CT Brief: Honest Conversations – A two-part mini-series – Consumer standards in practice
Our Consumer Standards in Practice series aims to share perspectives on the English consumer standards inspection process from both a local authority and a housing association. It explores the importance of governance and organisational culture during the process, while also highlighting lessons learned and offering practical tips for organisations preparing for inspection.
Part 1: Reflections from a C1 graded local authority (25 minutes)
In Part 1, we focus on the inspection process through the lens of a local authority. Catherine Little, Director at Campbell Tickell, sits down with Chris Twomey, Acting Chief Executive, and Alan Leicester, Director of Housing and Environment at West Lancashire Borough Council, to discuss their journey to achieving a C1 grading from the Regulator of Social Housing.
They explore:
- Achieving a C1 grading: a journey of progress
- Fostering a culture of respect and fairness
- Governance and oversight in housing services
- Lessons learned from the inspection process
Watch a brief clip from the podcast below.
Part 2: A C1 graded housing association’s perspective (16 minutes)
Part 2 of our series shifts focus to housing associations. Catherine speaks to Louise Bassett, Chief Executive Officer, and Stephen Flounders, Executive Director of Regulatory and Business Services, at Gentoo – one of the first housing associations to achieve a C1 grade while maintaining a G1 and V2 grading from the Regulator of Social Housing.
Together, they discuss:
- An introduction and overview of the inspection process
- The importance of governance in achieving a C1 grade
- Top tips for housing associations preparing for inspection
Watch clips from the podcast below.
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Find out more about Campbell Tickell’s consumer regulation support
To discuss any issues raised in this podcast or for a discussion about our consumer regulation support, please email one of our senior team leads:
- Catherine Little: catherine.little@campbelltickell.comÂ
- Ceri Victory-Rowe: ceri.victory-rowe@campbelltickell.com
- Jon Slade: jon.slade@campbelltickell.com
Call our office: +44(0)20 8830 6777
Find out more about our consumer regulation consultancy support.
Further resources
Webinar video: Social housing consumer standards – a year on (24 April 2025)
Campbell Tickell and guest speakers discuss the practical lessons and insights gained from recent inspections, a year on from the updated social housing consumer regulation in England. About Since April 2024, 68 grades have been issued to landlords based on the new consumer standards. It’s still relatively early days, but several patterns are emerging through the consumer regulatory judgements. In the seminar we explore:-
- The view from the regulator
- Patterns emerging and key lessons
- What to expect from inspection
- Top tips for preparing this year
Guest speakers:
- Kate Dodsworth, Chief of Regulatory Engagement, Regulator of Social Housing
- Dawn Dawson, Strategic Director – Housing, Nuneaton and Bedworth Council
- Nicola Botterill, Assistant Director – Social Housing & Community Safety, Nuneaton and Bedford Council
- Alan Leicester, Director of Housing and Environment, West Lancashire Council
- Stephen Flounders, Executive Director Regulatory and Business Services, Gentoo Group
- Puneet Rajput, Director of Governance and Regulation, Southern Housing
Campbell Tickell speakers: Sue Harvey, Catherine Little, Ceri Victory-Rowe, and Jon Slade.
Breakout room 1 -Housing Associations
