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Secondary customers often experience secondary vulnerabilities that manifest in family-centred transformative services as other- and self-related customer needs. Yet, a relational perspective on primary and secondary customers’ needs is lacking. The study analyses secondary customers’ needs and their relationship to primary customers’ needs to enhance well-being in customer entities. The service inclusion lens is used to understand customers’ experiences of vulnerability.

The study uses an exploratory approach. The data consists of ethnographic observations and interviews of elderly residents (primary customers), their family members (secondary customers) and nurses in two nursing homes.

Primary and secondary customers’ needs are interrelated (or unrelated) in four ways: they are separate, congruent, intertwined or discrepant. The vulnerability experiences fluctuate in intensity and over time, individually reflecting on these need dimensions.

The study contributes to service research concerning customers’ experiences of vulnerability, secondary customers and their inclusion in services. Primary customers’ service inclusion may increase/decrease secondary customers’ service inclusion and their experience of vulnerability. Moreover, secondary customers’ inclusion is often necessary to foster primary customers’ inclusion and well-being.

Fostering service inclusion and well-being for primary and secondary customers requires balanced inclusion and acknowledging the needs of both groups. Service providers may need to act as moderators within customer entities if discrepant needs occur.

The study addresses the under-researched areas of family members’ customer needs, their relation to primary customers’ needs, experiences of secondary vulnerability and context-related vulnerability.

The problems of providing high-quality care in nursing homes have been extensively documented. Accounts of residents, close family members, and qualitative researchers have described feelings of desperation, anomie, and hopelessness, which accompany the last years, months and days of those reluctantly finding themselves in institutional facilities at the end of their days. However sociologists have, thus far, paid little attention to the actual and potential impact of families in breaking through the barriers set up by institutional life and in enhancing the responsiveness of care in nursing homes. This chapter aims to fill this gap.

Knowing and understanding the spatial needs of users is imperative for the design of livable and sustainable houses. However, the practical and theoretical difficulties associated with this, especially in social housing, create a shortfall in design knowledge known as user needs gap. To bridge this gap, design researchers over the years, have sought to provide feedback for design decision-making through post-occupancy evaluation studies using preferences and residential satisfaction as constructs. In view of their limitations, this study aims to explore residential adaptations as residents’ tacit means of communicating their spatial needs, and a pathway to understanding residents’ housing requirements.

The study was exploratory in nature and a case study by design using a convergent parallel design within the mixed methods tradition. Activity Theory as used as a conceptual framework. The study involved three strands of research as follows: estimation of the floor areas of the rooms and spaces of the case study designs using the International Standards Organisation intramuros method; a survey of households and their activities using questionnaires; and observation of residents’ adaptations captured photographs and drawings. In all, 43 households out of the 66 apartments in the two case designs were surveyed.

The study found that while the units were theoretically large, they were practically inadequate when average household sizes were taken into account in a space per person analysis. In response, particularly to sleeping requirements of children, residents make different forms of adaptations – normative, such as house sharing, compositional and organizational, as well as add-ins and add-ons including and illegal alterations.

The paper presents residential adaptations as an empirically grounded, contextually embedded and practically useful means of exploring and understanding users’ spatial needs in housing design. Residential adaptations provide a means through which residents communicate their housing needs, albeit tacitly – a means for self-expression, self-extension and self-determination. To theory, the study shows that residential adaptations can be useful as a construct for understanding residents’ spatial needs, though fuzzy. It also helps understand how the tensions in an activity system, may result from contradictions produced by the lurking effect of contextual factors. This makes contextual knowledge, particularly cultural knowledge, critical to the design.

This paper aims to provide an evidence assessment and narrative synthesis of literature regarding the key characteristics of older people living in service-integrated housing (SIH) facilities and their “accommodation journey”.

A rapid evidence assessment was conducted: 22 research publications met the inclusion criteria and were analysed using narrative synthesis.

The quality of studies in this area is low, but consistency across components of the results of studies included in the review is apparent. Results suggest key characteristics of older people that drive moves into SIH are a decline in health, increased dependency, increased health service use and carer burden. Suggested key characteristics of SIH residents are high levels of health problems, dependency and health service use, but high self-reported health and well-being. Results indicate that the key driver for older people leaving SIH is a lack of workforce competency to manage further declines in health and dependency status.

Current policy may not realise or account for the complex health and care needs of SIH residents. Investment into integrated care, robust community health services and workforce development to facilitate a comprehensive assessment approach may be required to support residents to remain in SIH and live well. Further longitudinal studies are required to map the progression of SIH residents’ health status in detail over time to provide an understanding of preventative and enablement support, development of care pathways and workforce planning and development requirements.

This evidence assessment is the first to consider the accommodation journey of older people residing in SIH.

Bournemouth Churches Housing Association has developed a continuum of accommodation and support services through consultation with residents and local authorities. This is a holistic continuum of services that is designed to be flexible enough to enable residents to move between different services offered as their support needs change. Ultimately, the continuum of support services is intended to empower residents in achieving independent living after moving from fully supported services, to semi‐supported services, to independent accommodation with floating support. It has been possible to develop this range of services by mapping accurately support needs and developing effective professional working relationships with partnership agencies, such as Supporting People Administering Authorities.

This chapter assesses the effects of two rural community residential advantages – economic growth and availability of health services – upon residents’ health and emotional well-being.

