CONSUMER SCOTLAND
STRATEGIC BOARD MEETING
Tuesday 20th May
10:00-14:00
Thistle House, Edinburgh
Minute
Board Members present:
David Wilson, Chair
Nick Martin, Member (NM)
Angela Morgan, Member (AM)
James Walker, Member (JW)
Lesley Halliday, Member (LH)
Also in attendance:
Sam Ghibaldan, Chief Executive
Sue Bomphray, Director of Operations and Partnerships
David Eiser, Director of Research and Analysis
Douglas White, Director of Policy and Advocacy
Grace Remmington, Head of Post (item 4)
Barry Coughlan, Head of Energy Markets (item 5)
By video conference - Alastair Wilcox, Energy Policy Manager (item 5)
Jane Williams, Head of Research (item 6)
Jill Rosie, Assistant Director of Operations and Partnerships (item 7)
Polly Mazurkiewicz, Secretariat
External attendees:
Jess Niven, Interim Deputy Director for Head in Buildings Policy and Regulation, Scottish Government
By video conference - Ben Noone, NESO (item 5)
By video conference - Saskia Barker, NESO (item 5)
Ivan McKee MSP, Minister for Public Finance (item 7)
Katie Robertson, Private Secretary, Scottish Government (item 7)
Wendy McCutcheon, Policy Official, Scottish Government (item 7)
Welcome and Declaration of Interest
1. The Chair welcomed everyone to the meeting at Thistle House, including Jess Niven, recently appointed Interim Scottish Government Deputy Director for Heat and Buildings Policy and Regulation, who joined the meeting as an observer.
2. The Chair invited members to declare any conflicts of interest. No interests were declared.
Minutes from the Previous Meeting
3. The Board approved the minutes of the previous meeting held on 11th March 2025.
Action Tracker
4. The Director of Operations and Partnerships updated on outstanding actions arising from the meetings.
5. It was noted that an informal meeting between Consumer Scotland and Environmental Scotland Board members would take place on 19 August in Thistle House.
6. It was agreed to look at how actions were dated, with target deadlines to be added to all actions.
7. AM updated members on her role as Board champion for Equality, Diversity and Inclusion. Discussions had taken place recently on EDI.
8. The Director of Operations and Partnership noted that the champion groups now have terms of reference and are actively considering next steps.
General Update and Q&A
9. The Chief Executive provided a general update to members on recent activity.
- A delegation from the Consumer Council for Northern Ireland (CCNI) visited Consumer Scotland (CS) last week. This was a useful opportunity to work in partnership with CCNI, who as a statutory consumer body faces similar challenges to CS. CS will work with CCNI on telecoms advocacy, rural issues, and heat networks.
- Work has progressed to give CS super complainant status, which gives CS additional powers to make a complaint on behalf of consumers to the Competitions and Markets Authority. We anticipate having super complainant status by mid 2026.
- We have published a consumer framework for addressing climate change, which includes a toolkit for policy makers and has been well received by stakeholders including the Scottish Government.
- Work was ongoing by energy companies to mitigate impacts arising from the Radio Teleswitch Service (RTS) switch off, which was scheduled for 30th June 2025. There are still many meters which use the RTS signals in Scotland, and concern is growing around contingency and redress measures. The Chief Executive is writing to the CEO of Ofgem to seek reassurance around contingency measures in the event that RTS meters are not replaced in time.
10. The Director of Operations and Partnerships provided further updates.
- An interim update on accommodation had been circulated with members via email, ahead of discussion at the June Board meeting.
- Following a review period, the Scottish Government had announced its hybrid working policy, which would come into effect in October 2025 (subject to consultation with the Trade Unions). It would mandate office working for 40% of the working week with this percentage expected to increase further over time. The policy is being considered internally, noting that CS currently mirrors SG terms and conditions. A pulse survey is taking place with staff soon and will focus on hybrid working. The Chair noted that the working environment in SG core differs to that of public bodies like CS, and that a degree of flexibility should be considered when interpreting the policy. SG was also considering how their estate can facilitate the change of direction.
- CS had recently received level 2 accreditation on the Disability Confident Employer Scheme.
- CS was actively considering the recent supreme court ruling on the definition of sex. A risk assessment is being drafted by the Director of Operations and Partnerships and AM. CS was actively monitoring the situation and will review any SG guidance as it becomes available. The main issue identified was that as tenants, CS has limited scope regarding changes to facilities such as toilets and showers.
11. The Chair thanked colleagues for their updates.
Postal Services Update
12. The Chair welcomed the Head of Post to the meeting, to provide an update on ongoing advocacy work in the postal sector.
13. The Head of Post provided an overview of Post workstreams for 2025-26, which included the Royal Mail’s Universal Service Obligation (USO), work on rural post consumers, and the decarbonisation of postal services.
