This blog was initially posted on the Fair By Design website

Most sectors are filled with jargon. The consumer protection and anti-poverty spaces are no different. At Fair By Design, we rely on a glossary of terms that make complete sense to us but might seem very alien to others. Terms like inclusive design and financial inclusion mean different things to different people, and none more so than when it comes to ‘lived experience’, a term we use often, but which can mean different things to different people.

One of our core goals at Fair By Design is for our work to be shaped and informed by those who experience the poverty premium. To us, this means people who experience the poverty premium are part of our decision-making and at the heart of what we do.

With this in mind, this year we have worked with The Poverty Alliance to establish a Lived Experience Advisory Panel. The panel is made up of a diverse group of 15 people from across Great Britain.

In a recent session with the panel, we wanted to understand whether terms such as ‘lived experience’ and ‘expert by experience’ resonate with them? This blog is a summation of the key themes from that session and a further blog-writing session with four members of the panel, quotes from the panel are featured throughout the blog.

No one term is perfect for everyone 

Perhaps unsurprisingly, when we spoke to the panel, the key theme from our discussion was that no one term is perfect for everyone. Many people were happy with the terms lived experience or expert by experience. These terms were seen as interchangeable, positive and as respectful to those involved.

Crucially some panel members highlighted that not only do they have lived experience of poverty themselves, but they also have experience of helping others in their community, both informally and through their employment e.g. as a social worker.

“Having first hand experience of the issue or the system in terms of how we can change it for the better is important. It is almost about being qualified enough to speak about the issue and the problem because we have that first hand experience. Creating a solution for a problem can only happen if the people it intends to serve are the wheel that turns it.”

However the term was not perfect for all, one particular moment of reflection for us was when one of the panel members said that they did not mind the term, but it can also feel painful, like a kind of mockery, when the system puts you in a disadvantaged position and then asks you how it feels to live through that experience. 

Others felt that it diminished their role in campaigning against poverty, they had more to offer than just their experience and preferred to be called anti-poverty campaigners.

“It means being able to shape future policy and law with our input to the powers that be, whereas before our input wasn’t really considered. That’s what it means to me, my opportunity to talk about how and where policies, procedures and law can be improved because of my experience.”

Several people preferred the term ‘panel member’ as it does not divulge too much about what they are going through and has a sense of equality across everyone working in the sector. We are all working together to create change so we should use terms and structures that give our contributions equal standing.

“When I use the term lived experience sometimes, I feel like I owe it to people to explain my suffering or trauma and I guess it gives people permission to ask questions about my own experience that I haven’t necessarily given consent to. If I say panel member, I can choose to divulge however much I want.”

Lived experience is more about the way you do it

Interestingly, all participants emphasised that good lived experience contribution wasn’t just about the right terms and much more about creating a space for people to share their experiences.

For one panel member, lived experience was her opportunity to get her voice heard and feel safe within the structure of the group. Part of that experience was belonging to a diverse community, where differences in faith, colour, and lifestyle were respected. She described the work as cathartic, not just because it allowed her to speak, but because it challenged the systems that create these circumstances in the first place.

“Four things spring to mind when working in the group, nourishing, cathartic, meaningful and transformative. Those are the four words I think of when we do group work.”

The feeling was that lived experience work should be an opportunity to create safe spaces, where people feel respected, and their beliefs and feelings are heard. People told us that sharing can be therapeutic and an opportunity for individuals to not feel alone. For this group of people, the way of doing lived experience needed to be one that respected them and their lives.

Finally, it was clear that the system has placed people in a situation where they are in poverty, but this is not their only, or even their main, identity: The panel are teachers, mothers and friends first.

In addition to this, many people on the panel haven’t always experienced poverty, life events led to them becoming financially vulnerable, but this isn’t a fixed identity.

Others said that they were in full time work, but the conventional view of their role in the group could mean people assumed they weren’t working at all, lapsing into a lazy stereotype around people in poverty.

This is always going to be something we revisit

This conversation made clear that this cannot become a ‘box ticking’ exercise and that successfully incorporating lived experience into policy design and campaigning means creating opportunities to have ongoing conversations.

What feels right for panel members in their lives today may feel different tomorrow and next year. This is especially true as we work through a journey with people of telling their stories and experiences.

Through capacity building sessions put on by Poverty Alliance, supporting them with media training and understanding the parliamentary process, they can be changemakers outside of the group. They may join the panel as a lived experience panel member but could leave it as an anti-poverty campaigner, who does not only share their experience but also shape policies as their expertise evolves.

As one of our panel members said: “I want to keep revisiting these terms to re-evaluate what we’re looking at and making sure voices are only not just included but actively listened to and boundaries are respected, that this work doesn’t expose trauma without care and support. It is about making sure lived experience is recognised not just as through the “sharing a story,” but as a form of expertise that can change systems.”

Conclusion 

The session reminded us that we shouldn’t look to fix our language. For our panel, lived experience isn’t just a term, it is about feeling respected and part of meaningful policy changes. It is clear that lived experience encompasses so much more than language, it is about an approach that values people’s time, experiences and allows them to be heard.  We will keep revisiting these conversations because the words we use are important and should continue to reflect the people behind them.

“Working in the group feels collaborative, it feels like a weaving together of different people’s realities, but that helps us to think deeply and respect each other’s truths. It feels to me personally validating that to know my experiences are not just being politely heard but being genuinely valued as part of something bigger.” Fair By Design Lived Experience Panel Member. 

