Client Involvement

Young people’s voices are at the heart of what we do

We believe young people with lived experience of homelessness must be part of shaping the solutions. Client involvement isn’t an add-on – it’s embedded across our work, from designing and delivering services to influencing decisions and shaping national policy.

We don’t just support young people; we work alongside them. They are the experts in their own lives, and their insight helps us make better decisions, deliver more effective support and push for wider change.

How we do it

Client involvement takes many forms at Depaul UK – from hiring decisions to service delivery.

Each year, we recruit a team of ‘Client Reps’ from across the country to take on a formal role. Following intensive training, reps spend a year influencing services and shaping strategy while building their skills and confidence. Here are just some of the ways client reps are shaping our work:

• Influencing services: Through our fortnightly “Voice of Depaul” forum, client reps and other young people share ideas and help shape how services are run. At our annual three-day Peer Fest, they collaborate with staff on everything from service design to organisational culture.
• Delivering services: Client reps co-produce resources and co-deliver services like money management workshops and training for education professionals, sharing their insights and building practical skills along the way.
• Recruitment: Client reps regularly join interview panels for staff and trustee roles, ensuring lived experience informs our hiring decisions.
• Strategic influence: Client reps are invited to attend quarterly board meetings to share their views directly with senior leaders and trustees. Their input has helped improve how we gather feedback and led to the creation of a new digital client portal.
• Awareness and advocacy: Client reps and other young people share their stories at events, webinars and donor receptions. They also participate in campaigns during key moments like Pride Month and Black History Month.
• Research and evaluation: Client reps take active roles in our research and evaluation processes. This might include conducting peer interviews or facilitating group feedback sessions.
• Shaping policy: Client reps amplify young people’s experiences to influence wider change, from engaging MPs to encouraging participation in the campaign to include a chapter on Youth Homelessness in the Government’s Homelessness Strategy.

Meet some of our client reps

Last year, we skilled and intensively trained 10 young people as Client Representatives so they could help shape our services and inform our direction.

When young people are meaningfully involved in the organisation, everyone benefits. We learn what works, what doesn’t and what needs to change – directly from the people who use our support. At the same time, they gain new skills, confidence and a platform to influence lasting change.