Season 3 episode 2 – July 2023
Spotlight on: Knowledge and Information Management
In this episode, Sector Learning and Development Lead Victoria King speaks to Zoe Miller, our Compliance and Systemic Investigations Manager, about our recent Spotlight report on Knowledge and Information Management.
We’ve broken the questions up so you can take away bite-sized learning.
Q1: Why did the Housing Ombudsman focus on Knowledge and Information Management for this report?
Audio PlayerQ2: Why is good Knowledge and Information Management so important in the social housing sector?
Audio PlayerQ3: What key data from the Housing Ombudsman’s casework did you look at?
Audio PlayerQ4: You worked with the London School of Economics on this report. Why did you do this and what were the findings?
Audio PlayerQ5: You asked landlord’s complaint handlers to submit evidence as part of the report. What did they tell you?
Audio PlayerQ6: The report talks about information not being recorded correctly or accurately. What is the impact of that?
Audio PlayerQ7: Did you find examples of landlords not having systems in place. What were the reasons for landlords not having access to a system or database where data should be contained? What was the impact of this?
Audio PlayerQ8: The report talks about evidence-based practice. What did you find out about this?
Audio PlayerQ9: Why is it so important to embed in the organisation’s culture, the understanding and appreciation of good Knowledge and Information Management and the benefits it can have for both residents and landlords?
Audio PlayerQ10: Repairs were once again a dominant theme. What are the recommendations in the report around this?
Audio Player