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Our 2015 Annual Review
Sheffield Citizens Advice Annual Review 2014/15 Tackling poverty and campaigning for social justice Our year Welcome to the Sheffield Citizens Advice Annual Review for 2014/15. This has been our first full year of operation, during which we have made considerable progress towards realising the Our advice benefits of bringing Sheffield’s advice services together in services one organisation. helped We helped over 20,000 people in 2014/15. 19,833 We have introduced new services, including providing advice at foodbanks, and the new Pension Wise service which we provide people across South Yorkshire. with We have contributed to campaigns and social policy: > Our report about benefits sanctions led to a parliamentary debate 62,484 as part of the growing campaign for the sanctions regime to be issues changed; > Our general election briefing set out some important issues for candidates and the new Government; > Our investigation into personal independence payment highlighted unfair rules affecting terminally ill people, for which a change to the law is being sought. Our mental We have also helped to refresh Sheffield’s strategy for tackling health poverty and are contributing to the Fair City campaign. We are joining advocacy forces with Citizens Advice in England’s other major cities, to make the case for advice services and to work together on campaigns. service helped We have a great workforce, many of whom we have featured on the cover of this report. 827 We have made important changes to our paid workforce, so that we now have a single unified management and staff structure, with people common pay, terms and conditions. -
On the Front Row
The Consumer Voice in Europe ON THE FRONT ROW Consumer organisations’ work to support consumers in the COVID-19 crisis and the fight against unfair practices Team redress & enforcement – [email protected] BUREAU EUROPEEN DES UNIONS DE CONSOMMATEURS AISBL | DER EUROPÄISCHE VERBRAUCHERVERBAND Rue d’Arlon 80, B-1040 Brussels • Tel. +32 (0)2 743 15 90 • www.twitter.com/beuc • www.beuc.eu EC register for interest representatives: identification number 9505781573-45 Co-funded by the European Union Ref: BEUC-X-2020-099 – 19/10/2020 1 About this report The COVID-19 outbreak has been disrupting many aspects of our daily lives. From a consumer protection point of view, the pandemic has served as a large-scale stress test showing the fragility of consumer rules in times of crisis and the capacity of authorities to enforce the law under critical pressure. This report takes stock of the actions conducted by consumer organisations across Europe and draws some preliminary conclusions on the enforcement of consumer rights in time of COVID-19. This report points out the strong resilience of consumer organisations during the crisis as well as their capacity to quickly adapt to new circumstances. Ultimately, this report makes it clear that the COVID-19 crisis requires joint and coordinated efforts from consumer organisations and authorities acting together to protect the rights of consumers. Table of Contents: 1. The COVID-19 pandemic as “stress test” for consumer protection rules ........ 2 2. Key features of COVID-19 scams and unfair practices .................................... 3 3. BEUC’s actions at the EU level ........................................................................ 4 3.1. -
Climate Change Accountability
CLIMATE CHANGE ACCOUNTABILITY YOUNG FABIANS ENVIRONMENT NETWORK COP26 REPORT Revealing How to Improve Transparency, Assign Responsibility & Implement Science-Backed Solutions to Solve the Climate Crisis Foreword by Matthew Pennycook MP Edited by Jack Parker, Cecilia Jastrzembska & Laura Cunliffe-Hall © 2020 Young Fabians Climate Change Accountability First published September 2020. Launched at Labour Connected 2020. All rights reserved. No part of this publication may be reproduced, distributed, or transmitted in any form or by any means, including photocopying, recording, or other electronic or mechanical methods, without the prior writ- ten permission of the publisher or editor, except in the case of brief quotations embodied in critical reviews and certain other non-commercial uses permitted by copyright law, where the source of information is acknowledged as this publication. Please send a copy of the document in which this publication is used or quoted to the publisher and editor. For permission requests, write to the publisher or editor, addressed “Attention: Permissions Coordinator”. Like all publications of the Fabian Society, this report represents not the collective views of the Society, nor nec- essarily the views of the editors nor the writers of the forewords, but only the views of the individual writers. The responsibility of the Society is limited to approving its publications as worthy of consideration within the Labour movement. Typeset and Cover Design: Robin Wilde: https://robinwilde.me. The editors would like to thank Labour Party Graphic Designers for putting them in touch with Robin. The moral rights of the author have been asserted. British Library Cataloguing in Publication data. A catalogue record for this book is available from the British Li- brary. -
