HOMEflex qualitative research
The HOMEflex project was established by Flex Assure and Scottish and Southern Electricity Networks (SSEN) in 2022 to ensure transparency and trust in the growing domestic flexibility market.
CSE has completed research across two phases to help develop a Code of Conduct and recommendations for an accompanying compliance scheme for domestic flexibility service providers (FSPs).
Through producing evidence for effective consumer protection measures, this work contributes to our efforts to ensure fair innovation in the energy transition.
Developing a Code of Conduct
In 2022, CSE conducted qualitative research with domestic consumers to inform the development of the HOMEflex Energy Flexibility Code of Conduct.
Through the research, CSE engaged with consumers with different living situations and attitudes towards technology to understand their concerns and expectations for flexibility services.
Participants gave feedback in relation to five main areas of consumer protection: sales and marketing, contracts, terms and conditions, complaints, and redress.
Evidence fed into the final version of the Code, that was published in June 2023.
Key insights
- Consumers wanted to be recommended flexibility services that were appropriate to them – with some indication of the benefits that they could likely receive.
- Consumers didn’t have concerns about sharing data with FSPs, but expected in return for this data to be used to support their own decision-making.
Recommendations for a compliance scheme
In 2024, CSE and ADE Research conducted research with FSPs to produce some recommendations for a compliance scheme that could support the Code of Conduct.
CSE and ADE Research ran a survey with FSPs participating in the 2023-24 Demand Flexibility Service to gather views on the Code and customer protection within the sector. A following workshop with FSPs and other key energy flexibility stakeholders then elicited some recommendations on the design of a compliance scheme.
Key insights
- There was support for a compliance scheme to establish and promote quality standards in the domestic flexibility sector.
- There was a strong emphasis on taking a customer-centred approach, with broad agreement that the scheme should primarily be for customer-facing FSPs and focus on consumer outcomes in monitoring and dispute resolution processes.
- Participants felt the scheme should leverage external resources where possible by minimising overlap with existing regulation, using existing tools for auditing members and appointing an independent oversight body.
HOMEflex 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).