Transparency data

Service standards performance data 2016 to 2017

Updated 3 December 2019

Applies to England

We provide a range of statutory processes and services to the regulated social housing sector and its stakeholders.

Our Referrals and Regulatory Enquiries team provides information, advice and guidance. The most common enquiry topics and statutory processes are listed below:

• Disposal and constitutional consents (subject to removal of these requirements under the Housing and Planning Act coming into force)
• Current list of registered providers (RPs)
• Information required of RPs (including NROSH+)
• Registration/ de-registration
• Regulatory framework requirements
• Regulatory judgements and notices

Performance data against the regulator’s standards of service for the 2016/17 financial year is set out below. We have assigned ratings to our service standards on the following basis:

85% and over - GREEN 70% to 84% - AMBER Below 70% - RED

We have provided an explanation of our service provision where service standards have been tagged amber or red.

General enquiries	Cases	Achieved	Status
Within 5 working days we will EITHER send a final response; OR send a holding response, stating that we will provide a response within 15 working days of receipt of the initial enquiry.	2737	100%	Green

NROSH+ queries	Cases	Achieved	Status
Resolve all queries within 5 working days; if we are unable to resolve the query within this timeframe we will contact the enquirer within 1 working day to inform them.	1797	100%	Green

Consumer standards referrals – stage 1	Cases	Achieved	Status
Within 5 working days we will EITHER send a final response, where no potential breach of standards is evident OR send a holding response, stating that we will provide a response within 15 working days of receipt of the initial referral (Stage 2).	313	100%	Green

Consumer standards referrals – stage 2	Cases	Achieved	Status
Within 15 working days of the initial referral we will EITHER send a final response, where there is no breach of standard or where there is a breach of the standards but there is no serious detriment (Stage 2 closed) OR send a notification letter that we will be conducting further investigations, requiring up to a further 20 working days (Stage 3).	70	73%	Amber

Some of the consumer standard referrals considered at Consumer Regulation Panel are complex and may also relate to other business processes within the regulator. Before we decide to investigate a case, we might carry out detailed initial enquiries, for example to seek further information from the complainant, or we might need to liaise with other operational teams to finalise a response. On occasions, this may take longer than the 15 working day target but we always seek to keep complainants updated as we consider their referral.

Consumer standards referrals – stage 3 (formerly stage 2 investigation)	Cases	Achieved	Status
Within 20 working days of the notification letter (and 35 working days of receipt of the initial referral) we will provide a substantive response to the complaint OR, in complex cases, we will issue a further holding response advising what the status of the complaint is.	48	92%	Green

Economic standards referrals	Cases	Achieved	Status
Within 5 working days we will EITHER send a final response; OR send a holding response indicating that we will respond within 20 working days from receipt of the initial investigation request. Within 20 working days from receipt of the investigation request we will send a substantive response based on the outcome of the decision, EITHER: Notification of no further action to be taken; OR Notification that there will be further investigations; OR Notification that the request will be escalated through our reactive engagement process.	126	94%	Green

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Any enquiries regarding this publication should be sent via [email protected] or call 0300 124 5225 or write to:

Regulator of Social Housing
Level 2
7-8 Wellington Place
Leeds LS1 4AP

RSH regulates private registered providers of social housing to promote a viable, efficient and well-governed social housing sector able to deliver homes that meet a range of needs.