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This paper intends to ascertain a general guideline for performance measurement and management by social enterprises, combining public and private tasks.

The conceptual systems approach is used as a framework. Maintenance service delivery by Dutch housing associations is used as a case study to show how the conceptual systems approach to performance measurement can be helpful to address the managerial problems of social enterprises, the actors involved and the possible consequences of new policies and interventions.

The system approach to performance measurement has the tools to bring transparency to the aims and means of the various participants in the production process of social enterprises having complex aims and tasks both in the market and in the public domain. The identification of key performance indicators, as well as the input, throughput, output and outcome indicators, ensures the effectiveness and efficiency of the internal business process and also covers the accountability to external stakeholders.

The conceptual systems approach to performance measurement was tested by Dutch housing associations. Researchers are encouraged to test the conceptual systems approach to performance measurement in other social enterprises.

The complexity of the public housing sector and generally social enterprises needs transparent performance measurement. This complexity – due to dynamics in the surroundings – also causes measurement problems. When deciding on performance indicators it is essential to gain a clear idea of the manageable and unmanageable dynamics and to adjust the performance measurement system accordingly.

The importance of performance measurement by social enterprises is growing. The paper shows how the conceptual systems approach can still be very helpful to identify performance indicators combining tasks in the market and public domain.

Knowing which services are essential to tenants gives the housing associations the background to set priorities in maintenance policy and purchasing. The purpose of this paper is to explore residents' perceived importance of various maintenance services.

The research question is explored through a large‐scale survey of more than 6,000 tenants of Dutch housing associations. Priorities were studied in three different ways: respondents were asked to provide direct importance ratings, importance weights were derived from regression analyses, and, an importance‐performance analysis (IPA) was performed.

The results with regard to the priorities differ somewhat according to which method is used. However, the methods agree in that maintenance of heating and water systems and maintenance of hinges and locks of windows and external doors should get priority. If the goal is to increase customer satisfaction, the maintenance of exterior paintwork and bathrooms should also get appropriate attention. According to the IPA, the maintenance of ventilation systems should be taken good care of.

One limitation of the study is that residents have provided their preferences in maintenance service delivery without noticing the costs that are included with the several options. Furthermore, the priorities between service aspects, i.e. the aspects that determine the service quality of the maintenance service delivery were not measured.

This paper provides insight into resident's priorities with regard to maintenance services. This can be of use for companies, such as housing associations. Furthermore, it contributes to scientific knowledge with regard to the impact of different measurement methods.

Different applied methods for measuring priorities lead to different results. Both practitioners and researchers should take this into account when measuring priorities. The goal of the research should determine the choice of which method to use.