Fair4All Finance and WPI Economics have launched a report titled Financial inclusion and growth. The report sets out how financial inclusion can be a core part of achieving the UK Government’s growth mission.

The report looks at three key areas; savings, car insurance and better financial wellbeing, and argues that greater financial inclusion in these areas leads to increased growth.

In the case of car insurance, removing the poverty premium would generate an extra £369 million per year for the UK economy. Over the course of this Parliament, UK GDP would be £1.5 billion higher as a result.

This report follows the recent launch of Fair By Design’s new position paper week titled Driving Change: Policy Ideas to Tackle the Car Insurance Poverty Premium.

Fair By Design’s Director, Rebecca Deegan, said:  

“The new analysis by Fair4All finance is further evidence that investing in financial inclusion is good for people and good for the economy.

“Too many people are excluded or are charged more for essentials, paying a poverty premium because of factors they cannot control, such as where they can afford to live. 

“For instance, people living in deprived areas can pay over £300 more on car insurance per year than those living in more affluent areas. But as this new research shows, tackling the poverty premium in car insurance can grow the economy by hundreds of millions of pounds per year.  

“This should be a no-brainer. This is growth that puts money back into people’s pockets. We urge the Government to be bold as it develops the Financial Inclusion Strategy over summer, and include concrete actions to reduce poverty premiums in insurance and credit.”

28th April 2025 – there’s a feeling of excited tension as Fair By Design and Poverty Alliance staff log into a Teams meeting room at 9:45. It’s not often a Monday morning meeting has us excited, but this one feels a little different.

As the clock ticks over to 10:00, 15 people join the call and meet each other for the first time – these 15 people are our new lived experience advisory group. The group will draw on their experience of the poverty premium – the extra costs faced by people on low incomes – to help guide our work.

Over the course of two hours, everyone introduces themselves, we hear what has made people smile in the last week and get to know each other’s pets. Shared values and motivations for taking part come to the fore as we discuss the purpose of this group.

It’s clear there is a feeling of frustration, and sadness at other panel members’ difficulties with benefits and companies who haven’t supported them in the way they should have. But overwhelmingly, there’s a shared sense that things need to change.

Who’s around the table

The panel is made up of 15 people from across Great Britain, with representation from England, Wales and Scotland.

It includes a diverse range of people to ensure those most disproportionately affected by the poverty premium are represented. We know that some communities are particularly at risk of paying a poverty premium for household essentials, so we’ve made sure that there’s good representation from those communities on our panel.

The aim is to create a safe, supportive and collaborative environment where everyone feels empowered to contribute their experience and knowledge of poverty-related issues.

Support and training will be provided to help build confidence in speaking up – whether to politicians, the media, or in meetings.

Panel members are being reimbursed for their time, with options on how they receive this. We understand not everyone wants financial compensation, so other benefits are available. This is our way of recognising the value their lived expertise brings to our work.

What we’re going to do together

Over the next year, the panel will meet five times to help shape and guide our work. It will sit alongside our existing governance structures, our steering group and the Barrow Cadbury Trust Board.

The panel’s experience will input into all areas of our work. This will include helping us set priorities by identifying which issues are affecting people most, what we should focus on, and what we might be missing.

They will also help shape our policy work by advising where further research is needed and what type of work we should undertake.

In addition, panel members will guide our research by working alongside academics and staff from other organisations to help shape individual research projects.

We’ll also support those who are comfortable sharing their voices and lived expertise through blogs, videos, social media, media interviews, or public speaking.

Conclusion

We have a strong track record of working with people with lived experience in our communications and policy work. But we want to go further – making lived experience a central part of shaping our strategic work.

Over the next year, the voices and experiences of these 15 people will be at the heart of everything we do. Keep an eye on our work to see how their insight is helping shape change.

If you’d like to learn more about the process, or how to set up a similar panel, please get in touch.

Today Fair By Design is launching its new film featuring people with lived experience of the poverty premium in payments.

Everyday millions of payments are made in the UK, from online transactions to cash in shops. They are an essential part of life today. However, some payment methods create a poverty premium, meaning people are charged more for the way they spend their own money.

Today Ofgem, the energy regulator, announced a lasting solution to eliminate the extra costs for paying for energy using a prepayment meter. This announcement is a big win and follows years of campaigning for this poverty premium to be eliminated.

The pricing and tariffs are over complicated on purpose. Energy companies have far too much power for an essential service.” – Lived experience focus group participant, April 2023.

The Energy Security and Net Zero (ESNZ) Committee has launched an inquiry to investigate the process of billing customers for their gas and electricity, to look at whether the rules on charging for energy are fair for all. The Committee wants to understand how a social tariff should be implemented to address inequalities in billing.  

Fair By Design are part of a coalition of Charities and groups calling on the Government to re-commit to the policy as part of a permanent solution for fuel poverty in the UK.

The Labour Party has published its Financial Services Plan, a blueprint laying out the party’s plans for financial services if it wins the next general elections. The plan mentions poverty premiums as a consequence of lack of access to financial services and pledges to develop a national financial inclusion strategy, something Fair By Design have long called for.

“It’s absurd that standing charges are such a large part of bill. The whole way that energy is purchased and passed to customers is absurd” – Lived Experience focus group participant, April 2023.