Guidance

Service standards performance data 2021-22

Published 9 November 2022

Applies to England

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 via 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 2021 to March 2022.

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 2021/22 financial year is set out below. The table includes data for 2020/21 for comparison purposes. We carry out a robust assessment of referrals that are sent to us, and aim to do that promptly. 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	2020-21
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.	2,072	100%	Green	100%

NROSH+ enquiries	Cases	Achieved	Status	2020-21
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.	1,392	100%	Green	100%

Consumer standard referrals stage 1	Cases	Achieved	Status	2020-21
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).	350	99%	Green	99%

Consumer standard referrals stage 2	Cases	Achieved	Status	2020-21
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).	63	71%	Amber	86%

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; through this work, we have engaged with a wide range of stakeholders during the course of the year. We might also need to liaise with other operational teams to finalise a response. On these occasions, it is challenging to meet the 15 working day target but we always seek to keep complainants updated as we consider their referral thoroughly.

Consumer standard referrals stage 3	Cases	Achieved	Status	2020-21
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.	44	87%	Green	88%

Economic standard referrals	Cases	Achieved	Status	2020-21
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.	103	80%	Amber	85%

Some of the economic standard referrals that we receive are complex and may be linked to more than one of the standards that we regulate against (including the consumer standards). They also may 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 a range of other stakeholders. In most cases we will need to liaise with other operational teams to finalise a response, using existing sources of regulatory intelligence that we hold on the provider the enquiry relates to. On these occasions, it is challenging to meet the 20 working day target but we always seek to keep complainants updated as we consider their referral thoroughly.

Consumer Standard referrals

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.