Publications and Reports

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2010

Annual Report and Accounts – 26 July

The Coalition Government wants the UK to be the best place in the world for business. We believe that this goes hand in hand with the UK being the best place in the world to be a consumer. Achieving a better balance across the economy between the interests of consumers and the companies from which they buy goods will help boost spending and economic growth. We will also work to ensure that public services are responsive to the needs of consumers across the UK. Consumers are best protected when they are in a position to look after themselves and empowering all consumers lies at the heart of what we do. Some vulnerable consumers need special help and we will continue to provide practical assistance to those in need who are most likely to suffer most in times of austerity.

Among our achievements described in the report:

We supported over 7,000 vulnerable consumers; keeping them connected to their energy supply and recovering more than £880,000 for them
The Office of Fair Trading response to our Cash ISA super-complaint will save consumers at least £15 million each year
Royal Mail acted on our report that millions of consumers received ‘sorry you were out cards’ when in fact they were at home
A powerful report from Consumer Focus Wales led to action to prevent a repeat of the tragic outbreak of E.coli O157
Consumer Focus Scotland’s commitment to civil justice reform paid off with proposals for a stronger administrative justice system

For the full list and a detailed review of our work see our Consumer Focus Annual Report and Accounts (2009-10) (PDF 6MB) . You can also download the two sections separately (Review section (PDF 1.4MB) or Accounts section (PDF 3.4MB).

Cutting back, cutting down, cutting off – 16 July

Cutting back, cutting down, cutting off (PDF 878KB) is the biggest ever study of prepayment meter (PPM) energy customers. It shows that around one in six pre-pay households, or up to 1.4m people, are living in homes that have cut off their own energy supply in the last year.The findings are particularly worrying as almost half of households that disconnect their energy are home to someone with an illness or disability, and two in five are home to children under 16.Furthermore, almost half of people who cut themselves off say it happens more in winter, when people most need to keep themselves warm. The Consultancy recommendations to Consumer Focus (PDF 7MB) is also available. Cliciwch yma i Cynilo, cwtogi, datgysylltu.

Rethinking financial services – 28 June

Our Focus on Finance seminars helped us develop our policy on promoting the interests of consumers in the fnancial services market, to provide challenges to current thinking and stimulate new ideas. The work has provided a basis from which to develop our consumer agenda and guide our work in the future. Given the history of failings in the fnancial services market, we believe that this is a vital area of work. Our Rethinking financial services (PDF 1.7MB) review contains the speeches and key discussion points and outputs from the seminars.

On the margins – 9 June 2010

For most people, running their lives without a bank account would be unthinkable, yet nearly a million adults in Britain have to cope without one, living almost entirely in the cash economy. On the margins (PDF 872KB), our new report, explores the experience of some of the most vulnerable individuals in 21^st century Britain and why they do not have even basic bank accounts - and as a consequence miss out on the benefits many of us take for granted. A Summary (PDF 297KB) version is also available.

Fuelling homes: gas and electricity costs to householders – 24 May

Consumer Focus understands the intricacies of the energy market and using an averaged methodology based on the spread of company hedging strategies from the Ofgem wholesale-retail quarterly reports, has previously accused suppliers (June 2009 onwards) of not passing on the falls in the wholesale price of energy, thus benefiting at consumers’ expense. As the spread of hedging strategies are just that – a spread – and the detail of them is shrouded in commercial secrecy, any analysis is naturally open to challenge.

We commissioned respected consultants Cornwall Energy to analyse a breakdown of all the elements which feed into consumers’ bills and compare the numbers to ones ascertained several years ago. All these cost drivers were then compared (often generously to the industry) to actual expenditure by consumers, with startling results. Find out more in our report Fuelling homes: gas and electricity costs to householders (PDF 1.1MB).

2008/2009 report on the Guaranteed Standards of Performance for electricity distribution – 10 May

Consumer Focus believes that the Guaranteed Standards of Performance continue to be a useful yardstick with which to measure the performance of Distribution Network Operators (DNOs) in England, Scotland and Wales. As DNOs operate regional monopolies, the Guaranteed Standards are a necessary part of the regulatory regime. In 2008/09, there was a 42 per cent increase in the number of payments made by DNOs against the Guaranteed Standards. Consumer Focus is concerned by this increase in payments, especially the high frequency of payments made under GS2, the Guaranteed Standard that stipulates that in normal weather conditions the DNO must reconnect supply within 18 hours. Consumer Focus will maintain a vigilant eye as to whether this increase is the beginning of an upward trend. Consumer Focus 2008-09 report on the Guaranteed Standards of Performance for Electricity Distribution

Please note that some DNOs requested amendments to a draft version of this report. Information relating to the voluntary payments by CN East and CN West and the related text above table 29 has been amended accordingly (changes effective as of 11/06/2010).

