In the 1980s, the quality of public services and service delivery became relevant issues in policy analysis. Users are becoming increasingly important subjects in formulating and also in delivering public services. In this article, different reasons for this kind of development are discussed. Recent trends on the issue are presented and two most important ones are discussed indetail. The first model of user involvement is democratic and is based on user perceived as a citizen. The other one is consumerist model, characterized by user as a service consumer. The issue of user involvement is analysed in general. However, the presented conceptual starting points can be applied in analysing different sectorial policies, housing policy being one of them.