Publications

Citizens Advice Scotland (CAS) welcomes the opportunity to provide evidence on the Bill. The Bill provides an opportunity to make minor amendments to address issues which have been identified since the passage of the Social Security (Scotland) Act 2018, including making provision for the introduction of the Scottish Child Payment. CAS welcomes the Bill and is broadly content with its provisions, although there are a number of areas that the Committee may wish to consider in its scrutiny.

This report looks at whether there is detriment in the PTD market.

Technical details:
• The survey was designed by Mark Diffley Consultancy and Research Ltd
• Results are based on a survey of 1,050 respondents conducted using the ScotPulse online panel,
• Fieldwork was conducted between 9th and 12th April 2020
• Results are weighted to the Scottish population by gender and age

The survey was commissioned by CAS and carried out and designed by Mark Diffley Consultancy and Research Ltd.

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 responded to the Accountant in Bankruptcy's review of the Bankruptcy and Debt Advice Scotland Act 2014

Citizens Advice Scotland is today publishing a new guide for how organisations can take the public with them when planning new building developments or other activities. Based on joint research carried out with Scottish Water and the Customer Forum, the CAS report captures the components of best practice community engagement, which we believe should be at the centre of organisations’ community engagement policy and practice.