “Lighting in the first floor of the houses is excellent. However, it is relatively
poor upstairs in the bedrooms”
• “The size of the bathroom in the master bedroom is small”
• “No smoke detector and no fire alarm”

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Occupants’ Questionnaire
• Sloven's formula was use to determine the minimum number of
respondents to make the study statistically valid
• For a sample error (e) of 0.15, that is 85% confidence, and a
population size (N) of 90, n (sample size) will be equal to 30.
• Fellows and Liu, 2009 suggest that: "large number statistics require
n ≥ 32" as a rule of thumb

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Occupants’ Questionnaire – respondents profile

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Occupants’ Questionnaire – respondents profile

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Occupants’ Questionnaire
According to Mohit & Azim, 2012,
MSIs above the neutral value of
'3.00‘ is an indication of
satisfaction and MSIs below
'3.00' was judged as an
indication of dissatisfaction.

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Occupants Questionnaire – Thermal Comfort

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Importance Satisfaction (IS) Analysis Matrix
Importance-Satisfaction (IS)
analysis matrix of RII versus
MSI.

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3.4 =‘noise from air/HVAC system
5.6 = ‘Anti-Crime measures’
5.11 = ‘Enforcement of maximum
speed limit rules’
1.9 = ‘Control of thermostat’
1.3 = ‘Indoor temperature shifts’
6.16 = ‘Paving around the building’
6.17 = ‘Communal greenery’
6.25 = ‘Frequency of house
maintenance’
6.23 = ‘Maintenance team keep
residents informed’

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8.4 = ‘Space for landscaping’
9.26 = ‘Open spaces, parks and
reserves’
9.24 = ‘Accessibility to disabled and
aged people’
9.13 = ‘Effectiveness of doors in
preventing dust’
9.27 = ‘Availability of children‘s
playground and ladies centre’
9.21 = ‘Storm water drainage
system’
9.5 = ‘The type of electrical outlets
used’
8.34 = ‘Quality of carpentry work
for maid’s bedroom’
8.15 = ‘Size of maids bedroom’

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12.4 = ‘Quality of materials used in
floors’
12.14 = ‘General aesthetic
appearance’
12.13 = ‘Landscaping of
neighborhood’
12.12 = ‘Green areas’
12.11 = ‘Streets and foot paths
design’
11.14 = ‘Proximity to restaurants’
11.15 = ‘Proximity to library’
11.16 = ‘extent of social relation
among neighbors'
10.6 = ‘Density of population within
the estate’

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Occupants Questionnaire – Thermal Comfort
• Satisfied with all indicators except two:
• 'indoor temperature shifts‘ MSI of 2.84
• 'control of thermostat‘ MSI of 2.67
• The overall satisfaction with 'thermal comfort‘ MSI of 3.68
• Open-ended feed-back from occupants and a list of problems compiled by
residents of the housing estate indicate issues like:
• 'control and location of thermostats',
• 'strong air flows'
• 'indoor temperature shifts/unevenness‘
• Measurements made with instruments gave 20.5oC below (22-27oC) specified by
ASHRAE standard 55

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Occupants Questionnaire – Indoor Air Quality
• All indicators fall within the range of 3 – 4 (satisfied)
• Open-ended responses by occupants indicate a concern for dust coming from
HVAC units, vents, and gaps around exit doors.
• Recorded level of the relative humidity (65%) was above the recommended rage
stipulated by ASHRAE 62.1, 2004 (30 – 60%). Values exceeding 70% for
extended periods will promote the growth of some forms of mould and fungi.

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Occupants Questionnaire – Acoustic Comfort
• ‘Noise from neighbors', 'noise from vehicles outside', 'noise from lighting fixtures' and 'other noise
outside the building' are satisfactory.
• 'Noise for air/HVAC system' was perceived as dissatisfied with an MSI of 2.56
• Objective measurements of noise: a maximum value of 70.5dBA was recorded in the kitchen, and a
minimum measured value of 50dBA in two of the bedrooms exceeds the required 35 – 45dBA
specified for private residential buildings.
• The source of noise is identified as the vents in washrooms facilities
• Open-ended feed-back from occupants and a list of problems compiled by residents of the housing
estate indicate:
• The HVAC system as an extra source of noise,
• Voices can be heard easily across rooms and echoes from the TV and radio are also present.

