Follow up: 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 January 2025
On this page
Report summary
Good knowledge and information management is fundamental for providing decent homes and services.
The records operatives create directly affect residents’ experiences, both good and bad. When combined, these records guide the decisions landlords make about their future. In turn, these will shape the view of risk in the sector and even national policy priorities.
This matters because we rely on good information to make decisions. It is also essential for the housing sector to use artificial intelligence safely and reduce the risks. An algorithm is as effective as the data it relies on.
Complaints give a clear view of how well a landlord manages information. They show what information the landlord has, how they use it, and where the gaps are.
This report summarises the evaluation of our Spotlight report on knowledge and information management.
What is in the follow up report?
We reviewed information from more than 50 landlords. This included their feedback and self-assessments. Additionally, we held a workshop and collected information via a survey with staff who handle complaints.
Key findings from the analysis include:
- 26% said they were having issues accessing the information required to inform decision making, compared with 56% in the original survey in 2022
- 81% said issues related to accessing information affected their ability to meet complaint handling timescales
- most respondents cited poor quality or vague information, and databases not synchronising or talking to each other as the main barriers – both 19%
- 89% of those that had done system changes following the report had experienced positive improvements
- 80% reported that knowledge and information management was either very or quite important to their organisation
The report shares practical examples for landlords on improving knowledge and information management, alongside the challenges.
The full report
This page provides a summary of the report. To read the report in full and view our recommendations, please download the PDF.
Follow up: Spotlight report on knowledge and information management (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