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Spotlight report 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 and download the full report (PDF)

Spotlight report on KIM evaluation workshop

As we continue to collect information for our follow up evaluation report of On the Record – Knowledge and Information Management (KIM), we are offering landlords the opportunity to speak to us about what they’ve learned.

This workshop is on 17 October 2024, 10am – 11am.

This is your chance to be part of the evaluation and follow-up report, share best practice, learn from others, tell us about the improvements/planned improvements you’ve got, any particular challenges or barriers, and what you think would be most useful for the follow-up report and our Centre for Learning to focus on.

Register to join this workshop

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