The Housing Ombudsman has found that poor Knowledge and Information Management is a major contributor to service failures, particularly in repairs and complaint handling. In its Spotlight on Knowledge and Information Management report, the Ombudsman identifies poor data culture and weak governance as key issues. Without effective KIM, landlords struggle to track issues, respond efficiently, and make informed decisions. The report sets out 21 recommendations to improve how housing providers manage information, reinforcing the urgent need for change.
What Does Good Knowledge and Information Management Look Like?
Good KIM ensures that data, insights, and records are easily accessible, accurate, and actionable. In social housing, this means:
- Centralised Records – Housing providers must have a single, up-to-date system where all tenant interactions, repair requests, complaints, and risk reports are logged and visible to all relevant staff.
- Proactive Information Sharing – Frontline staff, call handlers, and maintenance teams should have access to the same real-time data so that tenant issues are not lost in departmental silos.
- Clear Accountability – When an issue is raised, there must be a transparent process for tracking its progress and ensuring that it is resolved.
- Training and Culture Change – Staff must be trained to use systems effectively, understand the importance of accurate record-keeping, and be empowered to escalate issues that could impact safety and well-being.
The Link Between KIM and Customer Experience
Housing associations and local authorities are under pressure to improve customer experience, and good KIM is at the heart of this. When information is well-managed:
- Tenants feel heard – If a tenant reports an issue, they should not have to repeat themselves every time they contact their landlord. A centralised system ensures a seamless, responsive service.
- Repairs and complaints are resolved faster – Delays often occur because of lost or incomplete information. A robust KIM system ensures that data is accurate and accessible, leading to quicker resolutions.
- Trust is built – Tenants lose faith in their landlords when they feel ignored or when their issues are mishandled. Effective information management ensures transparency and accountability, strengthening relationships between housing providers and their residents.
Big Picture Training’s Role in Improving KIM
At Big Picture Training, we recognise the urgent need for better Knowledge and Information Management in social housing. That’s why we are actively working with our partners at DISH (Data in Social Housing) to improve how data is used to drive better customer experiences.
- Benchmarking Survey – We are gathering insights from housing providers on how they currently manage data and information, identifying gaps and opportunities for improvement. Follow the link to join us on the journey.
- Bite Sized in-house workshop – offered in collaboration with our friends at Digital Bark, uncovering the Hidden Costs of Poor KIM in the Tenant Journey (and how to harness the power of good KIM).
- Disruptive Innovators Network Workshop at Amazon HQ – We are partnering with industry leaders to design and refine KIM strategies, ensuring that housing providers have access to best-in-class approaches for managing tenant data and improving services.
- Future Events – We will continue to bring together housing professionals to share best practices and develop innovative solutions for effective knowledge management.
Final Thoughts
The social housing sector is increasingly recognising the need to improve knowledge and information management, but there is still work to be done. Investing in better systems, processes, and training is not just about efficiency, it’s about ensuring the safety, well-being, and trust of the people who rely on these services.
By getting KIM right, housing providers can move from a reactive, fragmented approach to a proactive, customer-focused one. And ultimately, they can prevent avoidable tragedies, like those of Grenfell and Awaab Ishak, from ever happening again.