Summary
This technical report investigates the data challenges faced by social housing landlords in the digital age. It builds upon research conducted by the Housing Ombudsman, which identified poor knowledge and information management as a recurring issue affecting service delivery. The study is based on 224 employee survey responses and 30 interviews, focusing on seven core housing management functions. Key findings reveal that current data quality approaches are inadequate for employee needs, with technology often acting as a barrier to effective service delivery. The report outlines the far-reaching impacts of poor data quality, including its influence on decision-making and service outcomes. It emphasizes the necessity of transforming poor data into good data and advocates for a sector-wide data strategy to enhance data management practices. Five recommendations are provided, including addressing siloed data, improving data quality, embedding data quality into organizational culture, ensuring systems support behavior, and considering a collaborative data strategy across the sector.
