Problems with knowledge and information have led to delays, missed appointments, vulnerabilities being missed and financial detriment for residents seeking help with housing problems, warns Ombudsman.

Housing Ombudsman Richard Blakeway says getting knowledge and information management right is the ‘closest thing the sector could get to a silver bullet’.

Around two thirds of the cases upheld after investigations had issue with accessing data and information, the report says.

These include a case where a lack of adequate systems to record contact with residents led to a landlord being unable to respond to a leak for eight years.

In another investigation a resident lost 14 days annual leave because of missed appointments.

A call for evidence by the Ombudsman found 56% of respondents had issues accessing or being provided with records in order to respond to complaints.

In the report, Spotlight on Knowledge and Information Management, the Ombudsman makes 21 recommendations, including implement a strategy to deal with the issue and setting up an information asset register.

Mr Blakeway said: ‘Successful knowledge and information management starts with an understanding and appreciation of its benefits to both the landlord and its residents.

‘This needs to be centrally led, with senior leaders clear about the importance of knowledge and information management, and their standards and expectations.

‘For landlords, this can feel like another thing on an already impossible to-do list, but poor information management is such a strong and reoccurring theme across service areas that it is the closest thing the sector could get to a silver bullet.

‘I urge the sector to digest the learning from this report and create a KIM strategy that stops these issues from occurring and fosters a more positive complaints culture.’

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