Stakeholder Survey Results 2021-2022 Insights

Stakeholder survey results 2021-2022 July 2022

Introduction The Regulator of Social Housing has carried out a stakeholder survey, with fieldwork completed in March and April 2022. We have sought the views of registered providers and other stakeholders on a range of issues. Our last stakeholder survey was published in 2020. Due to the coronavirus pandemic, we did not conduct a survey in 2021. In 2022 we changed the methodology we use in our survey to better reflect best practice. This included the addition of neutral or don t know options for questions with choice scales. As a result of these changes to the methodology, it is not possible to make direct comparisons between these data and those received in previous years. We will use the results to inform our performance monitoring continuous development of our operational approach our corporate planning Regulator of Social Housing May 2022 2

Key findings The number of responses was slightly higher than in 2020, but the types of organisations responding were broadly similar, with the majority being registered providers (RPs). We have seen a significant increase in the number of tenants responding compared to 2020. The results remain positive, with at least 80% of respondents agreeing that: The regulatory framework and our approach to regulation are consistent with our objectives on economic regulation. They are aware of the regulator s proposed high-level approach to implementing the regulatory changes outlined in the Social Housing White Paper. Our approach to regulation is risk-based and assurance-based. The regulator meets its objectives to be proportionate and minimise interference. They are clear about any information and / or evidence that they are asked to provide by the regulator. Our regulatory staff are knowledgeable about the nature and complexity of the sector. Regulator of Social Housing May 2022 3

Key findings 79% of respondents agreed that: The regulator s risk-based and assurance-based approach is reflected in their experience of being a regulated RP or how they understand RPs are regulated. The regulator s approach is co-regulatory. The regulator takes action where possible to ensure that confidence in the sector is maintained, and access to finance on competitive terms continues. 78% of respondents found RSH publications very or somewhat useful. 77% agreed that the regulatory framework and our approach to regulation are consistent with our current objectives on consumer regulation. 76% said they were very or somewhat confident that the regulator will deliver the regulatory changes outlined in the Social Housing White Paper. 71% agreed that the regulator takes appropriate action in line with its current remit in response to referrals where the regulator finds consumer standards have been breached and tenants, or potential tenants, have been at significant risk of serious detriment. Direct contact by letter or email remains by far the communication method preferred by stakeholders, with the website second and stakeholder events third. Regulator of Social Housing May 2022 4

Responses 409 stakeholders completed the survey, 43 more than in 2020. 330 (81%) of respondents were registered providers, including local authority registered providers, compared to 92% in 2020. 32 individual tenants completed the survey. Other stakeholders who responded include: lenders, investors, or credit rating agencies, government departments, individual tenants, tenant organisations, and trade bodies. Proportion of respondents by stakeholder group Which of these stakeholder groups best describes your organisation? Large Private Registered Provider Proportion of responses Responses Large Private Registered Provider Small Private Registered Provider Local Authority Registered Provider Lender, investor or credit rating agency Government department 160 39% Small Private Registered Provider 142 35% Local Authority Registered Provider Lender, investor or credit rating agency Government department 28 7% 14 3% Individual tenant 13 3% Individual tenant 32 8% Tenant organisation Tenant organisation 12 3% Trade body Trade body 4 1% Other 4 1% Other Regulator of Social Housing May 2022 5

Profile of registered provider respondents Of the registered providers that responded, 160 were large private registered providers (PRPs) (>1,000 units), and 142 were small PRPs (<1,000 units). 28 responses were from local authority registered providers (LARPs). This is similar to 2020 when 25 responses were received from local authority registered providers. For the first time, we have separated out LA registered provider results in our analysis. 72% of provider respondents classified themselves as housing associations. 12 for-profit providers responded (13 in 2020), 4% of the total number of respondents. How many units does your provider own? 160 142 140 120 91 100 80 60 37 40 28 20 12 20 0 <1,000 units 1,000 - 9,999 units 10,000 - 29,999 units 30,000 - 49,999 units 50,000+ units Local authority Regulator of Social Housing May 2022 6

Section 1 Regulatory Framework Question 4 Question 4: To what extent do you agree that: 60% 56% 55% 54% 53% 53% 50% the regulator s approach is co- regulatory a 40% the regulator meets its objectives to be proportionate and minimise interference 28% 30% 27% 26% 25% b 21% 18% 20% 16% 16% 16% 14% the regulatory framework and our approach to regulation are consistent with our objectives on economic regulation the regulatory framework and our approach to regulation are consistent with our current objectives on consumer regulation 10% c 4% 4% 4% 4% 2% 1% 1% 1% 1% 0% 0% a b c d Overall Strongly agree Agree Neutral Disagree Strongly disagree d Overall, 79% of respondents agreed with these statements, with only 5% disagreeing. Regulator of Social Housing May 2022 7