14. It was noted that the Head of Post would give oral evidence on the USO to the Scottish Affairs Committee at the UK Parliament in June.
15. The Board thanked the Head of Post for her update, and noted that the quality of evidence and detail provided was considerable.
16. The Chair suggested that Ofcom be invited to a future Board meeting.
Zonal Pricing
17. Ben Noone and Saskia Barker from the National Energy System Operator (NESO), and the Energy Policy Manager joined the meeting remotely to deliver a learning session on zonal pricing. The Head of Energy Markets also joined the meeting.
18. The Chief Executive introduced the item by setting the context of the UK energy market, and the changes, currently being considered by the UK Government, through the Review of the Energy Market (REMA).
19. A strategic partnership was signed between CS and NESO last year and since then CS has welcomed two secondments from NESO, working on these issues.
20. NESO and the Energy Policy Manager provided a presentation highlighting the complexities and technicalities of a zonal pricing system.
21. Members discussed zonal pricing, the benefits for consumers and the risks perceived by some energy companies.
22. It was noted that next steps would include publication of a CS paper, ahead of a decision on REMA by the UK Government that was expected in the summer.
23. The Chair thanked colleagues for their presentation and Ben, Saskia, the Energy Manager and the Head of Energy Markets left the meeting.
Performance Framework
24. The Chair invited the Director of Policy and Advocacy and the Head of Research, who joined the meeting, to discuss Consumer Scotland’s Performance Framework for the past 12 months.
25. The Director of Policy and Advocacy provided a summary of the framework and the information collected to date. There were four key areas – workstream monitoring, impact assessment reviews, recommendations register, and quantifiable metrics.
26. The Director of Policy and Advocacy reflected on areas where CS had achieved good impact, noting that results from advocacy often took a substantial amount of time to be realised, and collaboration across sectors. It was important that we record and mark where we have added value on consumer issues, including instances of serendipitous impact.
27. It was noted that a challenge for advocacy was knowing when to conclude work, whilst acknowledging that the impact may come later.
28. The Chair thanked the Director of Policy and Advocacy and Head of Research for their update, noting it was a superb piece of work, and the Head of Research left the meeting.
Minister for Public Finance
29. The Chair welcomed Ivan McKee MSP, Minister for Public Finance to the meeting, alongside his private secretary and Wendy McCutcheon, Scottish Government official support. The Assistant Director of Operations and Partnerships also joined the meeting.
30. The purpose of the Minister’s attendance was to receive an update on Consumer Scotland and its contributions as an organisation, both as a policy and advocacy body and in the context of public service reform.
31. Colleagues provided updates on:
- How CS outcomes aligned with the wider government priorities set out in the recently published Programme for Government
- Work CS had delivered to secure better outcomes for consumers including those in rural settings, consumers in vulnerable circumstances, future consumers and small businesses
- Work supporting the 20 year mission to net zero and CS work to address climate change and home heating issues
- The consumer duty as an enabler for economic growth and improving public services
- Impact though partnership working
- Public service reform
32. The Minister commended CS on its proactive work, noting that consumer confidence is key to a growing economy and that CS played an important role in this landscape. The Interim Deputy Director for Head in Buildings Policy and Regulation noted that CS’s Climate Change Framework was already being used by SG as they refreshed the Heat in Buildings Bill.
33. The Minister was interested to hear CS’ views on how the implementation of the consumer duty can support both economic growth and public service reform, in particular in the healthcare sector. An action was taken to ensure the Minister’s supporting officials linked Consumer Scotland with the SG’s public service reform team on this matter.
34. The Minister welcomed the opportunity to meet with the consumer sector CEO group later in the year to discuss the contribution the sector can make to government priorities such as economic growth and public service reform.
35. In the context of efficiency and public service reform the Minister encouraged colleagues to press SG on areas of concern, such as reporting and procurement.
36. The Chair thanked the Minister for attending the Board meeting and for his insight. The Minister and his supporting colleagues then left the meeting.
AOB
37. As this was the last meeting for Board member LH, the Chair formally thanked LH on behalf of the Board for her contribution to Consumer Scotland. LH thanked everyone for their kind words and for the fantastic opportunity.
38. The Director of Operations and Partnerships flagged that board papers would be updated from the next meeting to include a section highlighting whether items required any impact assessments.
39. The Chair suggested that there should also be a section highlighting the papers releasability under FOI.
40. The Director of Operations and Partnerships also flagged that, in line with the standing orders, it was time for CS to formally review its committee structure. Members were asked to consider if the current structure was fit for purpose and to bring any thoughts to the next meeting on 17 June.
41. There being no other business, the meeting closed.