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Post and Telecoms policy research team

Policy work by the team

Read more about our post policy work.

Andrew Rodger, Director of Post and Telecoms

Andrew leads Citizens Advice’s work on consumer policy in post and telecoms. He has experience in government and the private sector primarily working in the telecoms sector across the UK and Australia.

Prior to joining in January 2017, he was a management consultant based in London working with FTSE 100 clients primarily in the mobile market. Andrew has previously served as a ministerial adviser to 2 communications ministers in the Australian government, advising on broadband, mobiles, regional infrastructure and digital economy policy. He began his career as a lawyer working in mergers and acquisitions with clients in the telecommunications sector.

Anne Pardoe, Principal Policy Manager - Postal Services and Telecoms

Anne leads Citizens Advice's policy research on telecoms and postal service issues. Since joining Citizens Advice Anne has led on the delivery of projects on a wide range of topics including energy, telecoms, welfare reform and consumer rights.

Thomas Brooks, Principal Policy Manager - Post Offices

Tom leads Citizens Advice's policy research on post offices. He is particularly interested in how new technologies can improve consumer access to postal services. Since joining Citizens Advice in 2014 he has led research programmes on pensions policy and the labour market. He previously worked in parliament on pensions and post policy.

Richard Brown, National Post Office Network Change Manager

Richard leads Citizens Advice’s statutory investigation of changes to the post office network, to ensure that accessibility needs are met, with an emphasis on vulnerable consumers. He reviews proposed changes, as part of the post office network restructure programme, which will see nearly three­ quarters of branches convert to new operating models by 2017/18. He also leads on our liaison with our local Citizens Advice to facilitate more empowered communities affected by proposed local post office changes.

Richard has over 10 years experience working on previous post office restructure programmes and providing advocacy support to local representatives. He has previously worked in both the private and public sector.

Andrew Willshear, Policy Manager

Andrew has led a range of different projects, including research into disabled people’s access to post offices and mapping the location of parcel shops and access points in the UK.  

Andrew has a number of years experience in reviewing individual branch changes, as part of the team’s statutory scrutiny functions. He leads our work to convert branch­ specific data into programme ­level intelligence. Prior to working at Citizens Advice, Andrew worked in infrastructure policy at an associate parliamentary group, and at the Institution of Civil Engineers.

Annabel Barnett, Senior Policy Researcher

Annabel has led research looking at consumer and small businesses’ use of post offices, assessing whether the specific needs of rural and vulnerable consumer groups are being met. Annabel is also responsible for running the stakeholder Post Offices Advisory Group.

Prior to Citizens Advice, Annabel was Research and Policy Manager at the National Federation of SubPostmasters. Previously she held research, development and marketing roles at a range of national third sector organisations.

Charles Smith, Senior Policy Researcher

Charles works on consumer policy research, concentrating on telecoms markets. His recent research has looked at uncovering the ‘loyalty penalty’ in the telecoms market. This revealed that consumers are paying extra as a result of staying with their current broadband or mobile phone provider when the minimum term of their contract ends. Charles also works on issues of digital exclusion, and the detriment that often accompanies it.

Prior to coming to Citizens Advice he completed a PhD in modern British history and has previously worked for the British Lung Foundation and in Parliament.

Tim Schein, Senior Policy Researcher

Tim joined the Post and Telecoms team in 2016. Since then he has worked on projects relating to mail redirection and disabled access to post offices amongst other things.

Tim has completed a Masters in European and International Law. Prior to joining Citizens Advice, Tim worked for the Australian Government on resources and energy policy and for the European Parliament.

Cara Jones, Senior Policy Researcher

Cara joined the Post and Telecoms team in 2017 and is based in Wales. Since then she has worked on projects relating to parcel delivery, the impact of the Network Transformation Programme and mail scams.

Before joining Citizens Advice, Cara has held various positions in local government as well as teaching statistics and research methods at Cardiff University.

Emma Bailey, Senior Policy Researcher

Emma is a Senior Policy Researcher, with a particular interest in issues affecting vulnerable consumers. Emma joined Citizens Advice from the research consultancy ComRes, where she headed up its Third Sector research team, designing mixed methodology programmes of research to support charities in understanding their policy and operational contexts. 

Tom Gower, Policy Researcher

Tom is a Policy Researcher in the Post and Telecoms team and has a particular interest in how changing markets affect access to essential services, and issues affecting vulnerable consumers. Prior to joining Citizens Advice, Tom worked in a number of policy, project and business change roles in local government.

Gemma Byrne, Policy Researcher

Gemma works across the Post and Telecoms policy team with a focus on vulnerable consumers. Before joining Citizens Advice as a Policy Research Assistant, Gemma was a research intern at the Institute for Government. She has also done policy internships at the Mental Health Foundation and the Patients Association, as well as research and campaigns volunteering at her local Citizens Advice.

Toby Strudwick, Policy Researcher

Toby joined Citizens Advice as a Policy and Advocacy Intern in January 2017, before recently being made a permanent member of staff. Prior to joining Citizens Advice he interned with Forum for the Future.

Since joining, Toby has worked on a range of projects, including supporting local Citizens Advice to research post office service provision in their area, and investigating the experience of benefit claimants who use the post to manage their claim.

Xanthe Couture, Senior Policy Researcher (currently on a one year secondment to BEIS)

Xanthe is currently on secondment to the Department for Business, Energy and Industrial Strategy. At Citizens Advice, Xanthe has worked on a range of projects from research into changing consumer needs for postal services, to complaint monitoring and data analysis.

Prior to joining Citizens Advice, Xanthe worked for the City of London Corporation, managing governance, statutory functions and reporting of several local authority committees. She also has extensive experience in public affairs and conducting research on state education and union relationships, working in both Canada and the UK. Xanthe completed a Masters in Public Service Policy Management after spending five years working in roles across the Government of Canada and consultancy managing external communications and policy development.