Our Aims and Principles the Principles of CAB Advice How CAB Advisers Can Help
Our aims and principles The Citizens Advice service aims: • To provide the advice people need for the problems they face. • To improve the policies and practices that affect people’s lives. The service provides free, independent, confidential and impartial advice to everyone on their rights and responsibilities. It values diversity, promotes equality and challenges discrimination. The principles of CAB advice Independent – we will always act in the interests of our clients, without influence from any outside bodies. Impartial – we don’t judge our clients or make assumptions about them. Our service is open to everyone, and we treat everyone equally. Confidential – we won’t pass on anything a client tells us – or even the fact that they’ve visited us – without their permission. Free – no-one has to pay for any part of the service we provide. Top five CAB client problems in 2009/10 (England and Wales) • Debt (2,374,000) • Benefits and tax credits (2,074,000) • Employment (586,000) • Housing (468,000) • Relationships and family (333,000) How CAB advisers can help There are a number of different ways that CAB advisers can help people to resolve a problem. Advisers don’t tell clients what to do, but explain their options and the possible outcomes of different courses of action. Clients are encouraged to make their own decisions and act on their own behalf. We enable clients to manage their own problems by focusing on their needs as individuals. CAB advisers, most of whom are trained volunteers can: • interview clients face-to-face and by phone -
Scottish Expert Panel for the Collaborative Economy Participation: Consumers, Providers, Business & Digital Skills
Scottish Expert Panel for the Collaborative Economy briefing - Citizens Advice Scotland Scottish Expert Panel for the Collaborative Economy Participation: Consumers, Providers, Business & Digital Skills Written briefing from Citizens Advice Scotland Citizens Advice Scotland (CAS), our 61 member Citizen Advice Bureaux (CAB), the Citizen Advice consumer helpline, and the Extra Help Unit, form Scotland’s largest independent advice network. Advice provided by our service is free, independent, confidential, impartial and available to everyone. Our self- help website Advice for Scotland provides information on rights and helps people solve their problems. In 2015/16 the Citizens Advice network in Scotland helped over 310,000 clients in Scotland alone and dealt with over one million advice issues. With support from the network clients had financial gains of over £120 million and our Scottish self-help website Advice for Scotland received over 4 million unique page views. Introduction CAS welcomes the opportunity to provide evidence to the Scottish Expert Panel for the Collaborative Economy. The benefits to consumers and to the economy of the collaborative economy are potentially significant, although it is important that protections are in place to ensure that consumers, providers and workers do not suffer from any poor practice or policies. In this initial briefing, we provide high level evidence on the consumer experience of aspects of the collaborative economy as collated by citizens advice bureaux and the Citizens Advice Consumer Helpline. Due to the nature of advice provision, evidence from the CAB network predominantly focuses on problems that consumers experience in any sector. This briefing therefore focuses on consumer protection and the types of problems that people can experience in the collaborative economy – whether they are consumers, providers or workers. -
Computer Applications in Social Work and Allied Professions
Computer Applications in Social Work and Allied Professions VOLUME 3 NUMBER 4 AUTUMN 1987 Using Computers to Plan Services for People with a Mental Handicap David Columbi's Personal Computer Odyssey Computer System Development in Lothian Computers in the Dutch Social Services Obtaining Extra Staff Using ' Special Funding Measures PLUS Abstracts of over 130 papers which will feature during the HUSITA Convention CASW ISSN No. 0267 1980 1 Up-Front Advertising Address Planning for progress. CASW 3 A Micro-Menu for Macro Planning PO Box 52 Sheila Clark details the use of computers in planning services for people Stourbridge with a mental handicap in Hampshire. DY8 3NN United Kingdom 8 A Computer Odyssey David Columbi is wondering why everyone keeps telling him to get an TEL: 021 356 6911 (ext. 303/301). Amstrad. 11 Resourcing Computer Development Editorial Address Peter Ashe describes the Lothian Social Work Department approach to developing computer systems. Dept. of Social Work Studies, 15 Computers in Dutch Social Services The University of Southampton, Hein de Graaf considers the possible 'collision' when information S09 5NH. technology meets the social services. TEL: 0703 559122 ext. 3536/2576 20 Soft but not Squidgy Stuart Montgomery relates how Swathclyde Social Work Department Subscription Rates have obtained extra staff resources by using special funding measures. (This Volume) 24 CASW Reviews UK The usual mix of software, book and periodical reviews featuring a first Personal £8.00 per annum look at the new Aspect Relational Database -