Annual Plan (2010/11) – 1 April

Consumer Focus exists to improve the lives and experiences of consumers, especially those who are most vulnerable. Launched on 1 April, our Annual Plan 2010/11 (pdf 774 kb) shows where we will focus our efforts to use our resources effectively and achieve a positive impact for consumers in a very challenging year.

Cliciwch yma i weld fersiwn Gymraeg y ddogfen

Making a Charter work for jobseekers – 23 March
Consumer research on the DWP customer charter

Our new report looks at how useful the DWP Customer Charter is for jobseekers and whether they felt it had the right elements to help support them back into work. We found jobseekers didn’t feel it provided the key commitments they needed as jobseekers, such as a helping them find appropriate work.

We believe there needs to be a specific customer charter for jobseekers which clearly lays out the levels of service they can expect as well as what is expected of them. It should also provide details for customers on how to hold the service to account when things go wrong. The report is in three sections:

Working together to end fuel poverty – 17 March
Fuel Poverty Charter

A major coalition of anti-poverty, energy, environmental and health campaigning organisations has produced a Fuel Poverty Charter (PDF 562KB) including measures needed to eradicate the scandal of fuel poverty. The campaigners are calling for the UK Government and political parties to commit to making all fuel poor homes as energy efficient as a home built today.

Broadband minded? – 9 March
Overcoming consumers’ barriers to internet access

Current Government policy, set out in the Digital Britain strategy, includes ‘universal access to today’s broadband by 2012’. Aside from physical availability, the common conception is that money, or lack of it, is the main barrier to taking up internet access at home, especially for low income consumers.

However, research in this area has offered clues that money is not the only factor stopping consumers engaging with the internet. So Government and business may need to change their approach. Consumer Focus investigated further, asking low income consumers about their attitudes to broadband and what motivates them to get it. See our report Broadband Minded (pdf 413KB) for more information.

What’s the deal? – 1 March
Energy suppliers’ social tariffs and rebates

Our new report What’s the deal? warns that, despite exceeding their 2008-09 commitments, energy suppliers could fail to meet their obligations to help their poorest customers this year unless they invest more in social tariffs or price discounts.

The report shows that in 2008–09 the Big Six energy firms exceeded their agreement with the UK Government to provide social packages worth a combined £100m.

Time to change the tune – 24 February
Consumer research briefing on copyright

Three out of four (73%) of us don’t know what we are allowed to copy or record, according to our resarch. We’ve called on the UK Government to reform the UK’s outdated copyright law before the laws lose all credibility. Find out more in our report – Time to change the tune.

How was it for you? – 4 February
Consumer engagement in the post office closure programme

In May 2007, the Government announced that Post Office Ltd (POL) would close 2,500 post offices, and establish 500 new outreach services. The closure programme was part of a wider package designed to restructure the post office network and return it to a stable financial footing. Our report ‘How was it for you?‘ looks at the consumer experience of the post office closure programme.

Cliciwch yma i weld fersiwn Gymraeg y ddogfen

Opportunity knocks – 1 January
Providing alternative banking solutions for low-income consumers at the Post Office

The banking crisis has undermined consumer confidence in High Street banks, and prompted a growing interest in the potential of the Post Office network to offer the antidote by acting as a ‘neighbourhood bank’. Low-income consumers in particular are poorly served by the UK’s banking system. The Post Office would be well placed to offer a range of social banking products that better meet the needs of this group as part of any wider move into financial services. Our report, Opportunity knocks, looks at the needs of low-income consumers in relation to banking products; and considers whether the Post Office might be better placed than other providers to meet these needs as part of its wider move into financial services. The detailed ICM report on banking for low income consumers at the Post Office is also available.

