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CT Honest Conversations: Consumer Standards in Practice Series
Our latest podcast series explores the consumer standards inspection process
REGULATION
Catherine Little
Director, Campbell Tickell
Catherine Little
Director, Campbell Tickell
Issue 78 | June 2025
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
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
Part 2: A C1 graded housing association’s perspective
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
Consumer standards seminar
In April Campbell Tickell delivered a seminar which looked at social housing consumer standards, one year on. Our panel discussed the practical lessons and insights gained from recent inspections, a year on from the updated social housing consumer regulation in England.
We explored:
- The view from the regulator
- Patterns emerging and key lessons
- What to expect from inspection
- Top tips for preparing this year
A recording of the webinar and breakout rooms can be viewed here:
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
- Puneet Rajput, Director of Governance and Regulation, Southern Housing
- Stephen Flounders, Executive Director Regulatory and Business Services, Gentoo Group
The session was chaired by Campbell Tickell Directors, Catherine Little, Ceri Victory-Rowe, and Jon Slade.
