Publications and Reports

2010

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.

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.

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.

A new energy infrastructure – 25 November

A new energy infrastructure is a discussion paper by Prashant Vaze, Chief Economist, Consumer Focus and Ed Mayo, Secretary General of Co-operatives UK. The cost of keeping warm is a major issue for many households. As the UK becomes even more dependent on imported gas, and as international supplies run down, the cost of keeping warm is likely to rise further without adequate roll-out of insulation. Scenarios published by Ofgem suggest energy prices might rise by as much as 60 per cent over the next decade. The levies on customer energy bills to fund investment in energy efficiency, energy networks and renewables is already an important share of energy costs, but it will become even more so.

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)