Follow up report: Spotlight on knowledge and information management – on the record

Published in January 2025

Report summary

Effective Knowledge and Information Management (KIM) by landlords is fundamental for providing decent homes and services. The records made by operatives every minute will impact the experiences of residents – both positive and negative – and in aggregate will inform the decisions made in the boardroom about the landlord’s future. In turn, these will shape the view of risk in the sector and even national policy priorities.

This matters in a world where we rely on retrieving information to make decisions and is essential if the housing sector is to harness the opportunities offered by artificial intelligence – and mitigate the risks. An algorithm will only be as effective as the data it relies on. Only with more robust KIM will landlords be able, for instance, move from reactive to predictive repairs.

Complaints offer a unique window into the effectiveness of KIM – what information the landlord has, how it is used, and any gaps.

This follow-up report summarises our evaluation of our Spotlight on knowledge and information management – on the record, which we published in May 2023.

What is in the follow up report?

As part of the follow-up report, we reviewed information from more than 50 landlords which included their feedback and self-assessments. Additionally, a workshop was held to receive verbal feedback, and an anonymous survey was conducted with staff who handle complaints. 

Key findings from the analysis includes: 

  • 26% of respondents said they were having issues accessing the information required to inform decision making, compared with 56% in the original survey in 2022 
  • of these respondents, 81% said issues related to accessing information impacted on 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 undergone system changes following the report had experienced positive improvements 
  • 80% of respondents reported that KIM was either very or quite important to their organisation 

The report shares practical examples from landlords on improving KIM, alongside the challenges.

Download the full report

The full report is available to view or download as a PDF.

Follow up report: Spotlight on knowledge and information management – on the record (PDF)

Further learning on knowledge and information management

Knowledge and information management key topics page

Effective knowledge and information management is a challenging issue for landlords.

Discover guidance for landlords and residents, Spotlight reports, and training options to help you understand this key topic.

KIM learning resources (opens in a new tab)

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