Co-production Week 2026: making better recruitment decisions with customers

Why this matters

Recruitment can easily focus on qualifications and experience, but that only gets you so far.

Customers can help us look at different factors, for example how someone comes across, whether they listen, whether they feel genuine.

David, a Look Ahead customer put it this way: “As staff support me in my personal space with private matters, it is essential that I trust them. I am best placed to make this assessment.”

That perspective is hard to replicate without customers in the room.

John, another customer, from a Look Ahead homelessness service, said: “Customers having their input into interviews is vital to keeping Look Ahead focussed on why it is needed.”

Meanwhile, Sharheena, focused on how she wants staff to support her: “We want to recruit people who are empathetic, understanding and compassionate… putting themselves in customers’ shoes, to be able to help them regardless of any difference and reaching out towards a diverse community.”

From a service perspective, Camille, Service Manager at our Tabard Court Forensic Mental Health service, explained why this makes such a difference: “People can prepare answers and present well, but it’s much harder to fake genuine care, respect, and the ability to connect. Seeing how candidates interact with customers in real time gave us a much clearer picture.”

It starts from the interview

When customers are involved in interviews, it changes the tone straight away.

“Co-production starts from day one,” explains Virginia O’Donnell, Team Leader at our Bracknell Young People Service, “having a customer involved in my interview really highlighted that every voice matters.”

That message lands with candidates. It also stays with staff once they’re in post.

Marilena Palamidi, Deputy Service Manager at Barnsley Street Neighbourhood Mental Health Centre, reflected on this after being interviewed by a panel that included a customer: “Since the interview, I have noticed a stronger sense of trust… customers seem more comfortable approaching me.”

And, more broadly, as Mike Bansback, our Director of Practice Development, Safeguarding and Quality, puts it: “Given our work is all about supporting customers, I don’t know how we can recruit staff without testing how effective they are at actually interacting with customers.”

This isn’t just about customer-facing roles

We involve customers in central services recruitment, as well as for senior roles and Board appointments.

Jo Ellis, Board Member, described why that stood out: “I was offered board roles at three organisations, but Look Ahead stood out. Why? Because you, the tenants, were involved. That showed me that Look Ahead doesn’t just talk about values – it puts them into action.”

How it feels for people involved

Jack a customer from a Look Ahead learning disability service in Hertfordshire said: “My opinions as a customer help to choose the best person for the job.”

Laura Metcalf, who was interviewed by a customer, reflected on that experience: “He chose his own interview questions that were important to him, to try and get the right support for his needs.”

For managers, it changes how decisions are made.

Ruth Solomon, Service Manager at Carolyn House Mental Health Service, said: “Customers… ask practical questions that assess whether candidates can genuinely meet their needs.”

Meanwhile, Phoebe Mitchell, a Housing Support Worker at North Surrey Floating Support, said: “The interview which included a customer stood out from any other.”

What this looks like in practice

There isn’t one fixed model. Services do this in different ways, depending on what works for their particular customer group.

We’d always encourage teams to build in meaningful customer involvement wherever they can. Using customer questions, either from your own customers or from our customer question bank is a good starting point and helps give some consistency. But the aim should always be to go further and involve customers directly as much as possible.

That may be:

• customers sitting on interview panels
• writing or shaping questions
• meeting candidates informally
• showing people around and talking about what matters to them
• taking part in activities or presentations

As Megan Reynolds, Look Ahead’s Director of Mental Health and Complex Needs, says: “Seeing how a candidate engages with customers, both informally and in the interview, gives really valuable insight that you wouldn’t otherwise get.”

Want to get involved?

This is probably one of the most straightforward ways to see co-production in action.

Customers are not being asked for feedback after the fact. They are part of the decision, and it runs through the whole organisation, from services to central teams to Board level.

For Co-production Week, it’s a useful reminder that co-production isn’t a separate programme or a one-off activity. It’s part of how we do things every day.

For information about getting involved in central services or senior leadership recruitment, please email gettinginvolved@lookahead.org.uk