The Impact of Unfair Commercial Practices on Competition in the EU Passenger Transport Sector, in Particular Air Transport
STUDY Requested by the ECON committee The Impact of Unfair Commercial Practices on Competition in the EU Passenger Transport Sector, in particular Air Transport Policy Department for Economic, Scientific and Quality of Life Policies Directorate-General for Internal Policies Authors: F. SCIAUDONE, K. NOTI, H. SCHEBESTA, F. MORETTI, M. PIANTONI, R. ARANCIO EN PE 642.381 - April 2020 The Impact of Unfair Commercial Practices on Competition in the EU Passenger Transport Sector, in particular Air Transport Abstract The study aims at identifying and analysing the unfair commercial and trading practices in passenger air transport that not only are detrimental to consumers, but which can also distort competition in the Single Market. The study analyses the main air carrier business models and price patterns, as well as the decisions adopted by the national competent authorities with regard to unfair commercial practices and predatory pricing. This document was provided by Policy Department A at the request of the ECON Committee. This document was requested by the European Parliament's Committee on Economic and Monetary Affairs. AUTHORS Francesco SCIAUDONE, Grimaldi Studio Legale; Kletia NOTI, Grimaldi Studio Legale; Hanna SCHEBESTA, Blue & Stars Legal Research; Francesca MORETTI, Grimaldi Studio Legale; Martina PIANTONI, Grimaldi Studio Legale; Rosaria ARANCIO, Grimaldi Studio Legale ADMINISTRATOR RESPONSIBLE Radostina PARENTI EDITORIAL ASSISTANT Janetta CUJKOVA LINGUISTIC VERSIONS Original: EN ABOUT THE EDITOR Policy departments provide in-house -
Stalling the Switch 5 Barriers When Consumers Change Energy Suppliers
This publication is part of an activity which has received funding under an operating grant from the European Union’s Consumer Programme. Stalling the switch 5 barriers when consumers change energy suppliers Published in September 2017 by BEUC, Brussels, Belgium. The European Consumer Organisation Bureau Européen des Unions de Consommateurs Europäischer Verbraucherverband Rue d’Arlon, 80 Bte 1, B - 1040 Bruxelles The content of this publication represents the views of the author only and it is his/her sole responsibility; it cannot be considered to reflect the views of the European Commission and/or the Consumers, Health, Agriculture and Food Executive Agency or any other body of the European Union. The European Commission and the Agency do not accept any responsibility for use that may be made of the information it contains. The Consumer Voice in Europe The Consumer Voice in Europe Introduction The ability to switch energy suppliers is a basic need for consumers in a functioning energy mar- ket. The more consumers switch, the more suppliers will try to lower their prices, in turn leading to greater savings potential for consumers and increasing competition. Across Europe, consumers can on average save between €29 and €389 per year if they look for 1 BARRIER #2 a better deal elsewhere , which is the equivalent of somewhere between a restaurant dinner and Aggressive selling practices a flashy new laptop. In most EU countries, the potential saving on average is around €100 per year.2 Yet despite all these advantages, switching rates in the energy market are generally low. Only seven EU countries have a switching rate above 10%. -
An Introduction to Volunteering with Citizens Advice Knowsley
An Introduction to Volunteering with Citizens Advice Knowsley This booklet is divided into 5 sections: 1. Overview of the Citizens Advice service page 2 - 13 Introduction Aims and Principles Structure of the Citizen’s Advice Service Valuing difference and providing equal opportunities Campaigns and Research Campaigning 2. About Citizens Advice Knowsley page 14 - 18 Key facts Graphs detailing client problems, new clients, gateway approach 3. Training and development page 19 - 24 Support and supervision Minimum commitment and attendance requirements Resolving problems Attitudes and awareness 4. Volunteer roles page 25 - 30 Citizens Advice volunteering – the facts 5. Assessment days page 31 1 Overview of the Citizens Advice Service * The Citizens Advice service provides advice to any member of the public who needs help to solve a problem on any issue they’re facing. The Citizens Advice service has a network of around 300 member Citizens Advice offices and 23,000 volunteers, delivering advice services from over 2,600 outreach centers. We provide advice face-to-face, over the phone and through digital channels. We act as one service, with one vision, yet we are also rooted in each and every community across England and Wales. In 2016/17 our network saw 2.7 million people with 6.3 million issues. Our 2014 national research into the outcomes and impact of our advice demonstrated that at least two out of three clients who seek our help will have their problem partly or completely solved. From 2012, we have had responsibility for the Consumer Direct telephone service, now known as the Citizens Advice consumer service On 1 April 2015, Citizens Advice took over responsibility for the Witness Service from Victim Support. -
