Publications

We work on the issues that matter to our network’s clients and our member CAB. Our focus is on delivering advocacy drawn from the experience and insights of the Scottish Citizens Advice network, which is rooted in communities across the country. 

In 2019, Citizens Advice Scotland (CAS) commissioned research to ascertain consumers’ views on and experiences of the gas and electricity distribution networks in Scotland, and their priorities for future distribution network investment. We also explored the attitudes of consumers in Scotland towards some of the potential changes in electricity use that may be required as the energy system evolves to support Scottish and UK Government climate change targets, and consumers' understanding and opinions of some of the technologies that are envisaged to aid the energy transition. In addition, we explored consumers’ views on a potential increase in the electrification of heat in Scotland, and their enthusiasm for and opinions of future opportunities to provide flexibility to their electricity distribution network operator.

This report summarises the results of our research and considers how Scotland’s gas and electricity distribution networks might be able to help redefine consumers’ relationship with the energy system in support of Scottish and UK Government climate change policies. It is published alongside a summary of its key findings and the final report compiled by our research partner, Accent.

Scotland has redefined fuel poverty and set targets towards its eradication by 2040. The Warm Home Discount scheme exists, by definition, to support fuel poor households and fuel poverty risk groups. This report examines the effectiveness of Warm Home Discount in the context of the new fuel poverty definition in Scotland.

'Mind the Fuel Poverty Gap' sets the policy context around the key issues, provides insight into research conducted by Changeworks for CAS, and makes a series of recommendations. 

Citizens Advice Scotland welcomes the moves to extend Winter Heating Assistance in the challenging context of COVID19 which has resulted in delays to wider measures on disability assistance.  We recommend the draft regulations are amended to better meet the policy intention and add clarity in a number of areas.

CAS welcomes the opportunity to respond to this consultation.

We want to ensure that the Heat Networks (Scotland) Bill delivers the best possible outcomes for heat network consumers, and gives parity with the rights and services afforded to consumers of the regulated energy market. Unfortunately we are aware of instances where heat network consumers have been disadvantaged due to the current unregulated nature of heat networks and are keen that this Bill works towards improving this as much as possible.

Fairer pricing, clear and accurate billing and better support for people in vulnerable situations are at the heart of Citizen Advice Scotland’s (CAS) priorities for the energy market in Scotland which are summarised in this report. 

With the retail market facing potential changes in the coming years, with OVO energy’s recent takeover of SSE retail energy business, as well as the Scottish Government’s proposal for a Public Energy Company, the charity has published a report on priorities for customers.

This report draws upon evidence and insights from our frontline advisers in Citizens Advice Bureaux (CABs) across Scotland and the Extra Help Unit (EHU). It highlights cases from our CABs in six thematic areas which are crucial to consumers.

CAS six key consumer priorities are: 

• Fair pricing and debt support; so customers aren't shocked by sudden increases in costs and the ability to pay is central to any debt repayment scheme.
• Ease of contact; so customers aren’t left in the dark or hanging on the phone about their service or bills
• Clear and accurate billing; to allow customers to understand how charges have been calculated, and to stop people accruing debt through no fault of their own
• Easy access to the Warm Home Discount; to help more people with the cost of energy
• Better support for vulnerable consumers; particularly accurate meter reads to prevent bill shocks
• Offering choice for consumers on restricted electricity meters; to challenge fuel poverty for consumers off the gas grid

The report also summarises a review undertaken for CAS around consumer engagement in the energy market in Scotland and makes a number of recommendations on how fuel poor households may be supported. This review is available on request. 

This briefing paper outlines the scale of the challenge to improve the energy performance of Scotland’s housing stock. It presents CAS’ estimate of how much it will cost to raise the energy performance of all homes in Scotland to at least an EPC C by 2040 (EPC B for social sector homes) in line with the Scottish Government’s target under Energy Efficient Scotland (EES).

Citizens Advice Scotland welcomes the opportunity to respond to this consultation. It is important that we recognise the role that all bodies and sectors have to play in achieving the new and ambitious climate change targets that were passed in the Climate Change Bill in September 2019. 

It is, however, imperative that the Scottish Government properly supports public bodies to meet any new duties or roles. It is important that public bodies are able to continue to provide the same (or higher) standard of service to citizens without inadvertently or intentionally passing on the cost of achieving emissions reductions to the very citizens they are trying to support.