Knowledge and Information Management (KIM) evaluation

This survey is for anyone who handles complaints from residents at either stage 1 or stage 2 as part of their day-to-day role.

Knowledge and Information Management (KIM) encompasses how data is:

  • Created - If information is not created correctly, it cannot be relied on. This can be either absence of information, or inaccurate and partial information.

  • Used - If the creation of the data has been done poorly, or the systems do not exist to hold it adequately, any usage of that data will be flawed.

  • Stored - Once information has been created, it is vital that it is then stored and maintained appropriately, in accordance with data protection requirements.

  • Shared – When discussing GDPR, the conversation is usually around keeping data safe, but the requirements of GDPR are also to share information when appropriate and for a legitimate purpose.

The Housing Ombudsman Service found a clear link between poor knowledge and information management and the direct effects experienced by the landlord's residents, and the landlord itself. When landlords do not hold knowledge and information about their homes, or importantly about their residents, it limits their ability to provide a responsive, safe, and high-quality service. 

In May 2023, we published a Spotlight report on knowledge and information management - on the record where we made a number of recommendations. We are now reviewing the impact of any changes and actions landlords have made as a result of the report.

As part of this, we are keen to understand whether any changes have impacted on the ability of complaint handlers to respond to residents in a timely and quality manner.

Please complete the anonymous survey to help inform our findings.

This survey is for anyone who handles complaints from residents at either stage 1 or stage 2 as part of their day-to-day role.

Knowledge and Information Management (KIM) encompasses how data is:

  • Created - If information is not created correctly, it cannot be relied on. This can be either absence of information, or inaccurate and partial information.

  • Used - If the creation of the data has been done poorly, or the systems do not exist to hold it adequately, any usage of that data will be flawed.

  • Stored - Once information has been created, it is vital that it is then stored and maintained appropriately, in accordance with data protection requirements.

  • Shared – When discussing GDPR, the conversation is usually around keeping data safe, but the requirements of GDPR are also to share information when appropriate and for a legitimate purpose.

The Housing Ombudsman Service found a clear link between poor knowledge and information management and the direct effects experienced by the landlord's residents, and the landlord itself. When landlords do not hold knowledge and information about their homes, or importantly about their residents, it limits their ability to provide a responsive, safe, and high-quality service. 

In May 2023, we published a Spotlight report on knowledge and information management - on the record where we made a number of recommendations. We are now reviewing the impact of any changes and actions landlords have made as a result of the report.

As part of this, we are keen to understand whether any changes have impacted on the ability of complaint handlers to respond to residents in a timely and quality manner.

Please complete the anonymous survey to help inform our findings.

Page last updated: 20 Sep 2024, 08:59 AM