Publications

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.

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.

“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.”

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

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.

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.

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.

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