This research aims at bridging the actual gap between technical improvements and user’s practices in energy retrofitting
of public housing, by considering the role and relations of key actors throughout the design process and
with particular emphasis on the degree at which user’s experience is envisaged. To this end, a Milanese case study is
analysed through the lens of Quadruple Helix, where a key role is given to the fourth helix, the user, in sharing its
knowledge and experience in the decision-making process (Arnkil, 2010). The research method combines tenants’
interviews and on-site observations with institutions interviews and focus groups. Evidences show lack of coordination
among the actors and the lack of consideration for final users that, as a consequence, adopt thermal comfort
solutions according to personal assessments. Guidelines are drawn to support the administrative system in defining
energy policies in public housing aimed for an iterative and collaborative management model.

Authors: Federica Rotondo, Giuseppe Salvia, Eugenio Morello.