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We all use energy, post and water services and Citizens Advice Scotland (CAS) is the independent advocate for consumers’ interests in these sectors. We work with governments, regulators and business to put consumers first, designing policy and practice around their needs and aspirations.

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.

In general, CAS welcomes this benefit and the potential improvements for applicants, particularly in terms of a less intrusive, simpler process and faster payment. We also welcome the Scottish Government committing to uprate the benefit annually, as this is an important step that will prevent the benefit further losing value. However, the 'other costs' element of the benefit has been frozen at £700 since 2003 and CAB advisers frequently see clients who cannot afford to provide a dignified funeral for their loved one.

Today the Consumer Futures Unit (CFU) at Citizens Advice Scotland (CAS) is publishing its insight report 'Speaking up: Understanding Fuel Poverty Support Needs' alongside a briefing sheet.

The insight report is based on research carried out in 2017 by Ipsos Mori and Bill Sheldrick. The CFU commissioned the research to explore the characteristics of fuel poor households that may be in the greatest need of support, and the types of support that would benefit them most.  The research included secondary analysis of Scottish Household Survey data as well as qualitative interviews with fuel poor households.

Scotland’s independent consumer advocate has pledged to put consumers first in the regulated industries of energy, water and post. The Consumer Futures Unit of Citizens Advice Scotland has outlined its priorities in its work plan for 2018-19.

In general, passported benefits play an important role in helping people to maximise their income and by providing help to meet specific essential costs that they would otherwise be unable to pay for. The myriad of passported benefits available includes help with the costs of the school day, health costs, legal costs, costs associated with raising babies and young children and the costs of essential utilities amongst others. They also provide vital support for disabled people, in the form of access to the Motability scheme, Blue Badges and concessionary bus travel.

In general, CAS welcomes the introduction of this benefit, and the expansion from the current Sure Start Maternity Grant to include payments at the time of children starting nursery and school where parents will incur additional costs. We also welcome increases to the value of the payment compared with the current system. 

In 2016/17, Scotland’s CAB network advised clients on 1,009 new issues related to the Sure Start Maternity Grant.

An important aspect of access to justice for consumers is to be able to access redress when something goes wrong, and that this redress should be easy to access, free and independent.

This report raises issues around the extent of consumers who would be unable to afford household goods, as well as a lack of awareness of consumers of different affordable options that are available to them. This research therefore expanded to look at the wider issues of the affordability of household goods and the different options in accessing them, as well as focusing on the rent-to-own sector.

This research also explore the consumers experience of the rent-to-own sector as CAB research and evidence had suggested that this was a growing area of consumer concern. The research found positive and negative aspects of the sector and makes recommendations for future change.

Our 6th edition in the 'Who Are You?' series describes those coming to citizens advice bureaux in Scotland for advice during November 2017.