At Waterloo Community Counselling, we believe that the people who use our services and engage in our community projects are the experts in what good support looks and feels like.
That’s why our Experts by Experience Group plays such an important role in the life of WCC, ensuring that the voices of people with lived experience are heard, valued, and embedded into our work.
In late July 2026 members of the group came together in the sunshine to contribute to the development of WCC’s new organisational strategy, helping us think about our priorities and ambitions for the years ahead.
Gathering in the garden, members shared honest reflections on the support they have received, the difference WCC has made in their lives, and the changes they would like to see in the future. The afternoon was full of meaningful conversation, thoughtful ideas, and powerful reminders of why lived experience must sit at the heart of organisational developments.
What Makes a Difference?
As part of the discussion, members reflected on the support they have received from WCC and the difference it has made in their lives.
A clear theme emerged around the importance of being treated with kindness, dignity and compassion. Members spoke about feeling welcomed, listened to and genuinely cared for by staff and volunteers.
One member shared:
“I felt handled with care and felt loved. The most important thing is how the staff treat you.”
Others highlighted the value of being listened to without judgement and the positive relationships they had built through WCC’s services. Members also reflected on the impact of WCC’s combination of counselling, practical support and community activities, which has helped many people build confidence, form new connections and continue their recovery beyond therapy.
One member spoke movingly about their experience of counselling:
“I was able to access therapy twice. It allowed me to heal my inner child.”
The session also brought up valuable ideas about how WCC can continue to develop and strengthen its services in the future. These insights will help inform our new strategy.
What Would You Say to Someone Considering WCC?
When asked what they would say to someone thinking about accessing support from WCC, members’ responses were overwhelmingly positive.
Many described WCC as a place where people are treated with respect, given time to be heard, and supported to rebuild their confidence and wellbeing.
“They will change your life.”
“You will be listened to and handled with care.”
Members also highlighted the diversity of the WCC community and the welcoming environment that allows people from different cultures and backgrounds to come together, learn from one another and feel a sense of belonging.
Expert by Experience Updates
The past few months have also seen members of the Experts by Experience Group continuing to play an important ambassadorial role for WCC.
During our recent Refugee Week celebration, two of our longstanding and most dedicated ambassadors, Jane and Moses, spoke to funders, partners, staff, volunteers, and fellow group members about their experiences and the impact of WCC’s work.
Their contributions were a powerful reminder of the strength, resilience, and leadership that exists within our community.
We’re particularly proud to share that you can watch Jane’s inspiring Refugee Week speech on YouTube.
Thank You
We are incredibly grateful to every member of the Experts by Experience Group for the time, honesty, insight, and care they bring to these conversations.
Their experiences help us understand what we’re doing well, where we can improve, and how we can continue building services that are responsive, compassionate, and effective.
Most importantly, their voices help shape the future of WCC.
As we continue developing our strategy, we will carry their ideas, experiences, and aspirations with us every step of the way.
We always want to hear from our members and create avenues for their involvement and engagement. If you are interested in joining or supporting the work of our Expert by Experience group then please contact the office and help us grow this community even further.