Knowledge and Information Management (KIM)
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About knowledge and information management
Knowledge and Information Management (KIM) helps landlords collect, store, share, and use information well.
Good KIM helps staff make clear decisions and provide a consistent service. It also supports fair treatment, safe homes, and strong complaint handling.
Poor KIM creates real risks. Residents can face stress, financial harm, or delays in support. Landlords can also face avoidable issues that damage trust and performance.
Use the guides, reports, and case studies to build strong KIM practices, reduce errors, and solve issues sooner.
These resources help you keep accurate records, make clear decisions, and provide a safer, more reliable service for residents.
Guidance
Landlord expectations
Use this guide to understand how to apply good knowledge and information management.
It gives clear steps to manage cases effectively and meet the standards set out in the Complaint Handling Code.
Resident support guides
Use this collection of support guides to make the complaints process easier and clearer.
They will help you understand your rights, know what steps to take, and get practical advice on all aspects of complaints.
Reports
Knowledge and information management
This Spotlight report shows why landlords need strong knowledge and information management.
Good systems help staff give clear answers, make fair decisions, and stop repeat problems.
You will learn why good records build trust, what effective practice looks like, and how to improve information use across your service.
Follow up: Knowledge and information management report
This evaluation shows how landlords turned the report’s recommendations into real improvements.
It shares clear, practical examples you can use to strengthen your approach.
Learning from severe maladministration
Explore a collection of reports that reveal the most serious failings we see in landlord services. These reports highlight recurring issues in data management such as poor communication.
Use this collection to learn from real cases, understand what went wrong, and apply practical lessons to improve your own services. Browse the full set of reports to find the topics most relevant to you.
Landlord Learning Hub
Your free training platform from the Centre for Learning
The Learning Hub gives you easy access to expert training designed for member landlords.
Create your account today and start using a wide range of resources to strengthen your complaint handling and meet the Code’s requirements.
Podcasts
Knowledge and information management playlist
Explore 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.
Case studies
These case studies come from real cases we’ve handled. You can explore all published decisions via our online decision library, which we share to stay open and transparent.
No maladministration
This case shows no maladministration. The landlord gave clear information when the resident questioned her rent account, explained how it calculated the charges and checked that its approach followed the tenancy agreement. It also corrected the account quickly and took steps to improve its processes.
What happened:
- the resident asked the landlord to explain her rent account
- the landlord set out how it calculates rent and checked it against the tenancy agreement
- it found the resident was slightly in credit due to a benefits issue
- the landlord repaid the credit to the resident
- it committed to review its internal process to make calculations more accurate
- the case shows how clear information and accurate records help resolve issues effectively
Severe maladministration
This case shows the serious human impact that poor knowledge and information management can have on residents. After the resident told the landlord she had left due to domestic abuse, the landlord mishandled key information and failed to keep accurate records.
What happened:
- the resident called the landlord to say she had left the property due to domestic abuse
- the next day, the perpetrator called the landlord to ask for the tenancy to be transferred into his name
- unable to establish who had called, the landlord raised a fraud case against the resident for deserting the home
- this caused the resident additional distress at an already difficult time
- the resident had disclosed mental and physical disabilities during correspondence, but the landlord did not record them and later told us she had none
- the landlord was unable to obtain the 3 complaints the resident made, whether due to poor systems or poor training, this was unacceptable
- the landlord also failed to record that a third party had flagged the domestic abuse concerns
Resident information
Resident support guides
Use this collection of support guide to make the complaints process easier and clearer.
They will help you understand your rights, know what steps to take, and get practical advice on all aspects of complaints.
These resources will give you the confidence to raise issues and get them resolved.
When to get help from us
Not sure when to contact the Housing Ombudsman?
This page explains the right time to get help. It shows what steps you need to take first, what we can and cannot look at, and how we can support you if your landlord has not resolved your complaint.
Use it to understand your options and make sure your complaint reaches the right place.