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:
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.
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