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Current Building Sustainability Rating Tools (BSRTs) are concerned mainly with the technical features of new designs. The author argues for the inclusion of user performance criteria in BSRTs for buildings in operation. The case is based on insights gained from surveys of users of sustainable buildings worldwide, and a review of the pioneering NABERS protocol. The paper advocates the establishment of a set of user performance criteria for existing buildings, as a key ingredient in making progress towards a truly sustainable building stock as buildings that perform poorly from the users‘ point of view are unlikely to ever be sustainable