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How to use bodies who deliver public services in ScotlandPublication date:May 2021
In 2016 Scotland was selected to join the Open Government Partnership (‘OGP’), an international collaboration of over 90 governments across the world committed to three key principles: openness, transparency and public involvement. As part of membership to this partnership programme, the Scottish Government, together with civic society partners, has developed recently been focused on delivering Scotland’s second National Action Plan 2018-20. A key commitment under this plan has been “to improve access to the accountability of public services”.
Supported by the Scottish Government and in collaboration with key partners to this commitment, CAS has produced a booklet explaining how to raise a concern or complaint about a public service in Scotland. It explains how to use public bodies like:
The Scottish Public Services Ombudsman
The Care Inspectorate
The Scottish Information Commissioner and
Audit Scotland
as well as providing more information on how to make Freedom of Information requests.
This booklet follows on from earlier research that CAS undertook on behalf of partners to the commitment, which sought to explore levels of understanding and awareness of members of the public of accountability of public services (hyperlinked here from CAS website) in Scotland. The research found low levels of knowledge of regulatory bodies. CAS hopes that by producing this booklet, we can provide clearer information on how the public can engage with public services in Scotland, particularly if they wish to raise a concern or question a decision. We hope that by providing this information we can generate greater awareness of the accountability bodies that operate in Scotland and enable people to engage more confidently with them.
Related work on Scotland's National Open Government Action Plan 2018-20: Commitment 4 Improving Access to Accountability of Public Services: Peoples & Stakeholder Engagement Final Report and Recommendations July 2020 is also available here: https://www.gov.scot/publications/scotlands-second-national-open-government-action-plan-2018-20-commitment-4-improving-access-accountability-public-services-public-stakeholder-engagement/
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Building Social Security Back Post-PandemicPublication date:May 2021
The last year has shown the vital importance of our social security safety net. However, Universal Credit (UC) is unlikely to feature in the Government’s legislative agenda tomorrow. This risks missing lessons from the pandemic. While UC survived the influx of new claimants—in part by easing verification procedures and conditionality—fundamental aspects of its design have continued to put people in hardship. Reform is urgently needed so people have security and support as furlough is withdrawn and the economy reopens.
CAS is calling for:
› A review of UC’s adequacy as an in- and out-of-work benefit, with the £20 a week uplift made permanent
› Restoration of Work Allowances for all people on UC and a review of the Taper Rate
› The continued suspension of the Minimum Income Floor, with permanent changes to how self-employed income is assessed for UC going forward
› The introduction of a non-repayable assessment period payment to replace the current five week wait and Advance Payment system
› The ending of sanctions and unaffordable deductions
› Wider access to offline options for making and maintaining a UC claim and the introduction of implicit consent for CAB and other welfare rights advisers
› A fair, flexible, and safe transition to UC for those on legacy benefits, with an extension of the uplift and freedom to return to legacy benefits if UC entitlement is lower
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Citizens Advice Scotland response to a Scottish Government ConsultationPublication date:April 2021
Citizens Advice Scotland (CAS) has responded to a Scottish Government consultation, which proposes changes to the way complaints about legal professionals are handled. CAS broadly supports the proposals, but has concerns about proposed changes to the threshold for eligibility of complaints and about proposals which would affect when a complaint can be treated as closed without the complainer's agreement.
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Citizens Advice Scotland response to a consultation by the Scottish Civil Justice CouncilPublication date:April 2021
Citizens Advice Scotland (CAS) has responded to a consultation by the Scottish Civil Justice Council. The consultation sought views on recent Rule changes which made use of Civil Online Mandatory for Simple Procedure cases.
CAS's work on Access to Justice issues aims to ensure that consumers can access legal services and make effective and informed choices about legal issues. We support the development of new and simplified ways of accessing Court services. However, this must not come at the expense of channel choice. We have concerns that the Rule change may have had the effect of excluding party litigants and unrepresented people from the system. We would therefore support additional efforts to ensure inclusivity for those who are digitally excluded. We also have a number of wider suggestions to make in relation to potential reform of the Rules.
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Publication date:April 2021
In a year with unprecedented challenges, the Scottish Citizens Advice network has had to transform and adapt like never before. This report provides a summary of the network's activity over the past year.
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Issue 5 of the Citizens Advice Scotland network magazinePublication date:April 2021Spotlight:
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Publication date:April 2021
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Publication date:April 2021
Regulation of Scotland’s non-household water market is seeking to move service providers towards operating ‘ethically’. This will better ensure that the market consistently delivers benefits in a way that protects users’ trust and confidence, and safeguards the market’s reputation.
Some licensed providers choose to operate using the services offered by third party intermediaries (TPIs), which are unregulated.
CAS is of the view that the application of ethical behaviour should apply across the supply chain to ensure positive outcomes for all non-household customers, no matter who they do business with.
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Publication date:March 2021
During 2020-21, CAS commissioned Keep Scotland Beautiful to undertake research to better understand why some properties in a localised area in Edinburgh were not properly connected to the mains sewerage, and could potentially be impacting bathing water quality.