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Occupants Questionnaire – Visual Comfort
• Occupants are satisfied with the visual environment
• 'Overall visual quality during the day' has an MSI of 4.15
• Lighting levels where measured for a combination of natural and artificial lighting
to be as high as 430 Lux in living rooms, 250 Lux in the kitchen, 450 Lux in the
family dining and 99 Lux in one of the bedrooms
• Open-ended feed-back from occupants and a list of problems compiled by residents
of the housing estate indicate:
• The need for more lights in the bedrooms and the front yard at the building's
main entrance

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Occupants Questionnaire – Acoustic & Visual Comfort

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Occupants Questionnaire – Safety and Security
• Occupants dissatisfaction with 'anti-crime measure', and 'enforcement of
maximum speed limit rules' with MSIs of 2.43 and 2.29
• Open-ended feed-back from occupants and list of problems compiled by
residents of the housing estate indicate:
• Concern with the control of speed around the estate,
• Provision of safety systems like fire alarms, surveillance camera and access
to the buildings electric main switch board for emergency.

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Occupants Questionnaire – Maintenance and Management
• All performance indicators are rated as satisfactory except:
•'maintenance of paving around the building‘ with MSI of 2.64
• 'communal greenery' with MSI of 1.85
• Open-ended feed-back from the respondents identify issues like:
• 'maintenance of water, heating and ventilation systems'
• 'late response of maintenance management'.

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Occupants Questionnaire – Layout, Comfort & Spatial Comfort
• Performance indicators were above the average satisfaction except:
• 'space for landscaping', MSI of 2.81
• 'size of maid's bedroom' MSI of 2.18
• 'quality of carpentry work for maid‘s bedroom MSI of 2.97
• dissatisfaction with the size of the maid's room
• the size of toilet and bath (T/B) in the master's bedroom.
• poor quality of carpentry work
• air infiltration bringing into the building dust and sand around exit
doors

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Occupants Questionnaire – Housing Support Services
• Performance indicators were satisfied with except:
• 'the type of electrical outlets used', MSI of 2.97
• 'effectiveness of doors in preventing dust', MSI of 2.64
• 'storm water drainage system', MSI of 2.97
• 'accessibility to disabled and aged people', MSI of 2.45
• 'open spaces, parks and reserves', MSI of 2.69
• 'availability and children's play-ground and ladies centre', 2.06
• over elevated bath-tubs in the masters bedroom,
• the need for a shower facility on the ground floor,
• high salinity of water for domestic use,
• improper location of toilet paper dispenser,
• small size of washroom facility in master's bedroom,
• the need for children playground areas.

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Occupants Questionnaire – Privacy and Territoriality
• All performance indicators are above the average satisfaction
• concern for privacy due to close proximity of neighboring buildings.

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Occupants Questionnaire – Location
• Very high occupant satisfaction ratings where observed in this category.
• closeness of their residential compounds to their 'work place'
• 'Size of estate',
• 'appropriateness of location for residential buildings' a
• ‘closeness to places of worship'
have MSIs above the mark for satisfaction 4.0

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Occupants Questionnaire – Appearance
• All performance indicators are above the average satisfaction except:
• ‘quality of materials used in floors', 2.97
• 'green areas (vegetation)', 1.94
• 'landscaping of neighborhood', 2.21
• 'general aesthetic appearance‘ 2.68
residents of the housing estate indicate dissatisfaction with:
• the paints, tiles, stains on the walls, and corrosion of fixtures in the
washrooms,
• landscaping of the estate
• general appearance.
• The rating for 'general aesthetic appearance' is 2.68

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Residential Satisfaction Index
Mohit et al., 2010:
20-39 = very low;
40-59 = low;
60-79 = moderate;
80-100 = high.

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Residential Satisfaction Index
Mohit et al., 2010:
20-39 = very low;
40-59 = low;
60-79 = moderate;
80-100 = high.

