Policy-makers have often used ‘regulation’ as a buzzword to indicate how they would ensure services and support were safe and reliable. However, Shaping Our Lives Chair Peter Beresford considers the term to be a little more complicated than that. Rather, in this video he argues that regulation was largely shaped by the policy-makers, and that this resulted in services being defined by targets, measures, standards and outcomes. What this has meant is that the kinds of things of that service users value have been marginalised, and that services have largely been moulded around the expectations and targets of bureaucrats and service managers. Peter then explains how user involvement can ensure that people have the services they need and that work best for them.