Experience behind Consult Services
A growing consultancy, built on more than 30 years of housing-sector experience.
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Consult Services brings together experience spanning housing operations, regulation, governance, complaints, resident engagement, organisational improvement and contractor delivery.
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Founder Kathryn Eyre has worked at operational, senior leadership, executive and non-executive level, bringing different perspectives on what makes services work well for residents and organisations. More recently, her consultancy work has extended that experience into contractor and supply-chain delivery, helping connect regulatory expectations, resident experience and frontline behaviours.
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The experience below was gained through Kathryn’s previous employment, current non-executive role and work undertaken as an Associate Consultant. It provides the expertise and insight that now underpins Consult Services.
Housing Ombudsman Service
Regulation, complaints, resident voice and sector learning
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As Director of Quality, Engagement & Development at the Housing Ombudsman Service, Kathryn held executive responsibility across areas including organisational quality, resident engagement, service complaints, systemic and thematic investigations, internal and external communications, policy and public affairs.
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Her work included developing approaches that turned complaints and resident experience into wider organisational and sector learning. She led development of the systemic investigation framework and thematic reporting, developed customer insight and feedback loops, and worked strategically with government, the Regulator of Social Housing, other Ombudsman bodies and sector organisations.
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Kathryn also led the development of the Centre for Learning, a CPD-accredited learning platform for social housing landlords which reached around 10,000 members within two years and received the Ombudsman Association’s 2025 Impact and Innovation Award.
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Following the Complaint Handling Code gaining statutory footing, she established the Duty to Monitor team and developed the approach to assessing landlord compliance across submission, policy and practice. Her remit also included the Housing Ombudsman’s own self-assessment against the Code.
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Experience gained:
Complaint handling • Consumer regulation • Organisational learning • Resident voice • Regulatory assurance • Quality and continuous improvement • Systemic and thematic investigation • Customer insight • Speaking and sector learning
emh group
Resident engagement, service improvement and organisational transformation
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Kathryn’s extensive career with emh included senior responsibility for complaints, quality, performance, customer standards, resident engagement and regulatory compliance across housing services. Her experience covered general needs and supported housing, leasehold, shared ownership, maintenance and care and support services.
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She led the development and implementation of emh’s Resident Engagement and Co-regulation strategies, achieving an increase of more than 300% in active resident engagement within the first year. She also developed ways of bringing resident experience directly into governance, including verbatim resident feedback, Board/resident interaction and Board Member involvement in complaint resolution.
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Her organisational improvement work included leading and supporting accreditation and continuous improvement programmes. During this period emh achieved Investors in People Gold three years ahead of the target in its five-year business plan, alongside Customer Service Excellence and Business Excellence accreditation.
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Kathryn also supported acquisitions and recovery activity, including work with organisations experiencing regulatory intervention. In one case involving a BME housing association in special measures, supporting changes to resident engagement, performance reporting, Board reporting and communications. The organisation was removed from special measures within 12 months.
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Experience gained:
Resident engagement • Complaints • Performance and assurance • Regulatory compliance • Service standards • Organisational development • Accreditation • Policy and strategy • Recovery and improvement • Board reporting
EEM (Efficiency East Midlands)
Non-executive governance, risk and commercial assurance
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Kathryn currently serves as a Board Member with EEM (Efficiency East Midlands), bringing her housing and resident perspective into a public procurement environment.
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Her Board contribution includes strategic oversight and constructive challenge across governance, organisational performance, risk, financial stewardship, supplier performance and value for money.
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She has contributed to developing a stronger approach to corporate risk and assurance, covering areas such as inherent and residual risk, risk appetite, early-warning indicators, controls and assurance. Her work has also included reviewing and rewriting EEM’s High Risk Contractor Policy and scrutinising contractor and supplier risk, performance and controls.
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Kathryn also advocates for resident and customer experience to remain visible in commercial and contractor decision-making, connecting procurement governance with the experience ultimately delivered to residents.
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Experience gained:
Board governance • Non-executive challenge • Strategic risk • Contractor assurance • Procurement • Financial and commercial oversight • Value for money • Customer and resident perspective
Associate consultancy work with tpas (Tenant Participation Advisory Service)
Taking resident experience into contractor and frontline delivery
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More recently, Kathryn’s work as an Associate Consultant with tpas has extended her experience into the contractor and supply-chain environment, with a focus on resident engagement, consumer regulation, complaints and customer experience.
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Her work has included contractor accreditation activity combining documentary evidence with staff, client and resident perspectives to understand what happens in practice. This has included examining feedback loops, subcontractor oversight, escalation of themes and whether resident feedback influences service delivery.
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Kathryn has also led development work for tpas’s commercial contractor training offer, translating housing regulation, complaints, resident voice and customer-experience expectations into practical learning relevant to contractors, DLOs and supply-chain partners.
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Her recent assignments have included accreditation work involving AXIS and the development and delivery of contractor-focused learning for Cardo covering areas including stigma, vulnerability, empathy, reasonable adjustments, social housing regulation and complaints. She has also developed training propositions relating to Lovell.
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Experience gained:
Contractor accreditation • Training and facilitation • Resident experience • Social housing stigma • Vulnerability and reasonable adjustments • Complaints • Consumer regulation • Customer experience • Organisational learning
Bringing it all together!
Experience from every perspective
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What makes Consult Services different is the breadth of experience behind it.
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Kathryn has seen the sector through the lens of a housing provider, regulator and Ombudsman, Board Member and consultant, with experience extending from frontline housing services through to executive and Board-level decision-making.
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Additional expertise when you need it
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Not every challenge fits neatly into one area of expertise. Where needed, Consult Services can draw on trusted independent associates with complementary skills and sector experience, creating a bespoke team around the needs of your organisation. You get the flexibility and specialist expertise of a wider network, with a clear and consistent approach throughout the commission.
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That breadth of perspective shapes the Consult Services approach: listen carefully, look beyond the process, follow the evidence and turn insight into practical improvement.
Feedback
"Kathryn is a great speaker/trainer - very interesting workshop - scrutiny impact ladder will be very useful."
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Resident
Tpas National Tenants Scrutiny Conference October 2026
Workshop - Creating a culture where scrutiny can succeed
"Tenants were listened to and able to ask questions - well presented without jargon."
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Resident
Tpas National Tenants Scrutiny Conference October 2026
Workshop - Creating a culture where scrutiny can succeed
"Knowledgeable speaker, well presented and fantastic discussion."
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Resident
Tpas National Tenants Scrutiny Conference October 2026
Workshop - Creating a culture where scrutiny can succeed
"Special shout out to you Kathryn for your solid support and commitment to the vision and for getting our Customer Strategy rolling!"
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"... We have had an amazing couple of weeks! I can't thank Kathryn Eyre enough. She's worked so collaboratively with me to ensure that the training package for Cardo was one that really fit the bill..."
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Victoria Bolton - Head of Customer Experience - Cardo
Tpas - working with Cardo on their Customer Experience Strategy launch. October/November 2026Â
"Such a privilege to have you delivering this Kathryn Eyre. Thank you so much for all your support with this. There's been lots of positive conversations following your sessions."
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Clare Oakes - Regional Customer Experience Manager - Cardo
Tpas - working with Cardo on their Customer Experience Strategy launch. October/November 2026Â