Section 2 Delivery and Practice Question 5 Questions 5: To what extent do you agree that: 60% 55% 53% 51% 50% our approach to regulation is risk-based and assurance- based? this approach is reflected in your experience of being a regulated RP or how you understand RPs are regulated? Overall, 82% of respondents agreed with these statements a. 40% 29% 29% 28% 30% 17% 20% 15% 13% b. 10% 2% 2% 2% 1% 1% 1% 0% a b Overall Strongly agree Agree Neutral Disagree Strongly disagree Question 5 by stakeholder group 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Small PRP 20% 56% 21% 2% 1% Large PRP 44% 46% 6% 2% 2% LARP 11% 77% 13% Other 19% 54% 23% 4% 1% Strongly agree Agree Neutral Disagree Strongly disagree Regulator of Social Housing May 2022 8

Section 2 Delivery and Practice Overall, 81% of respondents were very or somewhat clear about the information or evidence requested and only 8% stated it was not clear. This includes responses received from other stakeholders who may not receive regular requests for information. This is reflected in the large (29%) neutral response from other stakeholders. Question 7 How clear are you about any information and/or evidence you are asked to provide by the Regulator of Social Housing and why? Question 7 by stakeholder group 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Small PRP 46% 32% 11% 8% 1% Large PRP 63% 29% 4% 1% 3% LARP 32% 54% 11% 4% Other 25% 34% 29% 12% 1% Overall 48% 33% 12% 6% 2% Very clear Somewhat clear Neutral Not very clear Not clear at all Regulator of Social Housing May 2022 9

Section 2 Delivery and Practice 81% of respondents agreed that the regulator s staff are knowledgeable about the complexity of the sector. This is up slightly from 79% in 2020 (where the response scale was the same). Question 8 From engaging with our regulatory staff, how knowledgeable are they about the nature and complexity of the sector? This includes responses received from other stakeholders who may not have regular interaction with the regulator's staff. This is reflected in the large (29%) neutral response from other stakeholders. Question 8 by stakeholder group 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Small PRP 42% 32% 16% 10% Large PRP 59% 31% 3% 6% LARP 57% 30% 13% Other 38% 29% 29% 3% Overall 50% 31% 13% 7% Very knowledgeable Somewhat knowledgeable Neutral Requires improvement Regulator of Social Housing May 2022 10

Section 3 The regulator 78% found RSH publications very or somewhat useful and only 5% found them not useful. Question 10: Please indicate how useful you find the following publications: The Codes of Practice were the most useful (90% very or somewhat useful, of which 53% was very useful). Very useful Somewhat useful Neutral Not very useful Not useful at all 70% 60% 50% 40% 30% 20% 10% 0% Annual Report Codes of Practice Consumer Regulation Review 84% Fees Global Accounts Quarterly Survey Regulating the Standards Regulatory judgements / notices 84% Sector Risk Profile Statistical Data Return Value for Money Reports 78% Statement Very or somewhat useful 72% 90% 54% 66% 75% 89% 84% 78% Regulator of Social Housing May 2022 11

Section 3 The regulator Very or somewhat useful Annual Report Codes of Practice Consumer Regulation Review Fees Statement Global Accounts Quarterly Survey Regulating the Standards Regulatory judgements / notices Sector Risk Profile Statistical Data Return Value for money reports Responses differed between stakeholder types, as would be expected given the different focus of stakeholders: Large PRP Small PRP LARP Other 74% 65% 75% 79% 97% of large PRPs found the Sector Risk Profile very or somewhat useful with 89% finding it very useful. Regulating the Standards (96%) and the Codes of Practice (94%) were also reported as somewhat or very useful by large PRPs. 94% 86% 96% 88% 92% 75% 86% 82% 86% of small PRPs found the Codes of Practice very or somewhat useful. 53% 60% 35% 54% 96% of LARPs found the Codes of Practice very or somewhat useful. 88% 52% 24% 60% Only 35% of LARPs found the fees statement useful and 24% found the global accounts useful. These publications are predominantly about PRPs. A majority of LARPs were neutral about these publications (fees statement: 62%, global accounts: 72%). 89% 61% 63% 76% 96% 84% 93% 82% Other stakeholders found the Codes of Practice (88%) and Regulatory judgements / notices (86%) most useful, but found the more financial and technical documents less useful. In each case there were more other respondents reporting a neutral response rather than finding them not useful. For example, 40% of other respondents were neutral on the fees statement compared to just 5% who found it not useful. 90% 74% 92% 86% 97% 72% 73% 82% 83% 71% 89% 77% 87% 69% 78% 75% Overall Regulator of Social Housing 86% 70% 74% 77% May 2022 12

