Service standards performance data 2020-21
Published 8 July 2021
Applies to England
© Crown copyright 2021
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Introduction
We provide a range of statutory processes 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:
- Statutory register and notifications
- Current list of registered providers
- Information required of RPs - including NROSH+
- Registration/de-registration
- Regulatory framework requirements
- Regulatory judgements and notices
Queries about this data
The performance data published here relates to the period from April 2020 to March 2021.
Any queries about this data should be referred to the Regulator of Social Housing at: [email protected] or 0300 124 5225.
Performance data
Performance data against the regulator’s standards of service for the 2020-21 financial year is set out below. The table includes data for 2019-20 for comparison purposes. We have assigned ratings to our service standards on the following basis:
85% and over – Green
70% to 84% – Amber
Below 70% – Red
| General enquiries | Cases | Achieved | Status | 2019-20 |
|---|---|---|---|---|
| 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. |
1,984 | 100% | GREEN | 100% |
| NROSH+ | Cases | Achieved | Status | 2019-20 |
|---|---|---|---|---|
| Resolve all queries within 5 working days; if we are unable to resolve the query within this timeframe we will contact the enquirer to inform them. | 1,942 | 100% | GREEN | 100% |
| Consumer standard referrals stage 1 | Cases | Achieved | Status | 2019-20 |
|---|---|---|---|---|
| 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). |
352 | 99% | GREEN | 100% |
| Consumer standard referrals stage 2 | Cases | Achieved | Status | 2019-20 |
|---|---|---|---|---|
| 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). |
50 | 86% | GREEN | 78% |
| Consumer standard referrals stage 3 | Cases | Achieved | Status | 2019-20 |
|---|---|---|---|---|
| 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. | 42 | 88% | GREEN | 92% |
| Economic standard referrals | Cases | Achieved | Status | 2019-20 |
|---|---|---|---|---|
| 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. |
96 | 85% | GREEN | 87% |
Consumer Standard referrals
Our consumer regulation process comprises three stages:
- Stage 1:
The RRE team collates all referrals sent to the regulator. The team’s role is to determine whether the issues raised are within the regulator’s remit, and if there appears to have been a breach (or a risk of a breach) of the consumer standards. If so, the RRE team refers the case to the Consumer Regulation Panel.
- Stage 2:
The Consumer Regulation Panel analyses each case referred to it to determine whether there is evidence of a breach of the standards and, if so, whether there has been harm, or potential harm, to tenants. It considers two questions:
1.If the issues raised were true, is it likely that there has been, or could be, a breach of a consumer standard?
2.If the issues raised were true, would there be any impact on tenants which would cause serious actual harm or serious potential harm?
- Stage 3:
If the Consumer Regulation Panel lacks assurance of a registered provider’s compliance with the standards, or if there is a suggestion that tenants are at risk of serious harm, we will seek further information to allow us to make a decision.
© 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