Stakeholder survey results – February 2021
Published 16 February 2021
Applies to England
© Crown copyright 2021
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This publication is available at https://www.gov.uk/government/publications/rsh-stakeholder-survey-2020/stakeholder-survey-results-february-2021
Introduction
This is the third consecutive year that the Regulator of Social Housing has carried out a stakeholder survey and we intend to conduct a similar survey annually.
We carried out the survey in 2020 later in the year than we would normally do due to the coronavirus pandemic.
We have sought the views of registered providers and other stakeholders on a range of issues, including our response to the coronavirus pandemic.
We will use the results to inform:
- our performance monitoring
- continuous development of our operational approach
- our corporate planning
Key findings
The number of responses and types of organisations responding were broadly similar to 2019, with the majority being RPs, and the results were very positive.
95% of respondents agreed that:
- our approach is co-regulatory;
- we meet our objective to be proportionate and minimise interference;
- the regulatory framework and our approach to regulation are consistent with our objectives on economic regulation;
- our approach to regulation is risk-based and assurance-based;
- this approach is reflected in their experience of being a regulated RP or how they understand RPs are regulated;
- we take appropriate action in response to referrals where we find consumer standards have been breached and tenants, or potential tenants have been at significant risk of serious detriment.
94% agreed that we take action where possible to ensure that confidence in the sector is maintained, and access to finance on competitive terms continues.
86% of respondents overall were clear about any information and/or evidence they were asked to provide by the regulator and why.
87% found RSH publications very or somewhat useful.
79% of respondents think that regulatory staff are knowledgeable or very knowledgeable about the complexity of the sector although only 68% of small provider respondents agreed.
Direct contact by letter or e-mail remains by far the communication method preferred by stakeholder, with the website second and speaking engagements third. Views were more mixed on social media.
Key findings - Coronavirus response
The coronavirus pandemic made 2020 a very different and challenging year for our stakeholders. Registered providers of social housing had to work flexibly to maintain essential services while protecting tenants and staff.
Due to this the RSH decided it was appropriate to change some of the ways we regulate during the pandemic.
The survey has found:
- 93% of all stakeholders agree the Regulator reduced the regulatory burden during the pandemic.
- 94% of small providers agree key risks were monitored during the pandemic.
- 97% of large providers agree our expectations were communicated in a timely and appropriate manner.
Responses
366 stakeholders completed the survey, which is similar to the number (376) of completed responses we received in 2019.
338 (92%) of respondents were registered providers (including local authority registered providers), compared to 82% in 2019.
Other stakeholders responding included charities, tenant organisations, trade bodies and local authorities who are not registered providers.
| Which of these stakeholder groups best describes your organisation | Responses | Proportion of responses |
|---|---|---|
| Large registered provider | 155 | 42% |
| Small registered provider | 150 | 41% |
| RP (size not given) | 33 | 9% |
| ALMO | 1 | 1% |
| Government department | 2 | 1% |
| Local Authority (not a provider) | 5 | 1% |
| Tenant organisation | 8 | 2% |
| Trade body | 3 | 1% |
| Other | 9 | 2% |
Profile of registered provider respondents
Of the registered providers that responded 155 were large providers (>1,000 units), 150 were small providers (<1,000 units) and 33 did not declare their size.
In addition to the responses from local authorities who are not registered providers, responses were received from 25 local authority registered providers. This is up significantly from 3 in 2019; potentially reflecting increasing engagement due to the coronavirus response and new regulatory returns for local authorities e.g. on rents.
87% of provider respondents classified themselves as housing associations. 13 for-profit providers responded (up from 10 in 2019), 4% of the total number of respondents.
How many providers does your provider own?
| No. of units | Total |
|---|---|
| <1,000 units | 150 |
| 1,000-9999 units | 93 |
| 10,000-29,999 units | 32 |
| 30,000-49,999 units | 18 |
| >50,000 units | 12 |
Section 1 - Regulatory framework
| Question 5-7: To what extent do you agree that: | Strongly Agree | Agree | Disagree | Strongly Disagree |
|---|---|---|---|---|
| 5. the regulator’s approach is co-regulatory | 28% | 66% | 4% | 1% |
| 6. the regulator meets its objectives to be proportionate and minimise interference | 35% | 60% | 4% | 1% |
| 7. the regulatory framework and our approach to regulation are consistent with our objectives on economic regulation | 33% | 63% | 4% | 1% |
| Overall | 32% | 63% | 4% | 1% |
A consistent 95% of respondents agreed with these statements, with a total of only 5% of respondents disagreeing in each question.
