Spotlight report on knowledge and information management
This page provides a summary of the report. To read the report in full and view our recommendations, please download the PDF.
Published in May 2023
On this page
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 Spotlight report
This page provides a summary of the report. To read the report in full and view our recommendations, please download the PDF.
Spotlight report on Knowledge and Information Management (KIM) (PDF)
Knowledge and information management eLearning for landlords
Spotlight report on knowledge and information management eLearning
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
Further learning on knowledge and information management
KIM key topic page
Effective knowledge and information management is a challenging issue for landlords.
Our key topics page on KIM offers guidance for landlords and residents, reports, and training options to help you learn more about improving the knowledge and information management within your organisation.
KIM podcast 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.
View more Spotlight reports
Spotlight report on repairs and maintenance
This report reveals a 474% increase in repair complaints. It explores the critical role that trust plays in effective repairs and maintenance.
Spotlight report on attitudes, respect, and rights
This report explores how current approaches for the sector are not working for residents with a vulnerability. With the need for a Royal Commission to create a long-term plan for social housing.
Spotlight report on damp and mould
Landlords must learn 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 and whether you would make the same mistakes.