Dozens of social landlord staff who handle complaints have received training on data handling since the watchdog released guidance on knowledge and information management (KIM) in May 2023. 

The Ombudsman’s KIM report made 21 recommendations, including providing staff training on using data systems and the requirements of the Equality Act 2010. The Ombudsman today released analysis of a follow-up survey, to which 99 landlord complaint handlers responded.