This report highlighted that most home owners whose sewerage is misconnected to the surface water runoff system are unaware of the issue, therefore unless a misconnection is identified, nothing will be done to rectify the issue. Yet, for those interviewed, there was clearly a concern that a misconnection could have a detrimental impact upon the environment.
Identifying and rectifying misconnections in Scotland poses a significant challenge for relevant authorities.
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Manifesto by SCoRSSPublication date:March 2021
The Scottish Campaign for Rights to Social Security (SCoRSS) believe it is time for a social security system that prevents poverty, treats people with dignity and respect and supports everyone to flourish.
However, access to and experience of social security are greatly affected by deeply ingrained inequalities that ensure that groups including women, disabled people, Black and minority ethnic people and others are even more affected by poverty, insecurity and exclusion.
The members of the Scottish Campaign on Rights to Social Security (SCoRSS) believe five fundamental principles underpin the real change required to achieve this vision.
We must work together to:
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Increase social security payment rates to a level where no one is left in poverty and all have sufficient income to lead a dignified life;
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Make respect for human rights and dignity the cornerstone of UK and Scottish social security;
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Radically simplify social security to ensure it is easy to access and that barriers to entitlement are removed;
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Invest in the support needed to enable everyone to participate fully in society; and
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Make social security work for Scotland.
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Publication date:March 2021
Citizens Advice Scotland welcomes this consultation, which reflects the pace and scope of Scotland’s climate ambitions. We are pleased that the Scottish Government has proposed a principle-based, people-centred approach.
It is essential that the outcomes of this standard reflect the complex heating, cooling, and ventilation needs of Scotland’s housing stock, and widens accessibility to truly affordable, highly efficient housing for low income and fuel poor households. Developers should be encouraged to follow the best practices of community engagement and ethical business practice so that the full potential of the buildings covered by this standard is realised. To aid developers in making future proof decisions, clear, thorough, and accessible guidance should be issued alongside this standard.
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Publication date:February 2021
From March 2020 to January 2021, Citizens Advice Bureaux have provided over 131,000 pieces of advice on Universal Credit (UC).
› The £20 a week uplift brought the value of UC back in line with increases to the cost of living over the past 8 years, following years of below inflation increases and freezes.
› If the £20 weekly increase is removed, UC will be worth 11.5% less in real terms than it was when introduced in 2013.
› The uplift increases the number of CAB clients with complex debt needs who are able to meet essential living costs by 28%.
› Without the uplift, nearly 6 in 10 (58%) of CAB complex debt clients will be unable to meet essential living costs.
› If the uplift is removed, 60,000 people in Scotland including 20,000 children will be pushed into poverty.CAS is calling for: The £20 a week UC uplift to be made permanent in the March 3rd Budget.
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Publication date:February 2021Spotlight:
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Publication date:February 2021Spotlight:
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Publication date:February 2021Spotlight:
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Publication date:February 2021Spotlight:
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Publication date:February 2021
The Social Security Benefits Up-rating Order 2021, passed yesterday on Tuesday 9th February, increases social security payments by the rate of CPI inflation (0.5%) from 1st April 2021. However, if the £20 a week uplift to UC is not made permanent in the Budget, this uprating is negated. From April, if the £20 weekly uplift is removed the value of UC’s Standard Allowance will drop by as much as a quarter (25%), when people need this money most. Removing the £20 a week uplift will leave the Standard Allowance for UC worth less in real terms in 2021-22 than when it was first introduced 8 years ago in 2013.
CAS is calling for: The £20 a week uplift to be made permanent
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Publication date:February 2021
The Social Security Benefits Up-rating Order 2021 increases social security payments by the rate of CPI inflation (0.5%) from 1st April 2021. CAS welcome any increase to social security payments including Universal Credit (UC). However, current legislation prevents the future of the temporary £20 a week uplift to Universal Credit (UC) from being included in this annual review of benefit rates – at a time when uncertainty around the future of the £20 uplift is growing. Due to the benefits freeze from 2016 to 2019, UC rates remained at 2015/16 levels, meaning that in real terms the value of social security payments have fallen.
If the £20 a week uplift to UC is not made permanent, any inflation-related uprating is negated. People on UC are at risk of a serious shock to their income, including the millions claiming for the first time as a result of the pandemic. To avoid a rise in poverty, greater strains on public services and harming economic recovery, the £20 a week uplift must be maintained.Spotlight: -
Publication date:February 2021Spotlight:
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Publication date:January 2021
MP Briefing in support of 18 January Opposition motion to keep the £20 a week UC uplift.
An unprecedented number of people have claimed UC for the first time since March, with the total number of UC recipients in Scotland doubling since January 2020 to 475,000 people. At the start of the pandemic, CAS welcomed the UK Government increasing UC payments by £20 a week – an annual increase of £1,040. CAS now recommends that the £20 increase to Universal Credit is made permanent in the Spring Budget.
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Stressed About Debt? High costs of energy, food and fuel mean that many people are finding it impossible to keep up, worrying about debt or falling behind on bills. The Citizens Advice network in Scotland is here for you, with free, confidential and impartial advice in a variety of ways.