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Publications

  1. Jana Eyssel
    Publication date:
    January 2018

    The Consumer Futures Unit (CFU) initiated research to find out how accessible information is to consumers on their rights and responsibilities for private water and sewerage services. This Insight Report, which accompanies a technical report (see below for download link), summarises the research that was undertaken, sets out the findings that emerged and provides policy recommendations.

  2. Ruth Mendel
    Publication date:
    December 2017

    Citizens Advice Scotland have published our annual report on burial and cremation charges across Scotland.

    Spotlight:
  3. Jana Eyssel
    Publication date:
    December 2017

    “Generally, we believe that the new regulations provide greater protection to those consuming private water from Type A supplies, and greater accountability for those responsible for supplying private drinking water.”

  4. Ruth Mendel
    Publication date:
    December 2017

    The Scottish Government consulted on potential changes to the Concessionary Travel Scheme. Proposals included raising the age of eligibility for free bus travel for older people and expanding the Scheme to cover Modern Apprentices.

    Key points:

    • Regardless of any decisions made concerning the Scheme Citizens Advice Scotland (CAS) recognises the important role that buses play in many people’s lives and this should be held in mind in any considerations
    • Public transport can provide a lifeline, particularly for those living in rural communities
    • If it is decided that any changes in the age are to be introduced it is important that there is a sufficient lead in time

    • CAS would support the provision of free bus travel to Modern Apprentices
    • CAS is in favour of providing a companion card for disabled under 5's where this is needed
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  5. Ruth Mendel
    Publication date:
    December 2017

    The Scottish Government consulted on The Future of Smart Ticketing, asking for views on how to develop smart ticketing in Scotland. 

    Key points:

    • CAS recommends that regardless of the option which the Scottish Government chooses it is key that there are offline ways in which to purchase cards; buy tickets; and/or top-up cards
    • CAS recommends that in going forward the Scottish Government remains open to multiple types of smart ticketing
    • It is important that any changes which are made are well publicised and allow sufficient time for the public to be informed of these changes
    • It is important that smart ticketing is available on multiple modes of transport and from multiple operators

     

    Spotlight:
  6. The scale of Scottish surcharging and possible solutions
    David Moyes & Nina Ballantyne
    Publication date:
    December 2017

    The Consumer Futures Unit (CFU) undertook extensive research to get to the root of the frustrating surcharges consumers face in parts of Scotland. This report summarises the findings, and makes recommendations for possible solutions. 

  7. Lessons learned for effective public sector engagement with flood risk communities
    Consumer Futures Unit
    Publication date:
    November 2017

    The Consumer Futures Unit launches a new report today setting out a clear framework to support effective community engagement activities during the delivery of measures to help mitigate flooding.

    Riding the Waves: Keeping the community on board  is based on independent consumer research into the experience of local community resilience groups, Scottish Water and Scottish local authorities. The report looks at good practice in community engagement based on a series of consumer engagement principles.

  8. Publication date:
    November 2017

    Citizens Advice and Citizens Advice Scotland has produced this guide for organisations supporting PPM users. It sets out 5 key support areas and how these can be tailored to PPM users. Organisations should use these guidelines to ensure they are providing appropriate and effective support to PPM users, both in-house and through partnership work.

    Spotlight:
  9. Ian Shearer
    Publication date:
    October 2017

    Today the Consumer Futures Unit (CFU) of Citizens Advice Scotland has published its insight report Warming Scotland up to Energy Efficiency: Putting Consumers First.

    This insight report, and our other detailed recent publications on which it is based, seek to help provide a consumer perspective on this important area of policy.

  10. Ian Shearer
    Publication date:
    October 2017

    The Consumer Futures Unit is publishing a series of briefing sheets that draw together evidence and recommendations on issues relevant to energy, post and water consumers in Scotland. This briefing gives an overview of research into consumer views on Scotland's Energy Efficiency Programme, and incentivising energy efficiency improvements in the owner-occupied sector. 

  11. Jamie Stewart
    Publication date:
    September 2017

    The Consumer Futures Unit at Citizens Advice Scotland supports ambitious climate change targets. We understand that the negative economic and social impact of climate change on future generations will be greater if action is not taken now.

    However, the near term impacts on the citizens of Scotland must be carefully managed to ensure that decarbonisation policies consider affordability and consumer needs and acceptability in a way that will build positive trust and lead to mutual positive outcomes.

     

  12. Gail Walker
    Publication date:
    September 2017

    This leaflet takes you through the seven consumer principles, which guide the work of CAS. The principles were developed over time by consumer organisations based in the UK and further afield. They provide a sound basis to change organisations from thinking about consumers, to thinking like consumers in order to ensure that decision making is designed around their needs.

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  13. Ruth Mendel
    Publication date:
    August 2017

    Response to the Department for Work and Pensions Consultation on proposed reforms to the Funeral Expenses Payments scheme.

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  14. Ruth Mendel
    Publication date:
    July 2017

    The Scottish Government are undertaking a review of the National Transport Strategy (NTS) in order to develop a successor to the current strategy. The new transport strategy will set out the vision for transport over the next 20 years. 

    Spotlight:
  15. Study on the affordability of water and sewerage charges based on low income households
    Rebecca Millar
    Publication date:
    June 2017

    The Consumer Futures Unit of Citizens Advice Scotland is inviting tenders for research into a Study on the affordability of water and sewerage charges based on low income households

     

     

  16. nina.ballantyne
    Publication date:
    June 2017

    Up and down the country, decisions are taken every year that affect us as consumers of energy, post and water. These can be anything from new laws, to choices made by private companies. A wide variety of interests and priorities are considered by these decision makers, who range from businesses and political parties to government officials and regulators. 

  17. Publication date:
    June 2017

    The Consumer Futures Unit's inaugural consumer tracker survey reveals some of the experiences and habits of consumers of energy, post and water services in Scotland.

  18. Jamie Stewart
    Publication date:
    June 2017

    Our Energy Advice in Detail report analyses the energy issues upon which Citizens Advice Service clients in Scotland sought help in 2015-16, and places these issues within the wider policy context. Issues were raised through the following three services:

    • 23,237 new energy issues brought by clients through the 61 Citizens Advice Bureaux across Scotland, an increase of 5% from 2014-15.
    • 4,210 calls from Scotland to the Citizens Advice Consumer Service-a decrease of 12% from 2014-15.
    • 1,163 vulnerable consumers in Scotland supported by the Extra Help Unit, almost identical to the number in 2014-15.
  19. Research on face-to-face actions to help consumers in fuel poverty in Scotland
    Jamie Stewart
    Publication date:
    June 2017

    Facing Fuel Poverty explores what projects and services delivering face-to-face fuel poverty advice exist in Scotland and examines the benefits and costs of delivering such services.

    Based on research carried out by Changeworks on behalf of the CFU, we note that tailored fuel poverty advice, delivered in the home, is reported as a necessary service for certain consumers, but that improved monitoring and evaluation of projects is needed. 

  20. Publication date:
    May 2017

    The Consumer Futures Unit is publishing a series of briefing sheets that draw together evidence and recommendations on issues relevant to energy, post and water consumers in Scotland. This briefing gives an overview of consumer issues in relation to district heating in Scotland. 

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