A Delphi study on validating key performance indicators for tenancy management in Malaysian public housing

Purpose This study aims to validate a standardized set of key performance indicators (KPIs) for tenancy management in Malaysian public housing by employing the Delphi technique, addressing the lack of prior validation and identifying additional KPIs through expert consensus. Design/methodology/approach The research adopts the Delphi technique to systematically assess and validate KPIs identified from secondary sources and a comprehensive literature review. Sixteen experts, purposively selected based on their relevant experience in tenancy management and public housing, participated in multiple rounds of questionnaires to achieve consensus. Findings Through a two-round Delphi process, a comprehensive set of 51 KPIs for tenancy management was validated, with expert consensus improving from 74 to 96%. The study also incorporated newly proposed KPIs addressing emerging priorities such as neighbourhood safety, financial growth and community development. The final KPI set provides a standardized foundation for enhancing tenancy management practices and supports data-driven decision-making in public housing. Originality/value This study contributes by offering policymakers and housing authorities a systematically validated KPI framework that enhances performance measurement practices, strengthens tenancy management and improves alignment between operational activities and strategic public housing objectives.