Publications

Regulation of Scotland’s non-household water market is seeking to move service providers towards operating ‘ethically’. This will better ensure that the market consistently delivers benefits in a way that protects users’ trust and confidence, and safeguards the market’s reputation.

Some licensed providers choose to operate using the services offered by third party intermediaries (TPIs), which are unregulated. 

CAS is of the view that the application of ethical behaviour should apply across the supply chain to ensure positive outcomes for all non-household customers, no matter who they do business with.

Issue of 4 of the Citizens Advice network in Scotland magazine.

Citizens Advice Scotland gathers information from Citizens Advice Bureaux and our online advice website.

Throughout March 2020, the Scottish Citizens Advice network saw substantial changes in the types of advice sought and the ways people accessed that advice as a result of the coronavirus outbreak.

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. 

Issue of 1 of the Citizens Advice network in Scotland magazine

Today Citizens Advice Scotland is publishing our latest report ‘Pylons, Pipes and People: Energy networks in Scotland and their changing role with consumers’.

In late 2017 we commissioned the Centre for Sustainable Energy (CSE) and Changeworks to undertake a research study into the energy distribution network companies operating in Scotland. This study’s particular focus was to explore how these companies currently support consumers and how their role in Scotland can and should change to ensure that consumers, and particularly vulnerable consumers, are most effectively supported as our energy system transforms.

This report contains the findings from research on Consumer Confidence and Understanding, conducted by Ipsos MORI, on behalf of Citizens Advice Scotland (CAS).

The research comprised a survey of 1,004 consumers in Scotland (aged 16 and over), carried out between 7 and 20 March 2016. The specific issues covered were: experience of consumer problems and complaints; awareness and expectations of consumer organisations; awareness and perceptions of CAS; and experiences of using CAS services.