Community-centered facilities management (FM) in Johannesburg inner city as a socially embedded, participatory governance system

Abstract

Purpose This study aims to examine the challenges and opportunities of citizen-centered facilities management (CCFM) in Johannesburg’s inner city, with a focus on how participatory approaches can support sustainable urban renewal and improve the performance of mixed-use developments. Design/methodology/approach An interpretivist, qualitative research design was adopted. Data were collected through semi-structured interviews with 11 senior professionals involved in facilities management, property development, finance and urban governance. Data were analyzed using Reflexive Thematic Analysis to identify key patterns related to participation, capacity, social value and governance. Findings The findings of this study reveal four key challenges: exclusion of residents from decision-making, resulting in weak ownership and accountability; significant skills and capacity gaps that limit community participation in facilities management; the critical social value of well-maintained facilities in enhancing safety, dignity and social cohesion; and fragmented and inconsistent governance structures that undermine effective coordination and long-term sustainability. This study finds that weak governance and limited community involvement are primary drivers of infrastructure deterioration, while participatory approaches can improve maintenance outcomes and social resilience. Research limitations/implications This study is limited by its small, supply-side sample and lack of direct community perspectives. This study is limited in the small sample that it used. Practical implications This study highlights the need for participatory governance structures, community training and cross-sector partnerships. Social implications CCFM can enhance inclusion, safety and quality of life in inner-city environments. Originality/value This study contributes to facilities management literature by integrating Social Infrastructure Theory, Network Governance Theory and the Capability Approach into a novel community-centered facilities management (CCFM) framework. This study advances the reconceptualization of UFM from a technical function to a socially embedded, participatory practice within the context of inner-city regeneration in the Global South.