Professional Standards Programme

Demonstrating skills, knowledge, and behaviours to support our customers 

Providing a high-quality service is about more than processes and procedures. It's about the people who deliver that service every day, bringing the right skills, knowledge, experience and behaviours to support our customers and communities.

McCarthy & Stone has introduced a business-wide programme designed to strengthen and demonstrate the professional standards that underpin the work we do across the business.

Meeting our regulatory requirements

We are a provider of the Older Persons Shared Ownership (OPSO) Scheme, which is classed as a form of social housing and as such is regulated by the Regulator of Social Housing (RSH). This requires us to adhere to certain regulatory obligations.

This programme forms part of our requirements for social housing professionals in the UK which will come into effect from October 2026. 

Showcasing what we do best

While the initiative has been developed in response to evolving regulations within the social housing sector, it is not about starting from scratch. Instead, it provides an opportunity to recognise, evidence and build upon the expertise, professionalism and customer focus that already exists across our organisation.

The programme helps us ensure that we continue to deliver services that customers can trust, whilst giving colleagues greater clarity around expectations, development opportunities and professional standards. It also reinforces our commitment to continually improving how we work and do the right thing for customers every day.

A key theme running throughout the programme is that competence and conduct go hand in hand. Technical expertise is essential, but so too are the behaviours that shape our interactions with customers, colleagues and partners. By strengthening both areas, we can continue to build confidence in the quality of our services and the way we deliver them.

The work focuses on four areas:

• Embedding a clear Group Code of Conduct across the business. (link to Code of Conduct PDF)
• Strengthening our approach to Learning & Development through a new Learning & Development policy.
• Ensuring colleagues in relevant roles in housing management complete appropriate professional qualifications and continuing professional development.
• Listening to customers and acting on feedback. One example of this is our Customer Forum.