The Housing Ombudsman – Knowledge and Information Management: The Six Recommendations
14th June 2023
In May 2023, the Housing Ombudsman published a spotlight on ‘Knowledge and Information Management (KIM)’ on the record.
The report looks at record keeping by registered providers of social housing and highlights the issues within the sector, making six recommendations with an aim of improving the use of data, knowledge, and information management.
For many years now, we at MSB have been providing clients with legal training. During these sessions we highlight the key role that accurate record keeping plays when dealing with legal issues. Without accurate records, social landlords may lack the crucial evidence needed and without evidence, any contemplated and/or actual litigation is going to be problematic.
The recommendations made by the KIM report are as follows:
Recommendation 1__Define the oversight role of governance for knowledge and information management.
Governance should seek assurance that the landlord knows its products, services, and residents well, and that it uses this data to inform business and financial planning.
__
Recommendation 2__Implement a knowledge and information management strategy
This should include:
- Defining knowledge and information management,
- clear definitions of which data repository is to be used for which datasets,
- the implementation of an Information Asset Register so you know what data you already have, what you do not have, and what you need,
- outcome-focused data mining: what you are trying to achieve and what do you need the data for?
- how it aligns with the overall business strategy and the need for continuous service
Improvement,
- what the expected standards are, how they will be monitored, and the consequences of failing to adhere to them.
__Recommendation 3
Benchmark against other organisations’ good practice in knowledge and information management.
This should underpin a continuous improvement approach to service delivery.
__Recommendation 4
Review safeguarding policies and procedures
To ensure data analysis forms part of a landlord’s proactive activities to satisfy their duties.
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Recommendation 5__Train staff on the requirements of the Equality Act 2010
Particularly with relevance to the importance of knowledge and information management as a tool for compliance.
__Recommendation 6
Review internal guidance around recording vulnerabilities
Particularly to ensure temporary, as well as permanent vulnerabilities are recognised, recorded, and then removed from records
The report can be found here.
Knowledge is power, and staff training on the requirements of the Equality Act 2010 are key to improving professionalism and standards in the sector.
We can assist social housing providers with legal training on the requirements of the Equality Act 2010. Should your organisation want further advice on the KIM report, and or explore the possibility of legal training, please contact Louise Murphy Head of Social Housing and Regeneration at MSB.
Law is correct as of 9th June 2023
Whilst every effort has been taken to ensure that the law in this article is correct, it is intended to give a general overview of the law for educational purposes. You are respectfully reminded that it is not intended to be a substitute for specific legal advice and should not be relied upon as legal advice. No liability is accepted for any error or omission contained herein.
If you have any questions please contact Louise Murphy, Partner and Head of Social Housing & Regeneration at LouiseMurphy@msbsolicitors.co.uk.
Louise Murphy
Louise is the Head of Social Housing and Regeneration at MSB and has an in-depth knowledge of Social Housing law throughout her 15 year career.
She has developed our Housing Disrepair team into a formidable unit; she is tenacious and achieves outstanding results.
