Disabled people and people with lived experience (service users) welcome the opportunity to contribute their lived experience to the policy, design, delivery and evaluation of an organisation’s services and processes. However service users cannot automatically become useful representatives – they need induction, training and support just like any paid member of staff would. They need to be valued and motivated and rewarded too. Good processes and systems for co-production and involving service user representatives will lead to better, more efficient and more effective services; bad processes and systems will put service users off being involved, and in some cases can cause aggravation and distress to the service users who have been subjected to them.