Information for disputes with flexibility service providers

Energy flexibility is the ability to adjust when and how electricity is consumed or generated in response to signals from the energy system. These signals can include changes in electricity prices, requests from grid operators, or the availability of renewable energy. By shifting energy use to times when power is cheaper or greener, flexibility helps balance supply and demand across the grid.

Energy flexibility works through several mechanisms:

• Load shifting: Moving energy use to off-peak periods when electricity is less expensive or more sustainable (e.g. running EV chargers overnight)
• Demand reduction: Temporarily lowering consumption during peak demand to ease pressure on the grid
• On-Site generation and storage: Using technologies like solar panels and batteries to supply energy when needed
• Smart automation: Devices and energy management systems automatically respond to signals, making flexibility seamless for users

These actions are often coordinated through flexibility markets or programs run by grid operators and energy suppliers.

Flexibility service providers aggregate and manage flexible resources for homes, businesses, electric vehicles and batteries, on behalf of energy users. They act as intermediaries between consumers and the grid, enabling participation in flexibility markets.

Their role includes:

• Combining flexibility from multiple sources
• Communicating with grid operators to deliver demand response
• Providing technology and expertise so users can benefit without complexity

If you have an issue with your flexibility service provider, we may be able to help.

We can consider disputes if you, as the consumer, became aware of the problem on or after 8^th December 2025, and the flexibility service provider was a member of the HOMEflex Code of Conduct at that time. If the issue was found before 8^th December 2025 or before the flexibility service provider joined the HOMEflex Code of Conduct, unfortunately its outside our scope unless the provider has asked us to handle the complaint.

Before contacting us, you should first notify your flexibility service provider and work with them to try and resolve the issue. The flexibility service provider has 8 weeks to resolve the complaint, unless they issue you with a deadlock letter allowing you to come to us sooner.

If 8 weeks have passed, or you have received a deadlock letter, and you're still unable to resolve the issue with the supplier, then you can register your dispute with us - for free - via the website, post, email or telephone.

Some of the most common types of disputes are about:

• Billing & payments
• Customer service
• Installation & set up

If you're a domestic or microbusiness consumer, we may be able to consider your dispute. A microbusiness consumer is defined as a business that:

• employs fewer than ten employees (or their full-time equivalent) and has an annual turnover or balance sheet no greater than £2 million; or
• uses no more than 100,000 kWh of electricity per year; or
• uses no more than 293,000 kWh of gas per year

If you're a business consumer but do not meet the microbusiness definition, we're unable to consider your dispute. However, you may still be able to escalate your complaint under Flex Assure’s Industrial & Commercial Code of Conduct. You can find more information on Flex Assure’s website.

Energy Ombudsman provides dispute resolution services for Flex Assure domestic and microbusiness scheme members.

HOMEflex members looking to register as a member of our scheme – in advance of the Government’s planned licensing regime for Domestic FSPs (expected mid-2027) – should contact Flex Assure by visiting https://www.flexassure.org/ to register.

If you have any questions or need any help, please get in touch via flexibilityservices@energyombudsman.org.