Knowledge and information management training on the Learning Hub
The training on this page is available exclusively to member landlords on the Learning Hub.
On this page
About this training
Effective complaint handling is central to good landlord-resident relationships.
Our training helps you:
- improve knowledge and information management – understand best practices and apply them in your organisation
- enhance service delivery – learn how effective data use can lead to better outcomes for residents
- stay informed on industry recommendations – explore findings from Spotlight reports and follow-up guidance
- develop practical skills – through scenario-based learning and real-world examples
Choose from in-depth eLearning courses, quick microlearning modules, real case studies, and expert podcasts.
Who can access this training
This training is for people who work in member organisations.
To access the courses, set up a Learning Hub account. You’ll need a separate login.
eLearning courses
Spotlight report on knowledge and information management
Explore the findings and recommendations from our Spotlight report on knowledge and information management (May 2023). Learn how using data well can improve services and outcomes.
What you'll learn:
- what knowledge and information management means in practice
- the 4 key data topics covered in the report
- good practice examples from real case studies
Once you’ve completed the module, you can sign up for our virtual classroom to explore the recommendations in more depth and discuss how to embed them in your organisation.
Why take this course:
- free and easy to access
- CPD-accredited
- based on real findings and practical examples
- helps you improve data use and service delivery
- includes access to a virtual classroom for deeper learning
Follow up report: Knowledge and information management
This CPD-accredited course builds on our original Spotlight report on knowledge and information management and the one-year-on follow-up. Explore updated recommendations and learn how to apply them in your organisation.
The course includes 5 short modules and ends with a quiz.
What you'll learn:
- expectations around knowledge and information management
- key findings and recommendations from both reports
- how to implement improvements in your organisation
Why take this course:
- free and easy to access
- CPD-accredited
- scenario-based learning with practical tools
- finish with a short quiz and download your certificate
Webinars
Gain practical skills and insights to manage your properties more effectively through our year-round workshops.
Access free online training anytime on our Learning Hub to stay ahead and grow your expertise.
Microlearning
Effective complaint correspondence
Write complaint responses that get results. This short course gives you practical tips and proven techniques to communicate clearly, resolve issues faster, and build trust with residents
Bitesize videos
Communication
View our short videos for landlords on the importance of clear communication.
These 2-minute videos share learning from our severe maladministration report.
You'll find videos on:
- tailored communication
- timely communication
- tone of communication
- transparent communication
Compensation
Explore our short videos for landlords on compensation.
These 2-minute videos share learning from our January 2026 severe maladministration report.
You’ll find videos on:
- significant increases in compensation at determination
- increase in compensation at stage 2
- policies not followed
Case studies
Knowledge and information management case studies
Explore how landlords manage records and share information well, and where poor practices lead to inconsistent services.
These examples provide vital insight into how landlords information and data management.
Podcasts
Knowledge and information management playlist
Dive into a series of thought-provoking conversations designed to help you master knowledge and information management. These episodes bring together sector experts and leaders to share practical insights, success stories, and strategies that make a real difference.
Casework conversations playlist
Tune into our casework conversations series.
These podcasts share learning from our investigations. They highlight good practice from landlords and learning from failings in our casework.