The Housing Ombudsman – Knowledge and Information Management: The Six Recommendations

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


  • 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.


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.

Contact us, we are here to help

If you have any questions please contact Louise Murphy, Partner and Head of Social Housing & Regeneration at