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Spotlight on: Consumer Futures Unit


  1. 16 Jun 2017

    Scotland’s leading consumer agency has pledged to make sure the voice of Scotland’s consumers informs policy and practice in the three big regulated industries in Scotland – the energy, water and postal services. 

  2. 26 May 2017

    The Consumer Futures Unit of Citizens Advice Scotland is today calling for greater protection for consumers in Scotland who use ‘district heating’ schemes. 

  3. 2 May 2017

    Today the Water Industry Commission for Scotland (WICS), the Consumer Futures Unit (CFU) of Citizens Advice Scotland (CAS) and Scottish Water signed an agreement to establish the next Customer Forum for Water (the Forum). It will be responsible for ensuring the interests of customers and communities are embedded in the forthcoming Strategic Review of Charges 2021-27 (SRC) which sets prices and levels of service for Scottish Water.


  1. 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. 

  2. Publication date: June 2017

    The Consumer Futures Unit at Citizens Advice Scotland has published its work plan for 2017-18. 

  3. Jamie Stewart

    Publication date: June 2017

    “We welcome the production of an energy strategy which draws together all aspects of energy production and consumption, and presents a whole system view. 

    We also welcome the ambition of the strategy to deliver targets such as an all energy target for the equivalent of 50% of Scotland’s heat, transport and electricity to be supplied from renewable sources by 2030. However given the significant role that consumers are likely to play in achieving these targets, the impacts upon consumers must be central to proposals and policies set out in the final energy strategy.

    Consumers will be especially important in the delivery of low carbon heating in Scotland’s domestic buildings. Given the uptake of renewable heating systems in Scotland has been relatively low to date, the affordability and understanding of consumer behaviour in new policies must be carefully considered moving forward.

    Currently those who live off the gas grid and often rely on expensive electric heating suffer from the highest rates of fuel poverty. The transition to low carbon heating systems and a low carbon energy system more widely, must ensure that these households are supported as a priority.

    As highlighted as a key theme in the strategy, the energy transition must be stable and managed and consider the needs of all consumers in Scotland.”  

  4. 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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