When your charity’s beneficiaries become trustees

For charities who want to improve decision-making and service quality – e.g. in health, social care, education, housing, and community services – involving beneficiaries (users) at board level is a significant step. The Charity Commission’s CC24 guidance provides a helpful roadmap to including beneficiaries in governance.

Why the guidance matters

Charities exist to serve their users. Including beneficiaries in governance:

Strengthens understanding of user needs

Improves relevance and quality of services

Builds trust and transparency

Encourages continuous improvement

However, this involvement also requires careful management to protect both the charity and the individuals involved.

Who counts as a user trustee

The Charity Commission has a broad definition of users. It covers direct beneficiaries, professionals supporting beneficiaries, and others who rely on the charity’s services (e.g. carers, guardians and relatives).

Trustees may be known as committee members, governors, directors, or similar titles depending on the governing document.

Involving users in the right way

Under Charity Commission guidance on user trusteeship:

It’s encouraged where appropriate, on the basis that it can improve service delivery and ensure that decisions reflect lived experience

It won’t suit every charity, so you should assess whether user trusteeship fits your purpose, size, and operations

User trustees have equal responsibilities and liabilities to any other trustee: acting in the charity’s best interests, managing resources responsibly and ensuring compliance with the governing document and the law. The same eligibility requirements also apply.(e.g. being over 18, not disqualified)

Key governance considerations

Managing conflicts of interest is important when it comes to relatives and close associates of users. They should be considered carefully, as they may have a direct interest in how the charity is run. Clear conflict-management policies are essential. Our article on conflicts of interest for academy trusts is also relevant to charities

User trustees may require additional support to understand decision-making processes and governance responsibilities. The organisation should ensure accessible training, clear induction materials and ongoing mentoring

User trustees must be able to understand and take responsibility for board decisions. You should assess and support capacity thoughtfully and fairly

Use structured processes for appointing user trustees, with clear criteria for appointment, transparent selection or election processes, and balanced representation on the board. Aim for a mix of user and non-user trustees to maintain objectivity and skill diversity

When user trusteeship works well

User involvement is most effective when:

The charity’s services directly impact daily life of beneficiaries

Lived experience helps shape service delivery

The board values co‑production

Support structures are in place to help users fulfil their role

How BKL can help

Our charities and not-for-profit specialists are experienced advisers on the running of charities of all sizes, including operational changes. They apply not only technical expertise in governance and processes, but personal experience of being charity trustees and volunteers, including BKL’s own charitable foundation.

For a chat about how we can help you, get in touch with Ed Passmore using the form below.

Contact our academies team

Frequently asked questions: Beneficiaries as charity trustees

What is a user (beneficiary) trustee?

A user trustee is a trustee who is also a beneficiary of the charity’s services, or closely connected to beneficiaries (such as carers, guardians or relatives). The Charity Commission’s definition of users is broad and includes anyone who relies on the charity’s services.

Are charities allowed to appoint beneficiaries as trustees?

Charity Commission guidance (CC24) encourages user trusteeship where appropriate, as it can improve service delivery and ensure decisions reflect lived experience. However, it is not suitable for every charity and should be assessed carefully.

Do user trustees have the same responsibilities as other trustees?

User trustees have the same legal duties, responsibilities and liabilities as any other trustee. This includes acting in the charity’s best interests, managing resources responsibly and complying with the governing document and the law.

What are the main governance risks of appointing user trustees?

Key risks include conflicts of interest (particularly where close family members or associates are involved), lack of familiarity with governance processes, and capacity to take responsibility for board-level decisions if appropriate support is not in place.

How should conflicts of interest be managed?

Charities should have clear conflict-of-interest policies and apply them consistently. Relatives and close associates of beneficiaries require particular care, as they may have a direct interest in how the charity operates.

What support should charities provide to user trustees?

User trustees may need additional support, covering induction, training and mentoring, to help them understand governance responsibilities and decision-making processes.

How should user trustees be recruited or appointed?

Best practice is to use structured and transparent appointment processes, with clear eligibility criteria and balanced representation on the board. A mix of user and non-user trustees helps maintain objectivity and a broad skills base.

When does user trusteeship work best?

User involvement tends to be most effective where the charity’s services have a direct impact on beneficiaries’ daily lives, lived experience informs service design, the board values co-production, and appropriate support structures are in place.