Case Study: Progress Cymru Counselling
A Small Charity’s Unprecedented 2‑Month Journey to Trusted Standard & IAQF Accreditation
Progress Cymru Counselling is a Welsh charity with over two decades of experience delivering specialist counselling and support services to the LGBTQ+ community across Wales. Formerly known as the LGBT+ Cymru Helpline, the organisation has evolved over time but has remained firmly rooted in its mission: providing free, accessible, and high‑quality emotional support to those who need it most.
In 2025, Progress Cymru Counselling achieved Trusted Standard Level 1 accreditation, alongside dual IAQF accreditation, in an unprecedented timeframe. With just five staff members and a small volunteer team, the organisation completed self‑assessment, external assessment, and full accreditation within a matter of weeks - an achievement that demonstrates both organisational maturity and a deep commitment to quality.
As Taylor Roberts, Strategic Growth Manager at Progress Cymru Counselling explains, the process was demanding but transformative:
“It was a really fulfilling process, and very much a recognition to the fact that as a small charity, we can still have that quality and standard.”
How they achieved the Standard within a remarkable timeframe
Progress Cymru’s motivation for pursuing Trusted Standard initially stemmed from funding requirements, particularly within Welsh Government frameworks.
“We initially started exploring it through looking at funding… we applied for a grant fund that had that as a kind of core criteria to the project then.”
Once committed, the organisation treated accreditation as a structured project. The self‑assessment, which is often the longest stage, was completed in just two weeks by breaking the framework into manageable pieces and focusing on practicality rather than perfection.
“We set some deadlines, we set some targets and it was just trying to make it as manageable as possible.”
Crucially, staff were involved early:
“We sat down with all the colleagues and just broke it down… it made it a bit more of a full team effort.”
Their experience with dual accreditation with IAQF
As a Welsh organisation, Progress Cymru chose to pursue dual accreditation with IAQF alongside Trusted Standard, recognising both the strategic value and the natural alignment between the two frameworks.
“I think it was looking at as it was a free addition to that service as well. It was nice to look at it from a dual comparison point. So we've got two recognitions, in a sense, saying here's the quality of our work.”
During the self‑assessment stage, the IAQF requirements integrated smoothly with Trusted Standard, following the same structure and evidence‑based approach.
“There was an additional set of questions and then it followed that similar structure then.”
The additional indicators - including Welsh language provision and governance oversight - reflected work Progress Cymru was already doing, rather than introducing new or unfamiliar expectations.
“There was Welsh language on there. There was also implementations looking at trustees and our board of directors and trustees there as well.”
Their experience from self‑assessment through to full accreditation
Progress Cymru’s journey through Trusted Standard began with an intensive self‑assessment phase - widely regarded as the most demanding part of the process - which the organisation completed in just two weeks.
“I think the self‑assessment process part for us was one of the biggest undertakings to Trusted Standard.”
Rather than tackling the framework sequentially, Taylor adopted a pragmatic and flexible approach, focusing on momentum and manageability.
“I jumped around to what questions were easier to answer… and then I kind of whipped around and went through those more complex questions.”
Key to this progress was breaking the assessment into achievable steps and treating it as a discrete project.
“We set some deadlines, we set some targets and it was just trying to make it as manageable as possible.”
Ahead of the external assessment, reassurance was key - particularly in dispelling the idea that staff would be “tested” on policy knowledge.
“They’re looking for a story… it’s how have you used that policy.”
While initial nerves were common, the external assessment quickly became a positive and affirming experience.
“I think we all really did enjoy that process with it… it was a really smooth process.”
The assessor’s feedback helped identify where strong practice simply needed to be documented more clearly, while also recognising areas of excellence.
“Our assessor highlighted the quality of care we have for staff.”
Reaching full accreditation was both a relief and a milestone moment.
“It was a really fulfilling process then… a recognition to the fact that as a small charity, that we can still have that quality and standard there.”
Challenges
The biggest challenge was not a lack of quality, but a lack of formal documentation, something common in small, fast‑moving organisations.
“As a smaller team, we’re doing a lot of different things without necessarily formalising and documenting some of that.”
The external assessment helped clearly identify where existing good practice simply needed to be captured more consistently - framing development as opportunity rather than criticism.
Strengths
Their assessment report highlights that Progress Cymru Counselling is a well‑run and well‑governed small organisation delivering significant impact with limited public funding, supported by an engaged and knowledgeable Board whose strong relationships with staff enhance governance.
The organisation’s strategic plan, The Heart of Progress, is exemplary, clearly articulating its work, ethos and ambition, and affirming that “Our strength lies in our people, a passionate, skilled, and diverse team dedicated to delivering affirming mental health support tailored to the LGBTQ+ community’s unique needs.”
Strong outcome‑based frameworks underpin delivery, while staff consistently report feeling deeply valued, with one noting that “being part of this every day is amazing.”
Advice for Other Organisations (and What Progress Cymru Counselling Would Do Differently Next Time)
Taylor’s advice to other charities - particularly small ones - is clear: treat accreditation as a project and break it down into manageable pieces.
“Really sit down and try and break down that self‑assessment stage… we treat it as a project in of itself then rather than an assessment.”
Engaging staff is equally important:
“No matter what organisation it is, it’s our staff who hold and protect those values and quality that we have.”
Looking back, Taylor notes that earlier documentation would have made the process smoother, and is something Progress Cymru will carry forward into future reassessments along with their ambition for Level 2.
Tangible Outcomes from Achieving the Standard
The benefits of accreditation became evident almost immediately. Trusted Standard alongside IAQF has strengthened Progress Cymru’s credibility with funders and partners.
“It’s coming quite in handy as well when it looks at funding applications… it’s got that nice stamp of approval.”
And the final report provided something unexpected but powerful:
“A really nicely written up outside perspective and lens of what we do as a charity… a real celebration in that document itself.”
Why Progress Cymru Recommend Trusted Standard
For Progress Cymru, Trusted Standard provided far more than accreditation - it offered reassurance, validation, and confidence.
“I think it’s very validating. We all believe we’re all doing great work and I think this is a really nice recognition of that.”
Taylor is clear that size should never be a barrier:
“No matter how big or small a charity organisation is… it’s definitely an accreditation standard worth going for.”
If you’re considering Trusted Standard, whether for funding, quality improvement, or organisational confidence, our team is here to help.
For Welsh organisations looking to meet IAQF requirements, Trusted Standard offers a clear advantage: the two assessments can be completed together for no extra cost, and as they share significant overlap, undertaking them in tandem adds very little additional time.
Get In Touch
Get in touch to book a one‑to‑one conversation with Jenny or Salma in our Business Development team, and explore how Trusted Standard can support your organisation.