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HOMEflex qualitative research

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

Research to help develop consumer protection standards in domestic energy flexibility.

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

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

Read more

There’s more on HOMEflex in our news section …


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).


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