Effective knowledge and information management (KIM) is critical to delivering reliable services, ensuring compliance, and safeguarding tenant well-being. However, poor KIM practices have led to widespread service failures, from inadequate repairs to ineffective complaint handling. This session tackles the core issues and solutions outlined by the Housing Ombudsman’s recent report.
The Housing Ombudsman’s report on KIM identifies poor information management as a major issue affecting residents. The “golden thread” approach to effective KIM ensures access to vital building and safety data, allowing landlords to proactively identify maintenance needs and contact residents who haven’t reported issues in over a year to improve tenant well-being.
In this session, we will discuss the Ombudsman’s 21 recommendations and share how board members and housing professionals can adopt best practices to enhance service provision, ensure compliance, and foster a positive complaint-handling culture. Our goal is to gain actionable insights on implementing effective knowledge and information management (KIM) practices to meet regulatory demands and better serve residents.
What you will learn
- Understand the Housing Ombudsman’s recommendations for robust KIM practices.
- Key KIM failures highlighted in Ombudsman cases and the impact on tenants.
- The link between poor record-keeping and increased maladministration complaints.
- Practical steps to align KIM practices with the Ombudsman’s recommendations.
- What are the best practices across the sector
Further Info
Presented by Rob Fletcher who is Director of Data and Applications at Platform Housing Group and will take you through the background and recommendations to facilitate a conversation about what Board Members might do with this information to check how their own organisations are performing against best practice across knowledge and information management.
Thursday 12 December 2024 | 1:00 pm to 2:00 pm
Our Webinars last 1 hour and are interactive, people can ask questions of the presenter and other attendees. If you or your organisation have a Webinar subscription you will be sent a link to join this Webinar prior to the session.
Fees:
This session is free for Webinar subscribers.
Not a subscriber? You can purchase this session for £80 plus VAT. Find out more here about becoming a subscriber. Contact us for more details.