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Consumer and Public Services policy research team

Policy work by the team

Includes consumer, debt and money and public services.

Matthew Upton, Head of Policy for Consumer and Public Services

As Head of Policy for Consumer and Public Services Matthew leads an agenda of policy research on issues ranging from social care, health and housing to consumer market failure in telecoms and financial services.

Before joining Citizens Advice in March 2016, he worked in the public and private sector as a Strategic Lead at the London Borough of Camden and a Director at a small communications consultancy based in Croydon.

Joe Lane, Senior Policy Researcher

Joe is currently working on projects on household debt and financial services. Before joining Citizens Advice he was a policy researcher for an organisation representing further education colleges in the UK where he  conducted research on the future of vocational education and school to work transitions. Prior to that he taught history in a secondary school in Bradford.

Read Joe’s blogs.

Mette Isaksen, Policy Researcher

Mette works on cross-sector consumer issues, as well as leading on Citizens Advice’s private rented sector work. Current projects include improving the experience of renting, resolving consumer disputes, and applying behavioural insights to our advice sessions.

Prior to joining Citizens Advice, Mette was an Impact Analyst at Wokingham Borough Council, working across children’s services and health & social care. She has also worked in research and evaluation roles at the New Local Government Network, BBC Media Action and the British Red Cross.

Read Mette's blogs

Caroline Rogers, Policy Research Assistant

Caroline recently joined Citizens Advice, and provides assistance across the consumer and public services team. Current projects include improving the treatment of loyal customers in essential service markets, and examining the effectiveness of redress within the private rented sector.

Prior to joining Citizens Advice, Caroline interned at the Big Lottery Fund, assisting with policy development, public affairs and communications. She has also worked as a team assistant at Doteveryone, and volunteered regularly at her local YMCA before moving to London.

Gwen Hardy, Policy Research Assistant

Gwen recently joined the Consumer and Public Services team and is currently working on projects on persistent debt and financial insecurity. Before joining Citizens Advice, Gwen worked as an intern at the Learning and Work Institute where she assisted with policy research and employment programme evaluations. Prior to this, she also completed a research and policy internship at the Family and Childcare Trust and worked as a project administrator at Age UK.