Cliciwch yma i weld fersiwn Gymraeg y ddogfen

2009

Consumer Conditions Survey – 18 December

A total of 5,862 telephone interviews were conducted across the UK in March and April 2009 by Ipsos MORI on behalf of Consumer Focus. The Consumer Conditions Survey is the only piece of research and analysis in the UK which gathers consumer perceptions of market conditions on such an extensive scale and in such a detailed and systematic manner.

Evaluating the quality of service and product advice in Crown and privately managed Post Offices – 17 December

A Post Office mystery shopping study to investigate the quality of service and product advice given at privately managed and Crown Post Office branches, to track changes over time and to assess the impact the completion of the Network Change Programme has had, particularly on queues. Where possible, there was a requirement to assess whether the improvements made to certain branches has had any effect on service quality.

Postal omnibus – 14 December

This Postal omnibus is beginning of a greater body of research Consumer Focus will undertake in the near future into consumer perceptions of postal services.

Pocket shopping – 14 December
International consumer experiences of buying goods and services on their mobile phones

Mobile commerce has the potential to offer consumers the benefit of reaching goods and services anywhere and at any time, where mobile services are available, using a pocket size handset. However, as our Pocket shopping report shows, it also poses risks that have to be addressed to ensure consumer protection in the new market. The Pocket shopping annexes are also available.

Does Directgov deliver? – 3 December
Join the debate on the UK’s digital public services

With more and more consumers using the internet for services and information, Consumer Focus is calling for a fresh debate on how to put consumers at the heart of Directgov, the Government’s central online portal. With our discussion paper ‘Does Directgov deliver?’, we question whether the Government delivers on its promise to ‘provide information and online services for the public all in one place’.

The paper provides a new analysis of the portal’s structure, usability, functionality and content as well as suggestions for rethinking key aspects and areas of the website. Join the discussion and contribute suggestions at http://directgov.consumerfocuslabs.org.

At the centre
Finding the Plus for unemployed people during the recession – 13 November

Consumer Focus undertook research to determine how effectively customers are being served by Jobcentre Plus in the recession. As a consumer watchdog we sought to assess how effectively the service was managing under this pressure and how embedded the consumer experience was in the delivery of the service. Read our full report At the centre or read a summary of our findings and recommendations. Annex 3 of the report is available separately – Annex 3 – Ipsos MORI research report.

Annual Plan (2010-11) – 9 November

Consumer Focus champions the needs of consumers across England, Wales and Scotland and, for postal services, Northern Ireland. We are able to combine powerful advocacy at the European, UK and GB level, while delivering full and ambitious work programmes in each nation.

The 2010-11 work programmes fully reflect Consumer Focus’s statutory responsibilities, evidence and our criteria for work planning. It ensures that our investments are proportionate to the impact we can achieve in delivering a fair deal for consumers.

Our Annual Plan is open to consultation between 9 November and 9 Febraury 2010.

Corporate Plan (2010-13) – 9 November

Our Corporate Plan 2010-2013 sets out our approach to delivering a fair deal for consumers over the medium term. It outlines how we will address the challenges ahead, the outcomes we aim to achieve and how we will achieve them.

Green to the core?
How supermarkets can help make greener shopping easier – 9 November

Some UK supermarkets are doing more to help customers shop sustainably, but others are lagging well behind according to report by Consumer Focus, called Green to the core? It found that the gap between the best and worst performing supermarkets has got wider since the first survey in 2006. Sainsbury’s and M&S made the biggest leap by achieving the first ever overall ‘A’ (excellent) score.

The sustainability of supermarkets is also reliant on activities behind the scenes. We have, therefore, looked at the companies’ publicly available information on environmental commitments to understand the progress being taken behind the scenes on key green issues. Based on this research, we are able to offer recommendations for further action in Behind the scenes at retailers.

Answers on a postcard…
New views of goods and services in Great Britain – 8 November

Britain attracts many thousands of new residents each year, from all parts of the globe. As new arrivals to our shores, they bring a fresh pair of eyes on life as a consumer in Britain. The impression they form about companies and public services offers a unique perspective on ‘the way we do things over here’. Answers on a postcard… reveals things which those who have lived here for longer may fail to notice; strengths we take for granted and shortcomings to which we have become accustomed.