Section 3 The regulator Question 11 responses 48% Question 11 50% 45% To what extent do you agree or disagree that the regulator takes action where possible to ensure that confidence in the sector is maintained, and access to finance on competitive terms continues? 40% 35% 31% 30% 25% 17% 20% 15% 10% 3% 5% 1% 0% Strongly agree Agree Neutral Disagree Strongly disagree Overall, 79% of stakeholders agreed with this statement and only 9% disagreed. Question 11 by stakeholder group 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Five stakeholders (1%) strongly disagreed with this statement. Small PRP 23% 50% 23% 3% 1% Large PRP 39% 46% 11% 2% 1% LARP 11% 61% 25% 4% Other 34% 43% 14% 6% 3% Strongly agree Agree Neutral Disagree Strongly disagree Regulator of Social Housing May 2022 13

Section 3 The regulator Question 12 by stakeholder group Question 12 99% 100% 93% 90% Are you aware of the regulator s proposed high- level approach to implementing the regulatory changes outlined in the Social Housing White Paper: The Charter for Social Housing Residents, which we set out in Our Principles and Approach?* 81% 80% 70% 70% 64% 60% 50% 40% 30% 22% 18% 14% 20% 13% 11% 8% 10% 4% 4% 1% 0% 0% Small PRP Large PRP LARP Other Overall Yes Not sure No Overall, 81% said that they are aware of the regulator s proposed approach to implementing the regulatory changes outlined in the Social Housing White Paper. Regulator of Social Housing May 2022 14

Section 3 The regulator Question 13 Overall, 76% of responders were very or somewhat confident that the regulator will deliver on the regulatory changes. Seven (2%) responders were not at all confident. How confident are you that the regulator will deliver the regulatory changes outlined in the Social Housing White Paper? Question 13 by stakeholder group 79% 80% 70% 60% 54% 48% 50% 40% 39% 40% 33% 32% 29% 28% 30% 23% 16% 15% 20% 14% 14% 8% 7% 6% 6% 10% 3% 2% 1% 1% 0% 0% 0% 0% Small PRP Large PRP LARP Other Overall Very confident Somewhat confident Neutral Not very confident Not at all confident Regulator of Social Housing May 2022 15

Section 3 The regulator Question 14 Question 14 responses To what extent do you agree or disagree that the regulator takes appropriate action in line with its current remit in response to referrals where the regulator finds consumer standards have been breached and tenants, or potential tenants, have been at significant risk of serious detriment? 50% 45% 40% 30% 25% 21% 20% 7% 10% 1% 0% Overall, 71% of stakeholders agreed with this statement. Strongly agree Agree Neutral Disagree Strongly disagree Question 14 by stakeholder group 80% 75% 70% 60% 47% 50% 43% 37% 36% 40% 32% 30% 30% 22% 18% 20% 14% 11% 10% 8% 7% 10% 4% 4% 3% 1% 0% 0% 0% Small PRP Large PRP LARP Other Strongly agree Agree Neutral Disagree Strongly disagree Regulator of Social Housing May 2022 16

Section 3 The regulator Question 15: Direct contact by letter or e-mail remains the communication method preferred by stakeholders (93% very or somewhat helpful). Very or somewhat helpful Which of the following do you find helpful in getting information about the requirements of our standards, publications and any other news? Letter / email 93% Website information / alert 77% Views were more mixed on social media, with only 35% finding Twitter or LinkedIn very or somewhat helpful and 6% finding this method of communication unhelpful. Twitter/ LinkedIn 35% Stakeholder event 73% Trade press article / column 65% Question 15 responses 67% 70% 60% 46% 50% 40% 39% 37% 35% 40% 33% 26% 26% 25% 30% 23% 22% 19% 16% 20% 9% 7% 6% 6% 5% 10% 4% 2% 1% 1% 1% 0% 0% Letter / email Website information / alert Twitter / LinkedIn post Stakeholder event Trade press article / column Very helpful Somewhat helpful Neutral Not very helpful Unhelpful Regulator of Social Housing May 2022 17

Regulator of Social Housing 0300 124 5225 enquiries@rsh.gov.uk www.gov.uk/rsh twitter.com/rshengland www.linkedin.com/company/regulator-of-social-housing The Regulator of Social Housing regulates 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. Regulator of Social Housing May 2022 18