The performance framework was developed to evaluate our performance and measure success against our organisational and strategic objectives, including to:
- ensure we support compliance activities through clear and effective communication and guidance to registered agencies and other stakeholders
- maximise our effectiveness and efficiency by continuously improving internal capability, regulatory practices and systems
- adopt a risk-based and proportionate approach to compliance activities
- understand the impact of our activities on registered agencies, supported by a strong awareness of the operating environment and organisations that we regulate
- contribute to the ongoing improvement of the regulatory framework
- maximise the value generated from the data we collect by disseminating it to the public, registered agencies and other stakeholders to inform decisions and generate insights.
With these objectives in mind, the Housing Registrar developed the following KPIs:
- Compliance, monitoring and enforcement activities are undertaken in a coordinated, streamlined and timely manner.
- Communications and engagement with registered agencies and other stakeholders are outcomes-driven, clear and timely.
- Regulatory and compliance risks are identified, closely monitored and proactively mitigated proportionate to the risks being managed.
- The regulator contributes to continuous improvement of the regulatory framework
- The regulator promotes transparency in the regulatory system and the sector
- The regulator does not unnecessarily impede the efficient operation of registered agencies.
To assess our performance against these KPIs, we have considered the range of activities undertaken in 2021–22 and mapped these against each KPI. These activities are presented in this report against each of our three strategic priorities. Our assessment is supported by a mix of quantitative and qualitative evidence from a range of sources and includes:
- results from feedback mechanisms (including the annual sector survey results)
- data that measures the timeliness and responsiveness of the Housing Registrar
- records of stakeholder engagement
- records of published guidance that assists registered agencies to comply with regulation
- internal records of performance metrics associated with KPIs.
Evaluation of evidence and self-assessment
We have considered our performance against each KPI through the monitoring of progress against each strategic priority using the following scale.
- Met: Performance met the targets.
- Somewhat met: Performance generally met the targets with some room for improvement.
- Not met: Targets not met, significant areas for improvement identified.
The Housing Registrar’s performance in 2021–22
The Housing Registrar has been assessed as having met five KPIs and ‘somewhat met’ one KPI.
|Key performance indicator||KPI assessment|
|1. Compliance, monitoring and enforcement activities are undertaken in a coordinated, streamlined and timely manner.||Somewhat met|
|2. Communications and engagement with registered agencies and other stakeholders are outcomes-driven, clear and timely.||Met|
|3. Regulatory and compliance risks are identified, closely monitored and proactively mitigated proportionate to the risks being managed.||Met|
|4. The regulator contributes to continuous improvement of the regulatory framework.||Met|
|5. The regulator promotes transparency in the regulatory system and the sector.||Met|
|6. The regulator does not unnecessarily impede the efficient operation of registered agencies.||Met|
Assessing our performance for continuous improvement
Overall, our self-assessment in 2021–22 is that we performed satisfactorily with some identified areas for improvement. We met five KPIs and ‘somewhat met’ one KPI (KPI 1) – compliance, monitoring and enforcement activities are conducted in a timely manner. The result for KPI 1 was due to the timeliness of annual compliance assessments and some of the associated public reporting. Although there was a significant improvement in timeliness from the previous year, feedback from registered agencies indicates that timeliness, particularly for communication of assessment outcomes, could be further improved. This contributed to the assessment against of ‘somewhat met’ for KPI 1.
The Corporate Plan 2022–24 identifies actions to improve the timeliness of communicating compliance outcomes to registered agencies and reporting this information publicly. This includes further streamlining our internal processes for annual compliance assessments to ensure best use of resources, and reviewing and improving our data capture and reporting systems. We will be monitoring progress against these actions throughout 2022–23.
The following section of the report contains a summary of the Housing Registrar’s progress, including key deliverables, against its three priority areas for the 2021–22 financial year.