Consumer Focus priorities in the mobile phone sector – 20 October

Mobile phones have become ever-present in day-to-day life. However, areas where the market is failing to serve the best interests of consumers have increasingly come to light. Our position paper and advocacy plan sets out how we will use our expertise and experience to identify best practice and innovative solutions to problems facing mobile consumers.

Adaptation to a changing climate
Today’s investments in tomorrow’s climate – 8 October

This report aims to encourage people to incorporate the needs of consumers into plans to adapt to a changing climate, by considering the views of consumers and how climate change will impact different parts of Britain.

Waiting to be heard
Giving consumers the right of redress over Unfair Commercial Practices – 26 August

Underhand sales practices are rife, our new research reveals. Three in five consumers said they had fallen victim to traders who had acted illegally in the last two years. The report, ‘Waiting to be heard’, estimates the cost to consumers at £3.3 billion a year. The research report and supporting research paper are also available.

Pay now, pay later
Consumer prepayments and how to protect them – 7 August

One in ten consumers are not receiving goods or services they pay for in advance, with less than half (48 per cent) getting their money back, according to our report, Pay now, pay later.

Annual Report and Accounts – 7 August

Our Annual Report and Accounts (Adroddiad Blynyddol a Chyfrifon)reviews our campaign priorities and what we have delivered for consumers since we were created at the end of last year. We have hit the ground running by tackling the issues that really matter to consumers and have already made a difference in a number of areas. In light of the economic situation we have focused much of our work on issues such as fuel poverty, reducing consumer debt and support for vulnerable consumers.

NB. The maintenance and integrity of Consumer Focus’s website is the responsibility of the Accounting Officer; the work carried out by the auditors does not involve consideration of these matters and accordingly the auditors accept no responsibility for any changes that may have occurred to the financial statements since they were initially presented on the website.

Right-to-buy owners struggle to keep their homes
(Managing debt in the financial crisis: survey results) – 26 July

Mortgage repayment problems and having additional loans secured on their properties are likely to leave right-to-buy owners at increased risk of losing their homes, according to a new survey commissioned by Consumer Focus.

See our briefing note for more information.

Green expectations
Consumers’ understanding of green claims in advertising – 30 June

People in Britain cannot tell which products are better for the environment amid the array of companies’ green advertising claims. Many think companies pretend to be green as an excuse to hike their prices, as Green expectations reveals. Green expectations (appendices) are also available.

Within reach?
Consumer reactions to new post office outreach services – 10 June 2009

Within reach? builds on research by our predecessor body Postwatch examining the introduction of new outreach facilities. These are being used in areas that have lost their Post Office as a result of the Network Change Programme. The research explores initial consumer satisfaction with outreaches and indentifies recommendations to improve the outreach service for consumers.

The Digital Divide – 26 May 2009

Consumer Focus’ report highlights the divide between those who can and cannot afford broadband, and how it could derail the Government’s target of achieving near universal participation in the digital economy. Click here to read the report.

Raising the SAP – 13 May 2009

Consumer Focus’ report Raising the SAP highlights that a retrofit programme that aims to bring properties in England up to the energy efficiency standard of a home built today would remove 83 per cent of fuel poor households from fuel poverty. The report shows that an investment of £3 billion per year is needed, for seven years, if the Government is to have any hope of meeting its 2016 target to end fuel poverty.

From Feast to Famine – 17 April 2009

Consumers on low incomes with no savings are being hit hardest as high street lending dries up and many will be forced to borrow from unregulated, sub-prime money lenders unless Government makes new, affordable forms of credit available. From Feast to Famine is a study looking at how consumer credit is being rationed during the financial crisis. Click here to access the report.

Streetwise: real people, real issues – 16 March 2009

Consumers in the UK lost out on billions of pounds in 2008 because of problems with goods and services. Getting a fair deal for consumers is more important in 2009 than ever before. Times are tough and will get worse before they get better. But we find that consumers are increasingly streetwise.

Full report
Accessible version
Streetwise video presentation

Rating Regulators – 26 February 2009

Rating Regulators examines issues such as transparency, access, how regulators grasp the broader perspective, how they intervene on behalf of vulnerable individuals, how they use enforcement tools when necessary – and aims to ensure that regulation of markets stays connected to its original purpose – namely to benefit the consumer.

Click here to search for publications from the energywatch, Postwatch and the National, Scottish and Welsh Consumer Councils (Consumer Focus’ predecessor organisations)