Over half of housing leaders say that data problems are hampering their ability to handle tenant complaints effectively, according to a report from Mobysoft.
The report, ‘From data to decisions – A comprehensive guide to developing & executing a data strategy’, sheds light on the challenges of fragmented systems, unreliable records and a lack of trust in the information needed to make decisions.
Mobysoft’s survey of 100 senior executives found that 56 per cent had experienced problems accessing or being provided with records to respond to complaints. Of those, nearly 70 per cent said these problems affect their ability to fully address complaints and meet complaint-handling timescales.
The report highlights the costs of poor data quality, with nearly half of housing leaders citing increased operational costs and impacts on tenant satisfaction. Other problems included inaccurate reporting, compliance risks and missed opportunities for proactive interventions.
Richard Blakeway from the Housing Ombudsman said, “Every day we see poor records, knowledge and information management impairing effective responses by housing providers to their residents. It’s absolutely vital that housing providers have an effective framework for ensuring that the recording of data is high quality and facilitates its effective usage.”
