Energy Ombudsman confirmed as ADR for flexibility service providers

From 8^th January 2026, Energy Ombudsman will be able to handle disputes for a number of flexibility service providers (FSPs) as part of Flex Assure’s new ‘Domestic and Microbusiness Scheme’.

Ed Dodman, Chief Ombudsman at Energy Ombudsman, said: “We’re delighted to be confirmed as the ADR scheme for the Flex Assure domestic and microbusiness scheme.

“Consumer protection and access to redress are essential to building trust, especially with new technologies and emerging markets. This significant step brings clarity, consistency and accountability, giving consumers a clear and impartial route to raise concerns if things go wrong with energy related products as well as services.

“We welcome the scheme’s focus on delivering high, enforceable standards ahead of future regulation."

Charlotte Roniger, Scheme Manager at Flex Assure, welcomed the launch, saying:
“Today, we’re raising the bar. The new Domestic and Microbusiness Scheme ensures flexibility providers actually deliver on their promises.

“With the backing of all GB DSOs and NESO’s Power Responsive programme, this gives customers the confidence to scale domestic flexibility, which is a crucial step for clean power by 2030.”

What does this mean for consumers?

• Energy Ombudsman will be able to handle disputes for a number of flexibility service providers from 8^th January 2026.

• If you’re a domestic or microbusiness FSP customer and have an *eligible unresolved dispute with a provider listed on our website, please get in touch as we may be able to help resolve your dispute.

*Eligible disputes are explained in more detail here; What to do if you have an issue with your flexibility service provider

What does this mean for flexibility service providers?

• The new scheme, launched by Flex Assure, is intended to bridge the gap ahead of the Government’s planned licensing regime for domestic FSPs, expected by mid-2027.
  
  
• Flex Assure 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, please get in touch via flexibilityservices@energyombudsman.org.

What is energy flexibility?

Energy flexibility is the ability to adjust when, and how, electricity is generated and/or consumed. By shifting energy use to times when power is cheaper or greener, flexibility helps balance supply and demand across the national grid.

How does it work?

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.

About Energy Ombudsman’s role in the scheme

The inclusion of Energy Ombudsman in the new scheme marks a significant step forward for consumer confidence in the flexibility services market.

As more households and small businesses engage in flexibility initiatives, Energy Ombudsman will ensure consumers have access to fair, independent dispute resolution; a key safeguard as the market continues to grow and potential regulation develops.

• More information about the Flex Assure Domestic and Microbusiness Scheme
• More information about how Energy Ombudsman can help