Publications

196,000 people in Scotland are not connected to the public water supply, and rely on a private supply for drinking water. Water quality in private supplies can be poor. Those responsible for the supply must cover the full burden and cost of ensuring that they are treated, monitored, and maintained correctly. The majority of private supplies are rural or remote rural.

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. 

CAS is publishing its Market Pulse report which has tracked the attitudes of consumers in Scotland over three years on a range of issues, finding 

• 12 per cent of consumers rating their bills as unaffordable 
• A fall in consumers using the traditional Big Six suppliers with consumers moving to smaller suppliers, often because of lower prices
• A decrease in people using electricity to heat their homes and an increase in people using gas, laying out the challenges in the energy market as policy makers move to decarbonise heat and meet climate emissions targets
• Almost half of consumers could qualify for extra support through the Priority Service Register – but only a quarter of consumers are actually enrolled. 

The report is available for download below. The data is also available on request. 

The Scottish Campaign on Rights to Social Security (SCoRSS) is a coalition of organisations who advocate for a reformed social security system that reflects the five principles set out in our Principles for Change. SCoRSS (previously the Scottish Campaign on Welfare Reform) encompasses over 40 organisations from key third sector organisations, charities, faith groups, and unions. 

Citizens Advice Scotland recommends the draft regulations are amended to change or clarify a number of areas to improve the social security support provided to disabled children and young people.

This is the Annual Report for Citizens Advice Scotland for the 2018-19 financial year.

This is CAS' response to the Economy, Energy and Fair Work Committee's call for view on local energy and electric vehicles, as part of their Energy Inquiry. CAS acknowledges the central role that locally-owned energy and electric vehicles have to play in the transition to low carbon, in line with climate change targets but we emphasise the need to protect consumers in the transition from unaffordably high fuel bills, scams and lack of redress, especially those who are vulnerable to these changes.

CAS responded and gave evidence to the Inquiry on Protected Trust Deeds.