By Siena Caridi-Ross, Consultant, 31ten Consulting

When we commission services, we talk about people constantly. We meet with stakeholders, gather opinions, design specifications, and engage suppliers. But if these services exist to support residents, why are residents so rarely part of the process? 

In this blog, written by 31ten’s Consultant Siena Caridi-Ross, we delve into this exact topic. In an era where ‘co-production’ and ‘participatory-design’ headline many strategic documents, Siena, asks, is this actually happening? and gives a real-world example of where resident involvement has made a strategic difference. 

Recommissioning homecare and reablement at London Borough of Haringey 

In our recent work with the London Borough of Haringey’s Adult Social Care commissioning team, I was involved with the recommissioning of their homecare and reablement service. My remit covered the financial modelling through to the service specification and market engagement.  

All of it brought valuable insights, but nothing came close to the impact of the resident engagement group. 

The council invited residents to apply, met with each one, and selected people based on how connected they were to the service. In the group, we explained what each homecare commissioning actually involves, then gave them space to talk, and we attentively listened. 

Residents spoke about things that commissioners might assume are standard practice, because they should be. Consistency in care workers, sharing care plans with clients, being spoken to in a language you understand, and importantly – being listened to. 

These weren’t unreasonable requests; they were basic. And the fact that residents felt the need to raise them at all says something. 

Using lived experiences to improve service delivery 

Senior leaders from London Borough of Haringey, Sara Sutton, Corporate Director of Adults, Housing and Health and Jo Baty, Director of Adult Social Care were involved in the project.

Sara says, “These lived experiences were used to adapt the service specification, mark ITT responses and craft KPIs, leaving a lasting impact on future of Haringey’s ASC commissioned programmes”. 

Jo Baty agrees with positive views on the resident engagement group, commenting, “No amount of stakeholder workshops or market analysis would have surfaced this. We see the real impact of resident voices across our commissioning work, through places like our Commissioning Co-Production Board and targeted work by groups like this Focus Group”.  

Real insight came from people who actually use the service, given a proper seat at the table early enough to make a difference. It demonstrates, quite clearly, that those who benefit from a service should have a voice in shaping it. 

Next steps: Integrating co-production into your commissioning framework 

Reflecting on this experience reinforces the necessity of properly integrating co-production and lived experience into your commissioning framework at every step.  

While it does take time, it is a relatively low-cost exercise that is essential if we are to commission future services which are fit for purpose.  

I look forward to continuing my work in this area, and to see genuine co-production become embedded as standard practice in commissioning, not as an aspiration but as an expectation. Because services designed with people are ultimately more effective, more responsive, and more likely to deliver meaningful outcomes.   

Get in touch 

Interested to find out more? Drop me an email at siena.caridi-ross@31tenconsulting.co.uk to start a conversation about your commissioning requirements.