Abstract

Purpose: This study investigates the challenges and conflicts arising from complaints in alleyway housing redevelopment projects, aiming to generate actionable insights for improving project outcomes. The purpose of this research is to explore the nature of these complaints, understand their origins, and propose effective administrative strategies for mitigation. Research design, data and methodology: Employing focus group interviews (FGI) as a primary data collection method, this study reviews existing legislative and procedural frameworks to contextualize the complaints within governmental response mechanisms. Results: Initial findings indicate that high resident interest and responsiveness in early project stages lead to fewer complaints. However, the formation of steering committees often triggers significant grievances due to asymmetrical information and unclear project planning. Complaints intensify following the establishment of associations, evolving into legal disputes over rights, legitimacy, and financial aspects, eventually decreasing significantly after the management disposition phase. Conclusions: The study underscores the need for improved communication strategies and transparent administrative practices in managing alleyway housing redevelopment projects. Implementing centralized control mechanisms similar to those in the USA could provide a structured approach to complaint management, significantly reducing project delays and resident dissatisfaction.