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Inferential Statistics
• Two-T test analysis between building occupants 'with more children' or 'more
adults‘
• P-value from this test is 0.336 which is greater than 0.05 (or 5 percent) and
thus there is no evidence for a difference in residential satisfaction.
• A multi linear regression (MLR) analysis of a combination of 20 performance
indicators produced 10 predictor variables including
• 1. 2 'indoor temperature in summer',
• 6.16 'Maintenance of paving around the building',
• 3.2 'noise from people between rooms',
• 12.4 'Quality of materials used in floors',
• 1.3 'indoor temperature shifts‘

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Focus Group Meetings
• The following issues were discussed with four occupants of AlMarooj courts, including:
a Sudanese; a Saudi; a Pakistani and an Egyptian
• 'HVAC system';
• 'lightning system';
• 'size of maid's bedroom';
• 'size of washroom in masters bedroom';
• 'availability of shower facility on the ground floor';
• 'availability of parks and open spaces';
• 'privacy';
• 'use of driver's lodge'.

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Focus Group Meetings
• The results of the discussions about these issues are summarized as follows:
• Performance of HVAC system: it was discovered that noise and control of the thermostat are the main
issues with the HVAC system.
• Lighting system: amount of lightning in the bedrooms is inadequate.
• Size of maid's bedroom: need to increase the size of the maid's bedroom to accommodate some
furniture including: a bed and wardrobe.
• Size of washroom in master's bedroom: height of the bath-tub and inadequate spacing between the
facilities in the washroom.
• Availability of shower facility on the ground floor: one of the washroom facilities in the ground floor
should be redesigned to include a shower facility.
• Availability of parks and open spaces: not a matter of priority since other housing courts within the
campus have such facilities which are easily accessible to all.
• Privacy: this was identified as one of the major issues that all building occupants agree on. It was
suggested that the design should be reviewed to take this issue into consideration.
• The driver's lodge: some occupants might have privacy concerns if the drivers lodge was utilized while
others are eager to use this facility for the convenience of their drivers

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Expert Interviews for POE Recommendations
• To generate valuable and realistic recommendations, a design office with a
huge experience in design and consultancy for residential compounds in Saudi
Arabia was consulted.
• An interview was conducted with an architect/project manager and also
HVAC engineer to generate and validate solutions to problems identified by
the study

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Architectural Design/Construction
• A shower facility on the ground floor should be provided to be of potential service to the disabled, old-aged
and guests. It is recommended that the washroom facility opposite the reception on the ground floor can be
modified to incorporate a shower facility.
• Noise between spaces can be controlled with the use of block walls of 45-50dB sound resistance. The type
of carpets and furniture in the living space can also be selected to serve as sound proof.
• 40% of the total size of the estate should be set aside to provide facilities such as children playground areas,
communal greenery, landscaping and paving, parks and reserves.
• The maid's bedroom as well all living rooms should have a minimum size of 3m X 3m. Space for the maid's
room can be created by adjusting the size of the stair and adjacent room. See first floor plan, appendix C.
• Increase the size of washroom facility in the master bedroom. A minimum size of 3m X 4m should be
provided. With sufficient spacing between toilet facilities.
• Toilet paper dispenser should be at the right hand side of the user and reachable within an arm's length.
• Accessibility to disabled and aged people should be provided by incorporating ramps at exits and grabs in
washroom facilities. It is recommended that at least one of the wash room facilities at the ground floor should
be designed for people with limited mobility according to universal design standards.
POE Recommendations

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Safety and Security
• Provide security system such as surveillance camera, and burglar alarms
• Electricity panel boards should be accessible for cases of emergency and kept away from children's
reach
• Provide speed controls like bumps and speed limit signs to reduce over speeding within the estate
• Prevent the entry of insects and ants by proper sealing of door edges
• Appropriate safety measures should be provided for gas outlets in kitchen
• Provide sprinklers, smoke, fire alarms and heat detection systems according to IBC, 2012 and
NFPA code requirements
POE Recommendations

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Furniture, Fixtures and Equipments (FF & E)
• Ensure lighting levels meet up to the required standards
• Maid's room as well as all other rooms should have minimum required
• Provide 3-pin large 220V adaptors for all outlets
• Provide high quality exterior wood or metal doors. And ensure exterior doors are well sealed
• Each washroom facility should have a water control valve aside the centralized valve existing for flexibility
• Provide sweet water in all faucets, otherwise salinity of water should be controlled for domestic use. The
World Health Organisation recommends 1500 mg/ L as the maximum level for human consumption, though
over 1000 mg/L may be associated with excessive scaling, corrosion and unsatisfactory taste.
POE Recommendations

