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Publications

  1. Gail Walker
    Publication date:
    February 2018

    The Consumer Futures Unit launches a new water report today. Deliberative research was used to get a deeper understanding of consumers’ views on two important aspects of water policy: service standards across urban and rural areas, and how consumers relate to water and the environment.

    Findings from the research supported stronger engagement between Scotland’s water industry and those that use its services, and that involving consumers in the design and delivery of water and sewerage services is more likely to result in mutual benefits for both the industry and those that use its services.

    The report found that consumers are strong supporters of water and environmental protection and conservation, however they need more help to understand how their behaviour in terms of appropriate disposal of household waste can and will protect both Scottish Water’s assets, and the environment. Moving consumers from being largely disengaged users of water services, to willing and informed partners, will require insight and creativity. The challenge for the water industry and government is to bring this about.

  2. Briefing for the Scottish Parliament Social Security Committee
    Rob Gowans
    Publication date:
    February 2018

    Citizens Advice Scotland supports a number of amendments, including those creating an independent expert Scottish Commission on Social Security to scrutinise regulations, and to clarify that people should always have a choice of receiving a benefit payment in cash, unless they explicitly choose to receive it 'in kind'.

  3. Fraser Stewart
    Publication date:
    February 2018

    The Consumer Futures Unit (CFU)'s report Leading By Example sets out the mechanisms that are used by 40 regulators and service providers within the regulated industries of energy, water and post to develop consumer-focused policy and practice. 

    The CFU uses seven consumer principles to evaluate policy and practice from a consumer perspective, and encourages other organisations to use them as a tool to support the design of regulation, policy and practice.  The principles seek to move organisations from thinking about consumers, to thinking like consumers.

  4. Publication date:
    February 2018

    'Disconnected: Understanding Digital Inclusion and Improving Access' has now been published. A huge thanks to the 33 participating Citizens Advice Bureaux who made this research possible. Read on for more information and to download your copy here.

  5. Briefing for the Scottish Parliament Social Security Committee
    Rob Gowans
    Publication date:
    January 2018

    Citizens Advice Scotland supports a number of amendments, including those recognising the role of independent advice, to promote benefit take-up and income maximisation; and to require inclusive and accessible communications with individuals using the system.

  6. Stephen Dunlop
    Publication date:
    January 2018

    Following a non-domestic water industry event in 2015, during which stakeholders recognised the need for an industry Code of Practice, the Water Industry Commission for Scotland (WICS) established an industry-led Working Group which was tasked with developing a Code for the licensed providers in the Scottish market. The CFU consider that the Code of Practice has the potential to deliver improved outcomes for non-domestic consumers – businesses, charities and public sector bodies in Scotland – in terms of service delivery and to act as a driver for greater protections for non-domestic consumers against poor practice.

  7. Briefing for MSPs
    Rob Gowans
    Publication date:
    December 2017

    Citizens Advice Scotland (CAS) welcomes the general principles of the Bill which has the potential to create a new social security system that will make a positive difference for tens of thousands of Scotland’s citizens. There are, however, a number of areas that could be included on the face of the Bill as opposed to being left to regulations and guidance.

  8. Ruth Mendel
    Publication date:
    December 2017

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

    Spotlight:
  9. 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.”

  10. 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.

  11. 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:
  12. Scottish Government consultation
    Rob Gowans
    Publication date:
    September 2017

    Citizens Advice Scotland welcomes the opportunity to respond to the consultation, which builds on the previous consultation on the same subject carried out in 2009. Scotland’s CAB network has expertise in addressing socio-economic inequalities through the provision of independent advice, including income maximisation, benefits and money advice to groups who would be considered a priority in considering how the Socio-Economic Duty might be applied.

  13. Briefing from Citizens Advice Scotland
    Rhiannon Sims
    Publication date:
    September 2017

    Citizens Advice Scotland is calling for a freeze in the roll out of Universal Credit (UC) until serious policy and administrative issues have been addressed, to ensure that the positive principles behind Universal Credit can be achieved.

  14. Scottish Parliament Social Security Committee call for evidence
    Rob Gowans
    Publication date:
    August 2017

     In 2016/17, Scotland’s CAB network provided advice on 94,301 new issues relating to the benefits being devolved, representing 37% of benefits advice given, or 16% of all advice given by Scotland’s citizens advice bureaux in that year. CAS has provided a substantial body of evidence based on CAB clients and advisers’ daily experiences of engaging with the current system, together with their priorities for the new Scottish system.We look forward to continuing to work with the Scottish Parliament and Scottish Government to ensure the new system is fair, equal and responsive with Scotland’s citizens at the heart of it.

  15. Ruth Mendel
    Publication date:
    August 2017

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

    Spotlight:
  16. 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:
  17. 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

     

     

  18. The role of medical evidence in the benefits system
    Rhiannon Sims
    Publication date:
    June 2017

    Our ‘Burden of Proof’ report explores the role that medical evidence plays in assessing ill health and disability benefits, from the perspective of Citizens Advice Bureaux clients, advisers and some of the professionals involved.

  19. Scottish Parliament Local Government and Communities Communities Committee
    Rob Gowans
    Publication date:
    June 2017

    Though not the only driver of homelessness, the past five years have seen a large increase in the number of rent arrears issues dealt with by Scotland’s CAB network. CAS is commencing research to examine the causes and consequences of rent arrears for CAB clients, including those who become homeless as a result. This submission examines CAB data related to homelessness and rent arrears, as well as some of the causes of rent arrears that can lead to evictions and homelessness.

  20. A snapshot of citizens advice bureaux clients
    Publication date:
    June 2017

    Our 5th edition in the 'Who Are You?' series, coming to you in a new format, describes those coming to citizens advice bureaux in Scotland for advice during November 2016.  

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