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HOMEflex qualitative research

A plug for a domestic appliance connected to an extension lead.

Investigating domestic energy consumers’ needs and concerns about assurance and protection in flexibility markets

This report supported policy and research around what rules are needed for the domestic flexibility market to ensure consumer protection keeps pace with market innovation.

CSE conducted qualitative research with domestic energy consumers to inform the development of the HOMEflex Energy Flexibility Code of Conduct, which was published in June 2023. The code of conduct covers the main areas of consumer protection, including sales and marketing, contracts, terms and conditions, complaints, and redress.

Through this research, the Centre for Sustainable Energy engaged with consumers who have very different living situations and attitudes towards technology, to understand their concerns and expectations for flexibility services.

Key findings from the qualitative research

The HOMEflex project is led by Scottish and Southern Electricity Networks (SSEN) alongside project partners Centre for Sustainable Energy (CSE) and Flex Assure, which was established by the Association for Decentralised Energy (ADE).

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