The highest level of respondents strongly agreeing was for question 6, with 35% of respondents strongly agreeing that the regulator is proportionate and minimises interference.
98% of large providers and 93% of small providers responding agree with the statements.
Section 2 - Delivery and practice
| Question 8: To what extent do you agree that: | Strongly agree | Agree | Disagree | Strongly disagree |
|---|---|---|---|---|
| a. Our approach to regulation is risk-based and assurance-based? | 37% | 59% | 4% | 1% |
| b. This approach is reflected in your experience of being a regulated RP or how you understand RPs are regulated? | 35% | 60% | 4% | 1% |
| Overall | 36% | 59% | 4% | 1% |
| Question 8 by stakeholder group | ||||
|---|---|---|---|---|
| Stakeholder group | Strongly agree | Agree | Disagree | Strongly disagree |
| Large RP | 48% | 50% | 2% | 1% |
| Small RP | 29% | 65% | 4% | 1% |
| RP size unknown | 33% | 64% | 3% | 0 |
| Other | 9% | 77% | 13% | 2% |
Question 10: From engaging with our regulatory staff, how knowledgeable are they about the nature and complexity of the sector?
79% of respondents agree that the regulator’s staff are knowledgeable about the complexity of the sector, with just 2% overall stating this requires improvement. This is up from 69% in 2019.
93% of respondents from large providers state staff are knowledgeable, with 70% stating staff are very knowledgeable.
| Question 10 by stakeholder group | ||||
|---|---|---|---|---|
| Stakeholder group | Strongly agree | Agree | Disagree | Strongly disagree |
| Large RP | 70% | 23% | 6% | 1% |
| Small RP | 41% | 27% | 31% | 1% |
| RP size unknown | 45% | 33% | 18% | 3% |
| Other | 43% | 21% | 25% | 11% |
| Overall | 54% | 25% | 19% | 2% |
Section 3 - Changes to our regulation during the coronavirus pandemic
| To what extent do you agree the regulator: | Strongly agree | Agree | Disagree | Strongly disagree |
|---|---|---|---|---|
| a. Reduced the regulatory burden to enable providers of social housing to focus on the impact of the pandemic on their front-line operations | 39% | 54% | 5% | 1% |
| b. Monitored the key risks to providers finances and service delivery during the pandemic | 37% | 57% | 4% | 1% |
| c. Communicated with the sector in a timely and appropriate manner the Regulator’s expectations and changes in Government guidance relevant to the sector. | 42% | 52% | 5% | 1% |
To what extent do you agree the regulator reduced the regulator burden to enable providers of social housing to focus on the impact of the pandemic on their front-line operations?
Overall 93% of respondents agreed with this statement, with 95% of small providers and 97% of providers who size was unknown agreeing.
Respondents from large providers were most likely to strongly agree, with more than half (51%) confirming the Regulator reduced the regulatory burden.
| Stakeholder type | Strongly agree | Agree | Disagree | Strongly disagree |
|---|---|---|---|---|
| Large RP | 51% | 40% | 8% | 1% |
| Small RP | 29% | 65% | 4% | 1% |
| RP size unknown | 45% | 52% | 3% | 0 |
| Other | 21% | 71% | 4% | 4% |
| Overall | 39% | 54% | 5% | 1% |
To what extent do you agree the regulator monitored the key risks to providers finances and service delivery during the pandemic?
95% of respondents agreed the key risks were monitored, with including 97% of large providers and 97% of providers whose size was not stated.
Only three respondents (<1%) strongly disagreed with this statement.
| Stakeholder type | Strongly agree | Agree | Disagree | Strongly disagree |
|---|---|---|---|---|
| Large RP | 51% | 46% | 3% | 1% |
| Small RP | 26% | 68% | 5% | 1% |
| RP size unknown | 33% | 64% | 3% | 0 |
| Other | 29% | 57% | 14% | 0 |
| Overall | 37% | 57% | 4% | 1% |
To what extent do you agree the regulator communicated with the sector in a timely and appropriate manner the Regulator’s expectations and changes in Government guidance relevant to the sector?
94% of respondents agreed with this statement, with 97% of large providers and 100% of providers whose size is unknown agreeing.
