This article furthers understanding of the value of experiential knowledge for social policy and practice. It draws on new empirical material to critically explore the opportunities and challenges inherent in lived experience support work with multiply disadvantaged adults. Reflecting on the experiences of those delivering a ‘navigator’ service, particular attention is paid to an ambiguity around the ways in which experiential knowledge might generate more productive models of relationship-based work, the positioning of lived experience in relation to ‘expert’ ways of knowing as well as the potential risks that the navigator role poses to those employed in the position. The discussion is situated within a wider body of literature that helps us to understand these practical, ideological and political tensions within the wider context of neoliberal welfare reforms.