Enquiry Into Advice Services in France, Germany, the Netherlands
Lisa Webley & Sylvie Bacquet A REVIEW OF HOW OTHER COUNTRIES PROVIDE INFORMATION AND ADVICE TO THE VULNERABLE ON CONSUMER AND SOCIAL ISSUES REPORT TO THE DTI MAY 2006 SYLVIE BACQUET & LISA WEBLEY EMAIL: [email protected]; [email protected] UNIVERSITY OF WESTMINSTER SCHOOL OF LAW 4 LITTLE TITCHFIELD STREET LONDON W1W 7FW TEL: 020 7911 5000 FAX: 020 7911 5821 Electronic copy available at: http://ssrn.com/abstract=1337739 Sylvie Bacquet & Lisa Webley CONTENTS INTRODUCTION & METHOD ........................................................................................................... 3 FRANCE ...................................................................................................................................... 4 GERMANY.................................................................................................................................. 17 SWEDEN.................................................................................................................................... 28 THE NETHERLANDS ................................................................................................................... 40 COMPARISONS & CONCLUSIONS ................................................................................................ 50 BIBLIOGRAPHY .......................................................................................................................... 55 2 Electronic copy available at: http://ssrn.com/abstract=1337739 Sylvie Bacquet & Lisa Webley INTRODUCTION & METHOD As part of the Comprehensive -
Reducing Expenditure
1 Consumer Education Secondary ticketing resource ©2015 Citizens Advice 2 This workbook has been produced by the Citizens Advice Consumer Strategy team. Although care has been taken to ensure the accuracy, completeness and reliability of the information provided, Citizens Advice assumes no responsibility. The user of the information agrees that the information is subject to change without notice. To the extent permitted by law, Citizens Advice excludes all liability for any claim, loss, demands or damages of any kind whatsoever (whether such claims, loss, demands or damages were foreseeable, known or otherwise) arising out of or in connection with the drafting, accuracy and/or its interpretation, including without limitation, indirect or consequential loss or damage and whether arising in tort (including negligence), contract or otherwise. Copyright © 2015 Citizens Advice All rights reserved. Any reproduction of part or all of the contents in any form is prohibited except with the express written permission of Citizens Advice. Examples of newspaper articles and video clips sources have been referenced in the Appendix. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux, Charity registration number 279057, VAT number 726020276, Company Limited by Guarantee, Registered number 1436945 England. Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate Street, London, EC1A 4HD ©2015 Citizens Advice 3 Guidelines The Aim of this session is to introduce the changes the Consumer Rights Act brings to rules for secondary ticketing sites (and sales) and how consumers can make an informed purchase. Objectives are: To raise awareness of what information the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act require consumers to be given about secondary ticketing sales; To make informed choices. -
Flipping the Narrative
FLIPPING THE NARRATIVE Essays on transformation from the sector’s boldest voices Featuring Alex Fox, Anni Rowland-Campbell, Charlie Leadbeater, Clare Thomas, Danny Kruger, Darren Murinas, Debbie Pippard, Javed Khan, Jill Halford & Neil Sherlock, Kevin Carey, Maff Potts & Charlie Howard, Mark Atkinson, Neil McInroy, Pat McArdle, Peter Kellner, Sue Bent. NPC – Transforming the charity sector Flipping the narrative | Contents CONTENTS Foreword from Patrick Murray, NPC ................................................................................................................... 3 Setting the scene: Why we need boldness and bravery in these times of change Charles Leadbeater, independent writer, advisor and speaker ...................................................................... 4 Strategy and governance ................................................................................................................................. 7 How we’re building a greater scope for greater impact Mark Atkinson, CEO, Scope ........................................................................................................................... 8 Our work must be person-led, not systems-led Pat McArdle, CEO, Mayday Trust ................................................................................................................ 12 We need brave, in-your-face, hard-headed governance Kevin Carey, Chair, RNIB ............................................................................................................................. 16 Relationship