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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.

Katherine Vaughan, Senior Policy Researcher and Service Design Specialist

Katherine splits her time between Consumer and Public Services and the Service Design team at Citizens Advice. In her role as Senior Policy Researcher, she is responsible for our work on cross-cutting consumer issues and leads our programme of research on justice. In her role as Service Design Specialist in the Service Design team, her focus is on services for victims of domestic abuse.

Katherine previously lead research and communications projects at Lemos&Crane,  Makerversity and Stonewall.

Read Katherine’s blogs

Temi Ogunye, Policy Researcher


Photo of Policy Researcher Temi OgunyeTemi works on cross-sector consumer issues, having previously led projects on civic and democratic engagement. Temi joined Citizens Advice from the Citizenship Foundation, where he delivered a project educating young people about the legal system. Prior to that, he worked for education charities and in Parliament. Temi works part-time at Citizens Advice, while completing a PhD in Political Theory at the LSE.

Read Temi'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.