Young people with lived experience of homelessness aren’t just receiving our support, they play a vital role in shaping it.
“From the moment I stepped into Depaul’s office, I felt valued”
That was Jack, a young man who once sought refuge in our supported accommodation after a family breakdown, now speaking in the House of Commons in front of a packed room of influential supporters. He told guests at the event in December last year that he’d arrived like “a broken jigsaw puzzle” but credited our staff with “putting him back together again”. And now he wants to help others in the same situation.
Jack from the North East is one of twelve Client Reps, all bursting with energy, ideas and a desire to use their lived experience to improve how we work – so that the decisions we make as an organisation and the services we deliver are truly informed by those who live them – meeting their needs and reducing the likelihood of homelessness reoccurring in the future.
While the Client Rep role is a relatively new concept – now in its second year – our Client Involvement Programme has been central to our organisational strategy since 2021. That’s when we strategically recognised that our work could be more meaningful and effective by genuinely and authentically consulting with those with lived experience. Today, that work is so much more than consultation.
Through our Client Rep roles, the voices of our young people are heard, listened to, and used to guide the big decisions we make: “Young people are the experts in their own lives”, says Mia Greenwood, our Client Involvement Coordinator.
“Their insight helps us make better decisions, deliver more effective support, and push for wider change.”
Reps like Jack take their role incredibly seriously – from co-leading workshops with our senior leadership team to helping design our annual client retreat or simply supporting his peers, Jack’s role is more than just his voice; it’s a meaningful contribution to change the way we work for the better.
There are eleven other reps just like Jack – some have joined interview panels for staff and trustee roles or taken part in board and committee meetings. Others have helped design research to identify gaps in our services, shape our internal policies, or contribute to national government consultations on the issues that affect them. Collectively, they are changing the way we think and the things we do.
When Sophie, who experienced abuse and neglect in her childhood, became a Client Rep and started working in the Education Team – delivering workshops in schools to teach children about the issues that lead to homelessness – it gave her a new sense of purpose and confidence and the chance to use her lived experience to help others: “It showed me I didn’t need to be ‘fixed’ to make a difference” she said. “I could still be vulnerable and useful. And that meant something.”
“It’s easy for professionals in this sector to assume they’re the experts,” says Mia. “But unless you’re a lived experience worker, especially one who has been through our services, you can’t truly say what it feels like to be a young person experiencing homelessness, or whether a policy reflects their needs, or if a new app will genuinely work for them.”
The benefits of the Client Rep Programme extend far beyond delivering services and organisational improvements. In return for their dedication, support, and invaluable insight, our reps receive the highest standard of training and support. Mia works closely with each of them to ensure the tasks they take on reflect their interests and provide exciting opportunities for growth, such as taking part in Outward Bound. The role helps them develop skills and build resilience for the future.
Importantly, the reps also spend time identifying the parts of their personal stories that should remain private and the parts they are willing to share with others. For Sophie in the Education Team, sharing her story with young students so that they understand the issues and know how to seek help is a fundamental part of her Client Rep experience:
“To be part of something that could prevent homelessness happening to people of this age makes me feel really good” she says proudly.
“The role also helps young people build confidence and learn how to communicate their ideas in a way that really makes an impact,” Mia stresses.
“The biggest change often comes when they realise their experiences are their strength. It allows them to take ownership of their journey and gives them the tools to own their stories and use their voices to help shape what comes next.”
The Voice, for example, is a monthly meeting, once run by staff to engage young people in our services and encourage their contribution, but now fully owned and delivered by Client Reps who set the agenda, chair, and minute it. Most of the topics raised come directly from the young people in our services. And every few months, a staff ‘guest’ will join to update the group on how their feedback has created change.
Mia finishes by saying: “We are incredibly proud of the Client Rep programme and the impact it is having across the organisation, but there’s still more to do. We want to provide more opportunities to align with young people’s interests and set up clearer processes to connect voluntary involvement with paid placements.
“We’re excited about the future, but we couldn’t be prouder of Jack and Sophie and all of the other client reps who work with such energy, enthusiasm, and passion to make life better for young people experiencing homelessness.”
Our Client Involvement Programme was made possible thanks to funding from the players of the People’s Postcode Lottery. Thanks to their long-term partnership, we have fundamentally shifted how we collaborate with young people with lived experience to improve our services.