Publications

The Warm Home Discount scheme provides important funding for the short-term relief of fuel poverty. However, a combination of research and evidence from the Citizens Advice network in Scotland has previously found that while the Warm Home Discount is seen as vital by those who receive it, it is not adequately reaching those who need it most. This consultation proposes a number of potentially positive changes to the operation of the Warm Home Discount scheme, alongside a 4-year extension to March 2026.

Over 50,000 pieces of housing advice were given out by the Citizens Advice network in Scotland between April 2020 and March 2021. In 2020-21, housing advice grew as a proportion of all advice, and the types of housing advice people were seeking also changed, compared to 2019-20.

Our statistics suggest the COVID-19 pandemic, its associated restrictions and protective measures brought housing issues to the forefront, as people spent more time within the four walls of their home.

Between December 2020 and March 2021, the Scottish Government consulted on the first draft of new regulations for Adult Disability Payment (ADP). In June 2021, the Scottish Government published their response to this consultation. Citizens Advice Scotland welcomed encouraging signs in the latest government proposals, but CAS is calling for further change to get Adult Disability Payment right for disabled people in Scotland.

This report, the first in a three-part series on UC during the pandemic, covers our clients’ experiences applying for UC and the circumstances that led them to seek advice from CAB. Our research found that, despite UC performing well under the strain of the pandemic in some respects, there is significant need for improvement, with many long-standing issues with its design causing stress, anxiety, and hardship:

• Over 7 in 10 people (72%) found the application process for UC stressful.
• More than a third (36%) encountered at least one problem during the application process, including problems gathering supporting evidence and dealing with UC’s digital-by-default design.
• Nearly 3 in 10 (29%) found it difficult to get information on applying for UC, before they sought help from CAB.
• Almost 1 in 4 (24%) reported that the information they found from DWP on applying for UC was unhelpful.
• Almost half (47%) did not find it easy to contact the DWP.
• Almost half (48%) said they had to borrow or take an advance to get through the five week wait.
• Among clients that borrowed to get them through the five week waiting period, the majority (65%) said they will find it difficult to repay the loan.
• Overall, less than half (41%) were satisfied with the default process of applying for UC, with 14% very dissatisfied.

Our research highlights that difficulties with the application process are disproportionately encountered by older people, disabled people, single parents, and those who are currently unemployed or economically inactive. Making positive changes to these elements would increase the accessibility of social security for all.

The Energy Consumer Commission formed in July 2020. The Commission consists of representatives with a wealth of experience in national consumer advocacy, advice bodies, academia and local groups serving energy consumers in their communities. This consultation response to the Scottish Government’s draft Heat in Building Strategy was written by the Citizens Advice Scotland energy policy team, on behalf of the Energy Consumer Commission.

New independent analysis from Europe Economics has revealed Citizens Advice network is worth up to £245million to Scottish society.

The report considers savings made as a result of CAB clients getting advice and avoiding further adverse consequences – for example having their incomes maximised and avoiding ill health as a result.

This demonstrates the exceptional value of the network to communities across Scotland, and the role we play in making Scotland stronger, fairer and greener.

The full report demonstrates the exceptional value of the network to communities the length and breadth of Scotland and can be found below.

This consultation response surveys the employment issues CAB clients have faced during the pandemic. 

• During COVID-19, employment rose to the third most common advice need across the Citizens Advice Scotland network, with spikes in advice on redundancy and dismissal.
• Many frontline low paid workers have seen their working conditions worsen as a result of insecure contracts and fire and hire tactics during the pandemic. Better pay and conditions for these essential roles must be a cornerstone of the recovery, valuing their contribution by allowing workers a decent standard of living, financial resilience, and job security. Moreover, higher wages offer more disposable income to be spent in local communities, supporting demand.
• The pandemic has raised the cost of living for those on low-pay, with the extra time spent at home leading to increased food and utilities bills. Workers receiving the National Living Wage (NLW) still face budgeting struggles, through a combination of high costs, low wages, and limited and unpredictable social security support.
• CAB cases show evidence of employers in low-paid sectors being non-compliant in other areas, even if they are paid NLW or higher, including unpaid holiday and sick pay. Much of this non-compliance has taken place within the furlough scheme, making it harder for workers to determine how their employment rights are being breached.
• The pandemic and Brexit have hit tourism and hospitality particularly hard, where many roles will be low-paid. Brexit is also having an additional impact on EU nationals who advisers tell us may now face difficulties accessing social security they are entitled to.
• We warmly welcome the decision to lower the age threshold of the NLW and would recommend that in future different rates for different ages are abolished altogether.
• We also welcome the increase to NLW and other minimum rates but hope they can be raised further to at least meet the level of the independently-calculated voluntary Living Wage.
• The Government’s recommitment to a single enforcement body is to be welcomed, but this work must be prioritised and well-funded in order to achieve its aims.

This report, based on qualitative research carried out by Progressive Partnership Ltd during Autumn 2020, explores the issues experienced by vulnerable groups accessing postal services in Scotland. The report also examines the impact of COVID on postal services and makes recommendations based on the research findings.

An executive summary of our findings is available below, along with the full report. 

Scotland’s Citizens Advice network empowers people in every corner of Scotland through our local bureaux and national services by providing free, confidential, and independent advice. We use peoples’ real-life experiences to influence policy and drive positive change. We are on the side of people in Scotland who need help, and we change lives for the better.

Our 2021/22 Impact work plan outlines the areas where we will be working to secure changes on behalf of our network’s clients. It has been drawn together following extensive analysis of advice data and consultative workshops with representatives from the network to identify significant trends and areas of concern.