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Publication date:March 2018The Consumer Futures Unit has provided feedback on the proposed Revision of the European Commission's Drinking Water Directive (Recast 2017).
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Publication date:February 2018The Consumer Futures Unit has responded to the European Commission’s consultation on how risks arising from pharmaceuticals in the environment should be addressed.
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Publication date:February 2018It is an appropriate time for the Scottish Government to be considering and consulting on Local Heat and Energy Efficiency Strategies and the regulation of district heating. Both Scottish and UK Governments expect growth in the number of district heating schemes and for the technology to play a significant part in the decarbonisation process.
Overall, there is a growing body of evidence of consumer detriment when district heating protections are not consistent, and strengthening protections now should forestall wider negative experiences as the sector grows.
Recent CFU research highlighted the pressing need for, and possibility of, consumer protection in a Scottish context, which is set out in the response below.
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Publication date:February 2018The 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.
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Publication date:February 2018The 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.
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Consumer Futures Unit ResponsePublication date:February 2018Spotlight: -
Publication date:January 2018Following 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.
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Publication date:January 2018The 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.
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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.”
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The scale of Scottish surcharging and possible solutionsPublication date:December 2017The Consumer Futures Unit (CFU) undertook extensive research to get to the root of the frustrating surcharges consumers face in parts of Scotland. This report summarises the findings, and makes recommendations for possible solutions.
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Lessons learned for effective public sector engagement with flood risk communitiesPublication date:November 2017The 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.
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Information leafletPublication date:October 2017The Consumer Futures Unit at Citizens Advice Scotland has developed a leaflet for those in receipt of benefits that clarifies what they are due to pay for water and sewerage charges, and includes any exemptions, discounts and reductions they may be due.
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Publication date:October 2017Today 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.
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Publication date:October 2017The 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 research into consumer views on Scotland's Energy Efficiency Programme, and incentivising energy efficiency improvements in the owner-occupied sector.
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Publication date:September 2017The 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.
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Publication date:June 2017Up and down the country, decisions are taken every year that affect us as consumers of energy, post and water. These can be anything from new laws, to choices made by private companies. A wide variety of interests and priorities are considered by these decision makers, who range from businesses and political parties to government officials and regulators.
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Publication date:June 2017The Consumer Futures Unit's inaugural consumer tracker survey reveals some of the experiences and habits of consumers of energy, post and water services in Scotland.
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Publication date:June 2017Our Energy Advice in Detail report analyses the energy issues upon which Citizens Advice Service clients in Scotland sought help in 2015-16, and places these issues within the wider policy context. Issues were raised through the following three services:
- 23,237 new energy issues brought by clients through the 61 Citizens Advice Bureaux across Scotland, an increase of 5% from 2014-15.
- 4,210 calls from Scotland to the Citizens Advice Consumer Service-a decrease of 12% from 2014-15.
- 1,163 vulnerable consumers in Scotland supported by the Extra Help Unit, almost identical to the number in 2014-15.
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Research into support for people reliant on private water suppliesPublication date:June 2017
The Consumer Futures Unit of Citizens Advice Scotland is inviting tenders for research into the provision of an adequate system of support for people reliant on private water supplies.
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Research on face-to-face actions to help consumers in fuel poverty in ScotlandPublication date:June 2017Facing 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.
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Stressed About Debt? High costs of energy, food and fuel mean that many people are finding it impossible to keep up, worrying about debt or falling behind on bills. The Citizens Advice network in Scotland is here for you, with free, confidential and impartial advice in a variety of ways.