HOMEflex qualitative research
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
- Participants didn’t have concerns about sharing their data with flex providers or third parties. But they expected that in return, providers would use this data to make tailored recommendations to help decision making, or suggestions for getting the most out of offers.
- Participants welcomed the ambition for inclusive service design and ethics in the Code. But they wanted to know how this commitment would work in practice. How should flex be made accessible and who will scrutinise or support this?
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).