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This paper aims to uncover an understanding of how the quality assurance measures used by the property management teams of Grade-B high-rise office blocks influence the satisfaction and retention of tenants and walk-in users.

This study used a case study design backed up by qualitative and quantitative research approaches on a sample size of 90 respondents, including tenants, landlords, property managers and walk-in building users. The data were collected predominantly through interview guides and transcribed, coded and illustrated by the aid of ATLAS.ti software. Data reporting was through tables, graphs and themed direct quotations and eventual discussion. The in-depth/structured interview sessions took between 40 min and 1 h, and the walk-along interviews ranged between 30 and 40 min. Content analysis through thematic coding, categorisation and analysis were used in handling qualitative data. Direct quotes from participant responses from interview transcripts were inserted in line with the themes. And participants allocated pseudo-names to guard their confidentiality.

The key themes that linked quality assurance measures of access systems and tenant retention included distribution of access systems, the retention trends, quality assurance measures followed and the tenant experiences regarding how complaints are handled.

It is important to understand how tenants and other users of high-rise buildings experience their performance and inclusiveness. In a place like Kampala city, such a phenomenon can be proven through tenants sustaining their tenures/use of the facilities. Yet, to the best of the authors’ knowledge, presently no empirical studies have explored such a connection.

Despite the presence of people with disabilities in higher learning institutions, facilities provided for both accommodation and classrooms prove to be ineffective in fulfilling their expectations. However, the existing measures have tended to be rigid and unable to incorporate the ever evolving user experiences from constantly enrolling students in public campus buildings. The paper is premised on the notion of social inclusivity of the built environment in public universities through user experiences, measured through a qualitative lens.

The study was qualitative and deployed a case study strategy. Respondents were purposively identified and subjected to in-depth interviews, key informant interviews and focused group discussions. The full realisation of the sample frames was determined by data saturation. Data from responses was thereafter sorted, coded and categorised through a systematic thematic analysis. Some responses reactions were reported verbatim. The anonymity of the respondents was observed though through the use of pseudonyms.

This paper has indicated respondents' experiences regarding social inclusivity of the institutional built environment and thematically categorised them in six areas: complaints mechanism and feedback, pre- and post-enrolment experiences, namely; complaints mechanism and feedback, pre- and post-enrolment experiences and social support as a property management policy. Others include, representation in university decision-making organs, perceptions regarding disability and its needs and distribution of facilities and site works. It recommends that property management practices should be re-oriented to ensure the sustainability of learning facilities for the disabled, taking into consideration the ever-evolving needs and preferences of PWD user students with disabilities.

Linking the social and human rights models to actual experiences of property occupiers is unique. The author believes that it will, in addition to the existing models and strategies, improve on a better achievement of inclusivity of building use used by all categories of members of the society.