Knowledge & Information Management Strategy 2026-2031

The Housing Ombudsman Service has highlighted the importance of good record-keeping through its Knowledge and Information Spotlight Report. Poor record-keeping can negatively impact both tenants and landlords. The report calls for a more structured and consistent approach to managing information across the housing sector. The initial report was published in May 2023, followed by an update in January 2025.

In 2025, MDH carried out a full self-assessment of its Knowledge and Information Management (KIM) practices. You can read our assessment here.

The findings from this self-assessment have informed the development of the KIM Strategy and its accompanying Action Plan. The Strategy is currently under development and will launch in 2026.