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
This report shows how weaknesses in data and information cause problems for landlord’s services. Turning an ordinary service request into a protracted complaint.
There are 2 core issues underpinning the findings of our investigation.
- The culture of the landlord.
- The effectiveness of its governance.
This is present in both our casework and our call for evidence.
If senior managers do not value knowledge management, the organisation develops a poor data culture. This problem grows when there are no performance measures to reinforce good practice.
Good information management shows how well an organisation is working.
What is knowledge and information management?
Knowledge and information management covers 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. It does not reflect the other 3 aspects of knowledge and information management.
Without good information management, a landlord cannot:
- fully comply with legal and regulatory requirements
- horizon-scan and identify risk
- contingency plan
- proactively address hazards (such as fire safety, asbestos, and damp and mould)
- 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)
Further learning on knowledge and information management
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.
Knowledge and information management training on the Learning Hub
Effective complaint handling is central to good landlord-resident relationships.
Our training helps you:
- improve knowledge and information management – understand best practices and apply them in your organisation
- enhance service delivery – learn how effective data use can lead to better outcomes for residents
- stay informed on industry recommendations – explore findings from Spotlight reports and follow-up guidance
- develop practical skills – through scenario-based learning and real-world examples