Our new statutory Complaint Handling Code comes into effect from 1 April 2024 - find more information online.

Spotlight on: Knowledge and Information Management (KIM)

Published in May 2023

Report summary

The complexities of this housing crisis require modern and agile services. But this report reveals how landlord’s services can be held back by weaknesses in data and information, that can turn an ordinary service request into an extraordinarily protracted complaint.

There are 2 core issues underpinning the findings of our investigation: the culture of the landlord and the effectiveness of its governance. This is present in both our casebook and our call for evidence. If the senior managers of an organisation do not value knowledge management or recognise how it benefits everyone, this is reflected by a bad data culture, compounded by an absence of performance management measures. Knowledge and information management is a barometer of how an organisation is functioning.

What is knowledge and information management?

Knowledge and information management (KIM) encompasses how data is:

  • created
  • stored
  • used
  • shared

The housing sector often refers to ‘record-keeping’. Although record-keeping can be a useful shorthand, it refers to storing data only and does not reflect the other three aspects of knowledge and information management.

Without good information management, a landlord cannot adequately:

  • horizon-scan and identify risk
  • contingency plan
  • proactively address hazards (such as fire safety, asbestos and damp and mould)
  • fully comply with legal and regulatory requirements
  • ensure evidence-based practice
  • provide a high-quality service to residents

The full report

The full report is available to view or download as a pdf.

View the and download the full report pdf



View more Spotlight reports

People figures with comment clouds above their heads. Social communication. Information exchange. Rumors and gossip. Talk and chat. Discussion and dialogue. Public opinion poll. Dispute settling

Spotlight on attitudes, respect and rights

We have released our latest Spotlight report on attitudes, respect and right - relationship of equals, calling for a Royal Commission to create a long-term plan for social housing after finding that current approaches for the sector are not working for residents with a vulnerability.

View the full report
Photograph of mould around window

Spotlight on: Damp and mould

Landlords must demonstrate to residents learning from damp and mould complaints. We encourage landlord staff and managers to review the case studies and learning in this report, actively consider how you would respond to the case and whether you would make the same mistakes. 

View the full report
An aerial view of rows of back to back terraced houses in a working class area of a Northern town in England

Spotlight on: Noise complaints

At the heart of our findings in this report is a fundamental unfairness: most noise reports concern household noise rather than Anti-Social Behaviour (ASB), and yet most landlords handle it under their ASB policy.

View the full report