56% of large providers strongly agree that communication was timely and appropriate.
| Stakeholder type | Strongly agree | Agree | Disagree | Strongly disagree |
|---|---|---|---|---|
| Large RP | 56% | 41% | 3% | 1% |
| Small RP | 32% | 59% | 8% | 1% |
| RP size unknown | 36% | 64% | 0 | 0 |
| Other | 18% | 71% | 11% | 0 |
| Overall | 42% | 52% | 5% | 1% |
Section 4 - The regulator
Please indicate how useful you found the following publications:
| Publication | % Very useful | % Somewhat useful | % Not very useful | % Not at all useful |
|---|---|---|---|---|
| Annual report | 28 | 59 | 12 | 2 |
| Codes of practice | 66 | 33 | 3 | 1 |
| Consumer regulation review | 46 | 44 | 8 | 1 |
| Fees statement | 17 | 62 | 18 | 3 |
| Global accounts | 33 | 40 | 23 | 5 |
| Quarterly survey | 29 | 54 | 14 | 2 |
| Regulating the standards | 60 | 33 | 6 | 1 |
| Regulatory judgements/notices | 51 | 39 | 8 | 2 |
| Sector risk profile | 59 | 33 | 8 | 1 |
| Statistical data return | 32 | 56 | 10 | 2 |
| Value for money reports | 35 | 49 | 13 | 2 |
| Publication | % All very or somewhat useful |
|---|---|
| Annual report | 86 |
| Codes of practice | 96 |
| Consumer regulation review | 91 |
| Fees statement | 79 |
| Global accounts | 72 |
| Quarterly survey | 83 |
| Regulating the standards | 93 |
| Regulatory judgements/notices | 90 |
| Sector risk profile | 91 |
| Statistical data return | 89 |
| Value for money reports | 84 |
Responses differed between stakeholder types, as would be expected given the different focus of stakeholders:
-
99% of large providers found the Sector Risk Profile very or somewhat useful with 79% finding it very useful. Regulating the Standards (97%) and the Quarterly Survey (96%) were also reported as somewhat or very useful to large providers.
-
96% of small providers found the Codes of Practice very or somewhat useful, a proportion shared with providers who size was not given.
-
Other stakeholders found the Codes of Practice (93%) and Sector Risk Profile (93%) most useful, but found the more financial and technical documents less useful.
All very or somewhat useful
| Publication | Large RP | Small RP | RP size unknown | Other |
|---|---|---|---|---|
| Annual report | 90% | 83% | 94% | 75% |
| Codes of practice | 95% | 96% | 97% | 93% |
| Consumer regulation review | 96% | 87% | 88% | 86% |
| Fees statement | 78% | 81% | 79% | 71% |
| Global accounts | 88% | 60% | 67% | 54% |
| Quarterly survey | 96% | 72% | 76% | 82% |
| Regulating the standards | 97% | 91% | 88% | 89% |
| Regulatory judgements/notices | 95% | 84% | 91% | 89% |
| Sector risk profile | 99% | 83% | 88% | 93% |
| Statistical data return | 94% | 85% | 82% | 82% |
| Value for money reports | 92% | 79% | 91% | 68% |
| Overall | 93% | 82% | 85% | 80% |
Question 17: Which of the following do you find helpful in getting information about the requirements of our standards, publications and any other news?
| Type | Very helpful | Quite helpful | Not very helpful | Unhelpful | All very/quite helpful |
|---|---|---|---|---|---|
| Letter/email | 72% | 25% | 2% | 0 | 97% |
| Website information/alert | 41% | 47% | 11% | 1% | 88% |
| Twitter/LinkedIn | 6% | 29% | 46% | 18% | 36% |
| Stakeholder event | 34% | 36% | 21% | 7% | 72% |
| Trade press article/column | 19% | 50% | 24% | 7% | 69% |
Direct contact by letter or e-mail remains the communication method preferred by stakeholders (97% very or quite helpful).
Views were more mixed on social media, with only 36% finding Twitter or LinkedIn very or quite helpful and 18% finding this method of communication unhelpful. This is broadly in line with last year’s survey.
Next steps
We will conduct a further stakeholder survey in 2021.
As part of our work to increase engagement with social housing tenants we will explore ways of increasing responses to our 2021 survey for tenants and tenant groups.
In the meantime we will use the results of this survey to inform the Regulator of Social Housing’s performance monitoring, corporate planning and regulatory engagement.
In 2020 we also commissioned an evaluation of our In Depth Assessments, which we will be publishing in due course.
We have communicated the results internally and will reflect on the results in our work planning and in our approach to implementing the regulatory measures in the social housing white paper.
© RSH copyright 2021
This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned.
Any enquiries regarding this publication should be sent via [email protected] or call 0300 124 5225 or write to:
Regulator of Social Housing
1st floor – Lateral
8 City Walk
Leeds LS11 9AT