Reconnecting with communities who feel left behind

In this webinar, hosted by the Quids in! Professional Network, we explored how trust between communities and services has broken down, and what it takes to rebuild it in a time of growing division.

Session summary

Across the session, our speakers shared perspectives from communications, inclusion, and lived experience. Tom Tapper (Nice and Serious) opened by reflecting on how storytelling has lost its connection with everyday experiences, and why simple, human narratives are key to bringing people back into the conversation. Katie Donovan-Adekanmbi (BCohCo) challenged us to move beyond equality towards equity, highlighting how systems must better recognise difference, bias, and lived experience in practice.

Drawing on Clean Slate’s community research, Madeleine Caravaggio shared powerful insights into the barriers people face when accessing support, from stigma and lack of awareness to complex, inaccessible systems. Jeff Mitchell closed by reflecting on how gaps between decision-makers and lived experience contribute to distrust, and the role of clear communication, inclusion, and community partnership in rebuilding connection.

A clear theme emerged throughout: too many people feel processed rather than heard. When services feel impersonal or difficult to navigate, trust erodes—and disengagement grows. Rebuilding that trust requires listening, simplifying systems, and working alongside communities, not just designing for them.

Key themes explored

• How and why trust has broken down between communities and services
• Why people feel left behind, even when support exists
• The role of storytelling, equity, and lived experience in rebuilding connection
• What more accessible, human-centred services could look like

watch the full webinar here:

Due to technical difficulties, Jeff slide’s were missing. You can watch a re-recorded version of his presentation below:

Download Madeleine’s community research slides below.