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HVAC
• Create more zones for thermostat control. Alternatively multi thermostats can be used. Or the thermostats
can be located in a strategic position where the
• Temperature represents the average temperature in the representative zone. It should be removed from the
hallway.
• The HVAC filter should be checked for clogging as well as the internal pressure within the building to
ascertain the cause of dusts
• HVAC contractor should do a testing and balancing exercise to control air flow and review maintenance
program. In this exercise, the capacity (temperature and air flow), air balance and air distribution should be
measured, and subsequently recommendations should be provided to facilitate even distribution of
temperature and minimize indoor temperature shifts.
• The HVAC system should be evaluated for potential noise sources like vibration
POE Recommendations

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Quality Assurance
• Improve on the quality of construction materials and supervision of construction work for kitchen and
bathroom tiles.
• Specify paints that can resist wear due to humidity like enamel paints. And
• Specifications should be adhered to.
• Ensure quality damp-proof is specified, and they are well joint in construction and not damaged to prevent
water leakage in roof and first floor.
• Ensure compaction of surrounding grounds before laying of concrete slabs to stop the breakage of the slabs
due to differential settlement.
• Quality supervision in construction of bath-tubs to be within the maximum height of 645mm, should be
ensured for ease of use
• Provide high quality of hinges, locks and toilet fixtures which are corrosion resistant
• Ensure quality review of design/construction to match standards
POE Recommendations

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Maintenance and Management
• Extractor fans should be well maintained to reduce dust and noise
• Provide pipe chase for water lines to avoid demolition during maintenance and leakage repair
• Review network design to speed-up hot water delivery at faucets in winter.
• Alternatively a "point of use" hot water system can be installed.
• Review maintenance plan for water heaters due to its frequent dysfunction
• Review HVAC maintenance program. Preventive Maintenance (PM) once or twice a month is preferred. A
PM checklist should be developed and results from the exercise be provided to the administration at regular
intervals
• Improve on speed, efficiency and frequency of maintenance
• Responsibility for repair and replace should be taken by maintenance department
POE Recommendations

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General
• Provide fast, reliable and efficient maintenance response
• Improve on design and construction quality
• Improve general aesthetic appearance and construction finishing
• Employ universal design (UD) standards to ensure adequate support for people with limited mobility
POE Recommendations

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Conclusions
• Objective 1: develop a holistic framework for Post Occupancy Evaluation of
Residential housing facilities.
• Objective 2: apply the POE framework to a case-study of the newly occupied Al-
Marooj Courts at King Fahd University of Petroleum and Minerals.
• A holistic evaluation of residential housing facilities provides a "rich picture" of
conflicting as well as corroborating viewpoints for a robust and more realistic decision
making process for facility managers, housing administrator, designers, engineers and
all stakeholders of the building and construction industry

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Conclusions
• Project and Facility managers in particular and stake-holders of the built environment
in general should pay more attention to POE studies for residential housing
developments.
• POEs should be carried out periodically for residential compounds in the same
geographic location and results and recommendations should be systematically
documented to create a domain. To facilitate performance benchmarking, improve
quality and serve as a wealth of resource for the construction professional practice.
• Workshops and training sessions on POE should be encouraged in the industry
• Results from POE studies should also be shared amongst the stakeholders of a
residential housing development so that knowledge is effectively transferred.

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Conclusions
• Professional bodies in construction and sustainable housing development should seek
to develop POE tool kits for their professional members for ease of its application,
uniformity in procedure and effective feed-back and feed forward.
The following are future research suggested based on knowledge from this study:
• It is suggested that another research be carried out to further validate the framework
in an attempt to standardize it.
• Another research will be to apply the framework in this paper on a separate case
study and thus compare its findings with the findings of this study.
• Also a research that will develop a similar framework for multi-family residential
buildings is suggested. It will contain some unique performance indicators like lifts,
shared areas, balconies etc.
• A long term work where the POE holistic tool can be applied to a large number of
case studies to create a publicly-accessible domain for benchmarking and effective feed-
forward of knowledge to the construction industry.

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Muizz O. Sanni-Anibire
Architectural Engineering Department
King Fahd University of Petroleum and Minerals
muizzanibire10@gmail.com
+966501296203

POE Framework for Evaluating Residential Housing Satisfaction

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