We support the aim of taking a proactive and holistic approach to consumer engagement with consumer-led flexibility. The approach should have the four functions set out by the Department for Energy Security and Net Zero (DESNZ) – coordination, standards, advice and communication – with feedback loops to refine the approach over time. In delivering these functions, we urge DESNZ to draw on real-world insights, including from the Inclusive Smart Solutions programme it funded.

Key points

• We support a coordinated approach to consumer engagement that ensures consistency, inclusivity and clarity across the consumer journey. The functions proposed by DESNZ are essential and complementary and we propose an explicit feedback loop and emphasis on supporting low income and vulnerable consumers to build trust and promote beneficial and widespread engagement.
• A medium degree of intervention strikes broadly the right balance, though a higher degree of intervention in advice and communication may be valuable in earlier stages and help support all consumers to participate and benefit.
• Early, visible action is needed – a framework should be fully operational by 2028 to support widespread adoption of smart, flexible solutions at the pace needed.