A de facto experimental design divided communities into four analytical types based on their economic growth and health services. Household survey data were gathered via a drop-off/pickup procedure and 400 randomly selected households were surveyed in each location. Physical health was measured with a subset of items from the Medical Outcomes Study’s 36-item short form. A 10-item emotional well-being index was used. Beyond sociodemographic items, questions concerned household assets, medical problems, social supports, and community ties. Nested regression analyses were used to assess the effects of residential advantage upon health, net of potentially confounding factors.

Contrary to expectations, both residential advantages were necessary for improved health. The most important negative net effect on health was aging. Beyond household assets and community economic expansion, miles commuted to work was the next most important factor enhancing physical health. In all types of communities, residents’ emotional well-being scores were independent of age, but positively related to household income and religious involvement.

Obviously the study is limited by geography and by the small number of communities in each residential type. While we could measure the effects of household members not being able to address all health needs, we could not assess the effects of such problems on anyone else in the households beyond the respondents. Our survey approach is also unable to address the effects of rural residents being unable to meet their health needs over time.

Ours is the first study that we know of applying a de facto natural experimental design to assess community residential effects. The interrelated effects of residential community resources for residents’ health suggests that more studies like this one should be done.

This paper explores residents' perceptions and experiences of extra care housing as an integrated model of housing with care.

Data were collected in a longitudinal qualitative study based on four extra care housing schemes. Data from interviews with residents, care workers, managers and local commissioners were analysed thematically.

The integration of housing with care enabled many older people to manage their care proactively. However, the increasing number of residents with complex health and care needs, including chronic illness, led some residents to question the ability of the model to support residents to live independently.

The study struggled to recruit sufficient residents from the specialist dementia setting who were able to communicate their consent to take part in the research. In addition, the quality of qualitative data collected in interviews with participants at this setting reduced over successive rounds of interviews.

The study suggests the need to ensure that residents are fully informed about levels of care and support is available when considering a move into extra care housing.

This paper provides a timely opportunity to consider extra care housing as an example of an integrated housing service, particularly in light of the current challenges facing the sector.

The rapid change in the context of urban housing and the spatial organization of contemporary houses caused the alteration and elimination of spaces that met the social needs of residents for centuries. With the advent of multistorey flats, houses became denser and interactive areas became more limited and were gradually eliminated. Therefore, these changes caused the loss of interaction among occupants and social stability in today's residential complexes. Accordingly, the purpose of this paper is to improve interactions between residents and raise the level of social sustainability in residential complexes by reviving the lost interactive spaces and meeting the social needs of inhabitants.

In this paper, that is, applied research, the library method and a questionnaire have been used to conduct the study. The questionnaire consists of 13 questions categorized based on five hypotheses.

Existing public open spaces between the blocks of residential complexes are not efficient enough to raise the interaction between residents because of some problems such as difficult access for middle and upper floors, lack of separate territories and spaces, lack of proper control and supervision and lack of privacy and security.

This paper can be helpful for researchers, designers and mass builders in the field of housing to pay attention to the social needs of occupants, as the basic needs of humans, and improve the quality of interactive spaces by realizing their problems and shortcomings.

This paper tries to improve the quality of interactive spaces based on the social needs of residents to increase the level of interaction between dwellers and creates social sustainability in the residential complexes.

Many homeless people have significant levels of early adverse experiences and consequent mental health difficulties. The purpose of this paper is to examine the experiences of residents and staff living and working in a psychologically informed environment (PIE), a new model of hostel for homeless people which aims to update and make more flexible the principles of the therapeutic community, thereby meeting the psychological and emotional needs of residents.

Semi-structured interviews were carried out with nine residents, ten staff and five psychotherapists at two PIE hostels in London. The data were analysed using thematic analysis with a phenomenological epistemological approach.

Analysis generated 18 themes for residents and staff combined, organised into five domains: what makes a home, resident needs, managing relationships, reflective practice and theory vs practice of PIEs. The study suggests that PIEs broadly meet their aim in providing a different type of environment from standard hostels. Efforts to build relationships with residents are particularly prioritised. This work can be challenging for staff and reflective practice groups provide a supportive forum. There are limits to the extent to which the theoretical PIE can be put into practice in the current political and economic climate.

This is one of the first qualitative studies of PIEs. It provides perspectives on their theoretical background as well as how they operate and are experienced in practice. It may be informative to services intending to establish a PIE and to commissioners in assessing appropriate resources.

There is an integral link between theory and measurement suggesting that validation of measures should be the first stage of theory testing. The purpose of this paper is to validate the factorial validity of needs and expectations (NAE) features as determinants of low-income residents’ housing satisfaction in South Africa.

Empirical data were collected by a questionnaire survey conducted among 751 low-income housing residents’ in three metropolitan and one district municipality in the Gauteng Province of South Africa. Data gathered via the questionnaire survey were analysed using structural equation modelling (SEM) version 6.2 which was used to assess the factorial structure of the constructs.

SEM analysis revealed that the internal consistency coefficients were over 0.70 criterion for acceptability and the constructs showed a good mode fit to the sample data. The Z-statistics analysis revealed that the construct (NAE) have direct influence in determining low-income residents’ satisfaction with their houses.

The SEM result advocates a practical consideration of the construct and its respective indicator variables in future development of low-income housing in South Africa.