Incorporating vulnerable consumers in energy flexibility initiatives is essential for creating an
inclusive and resilient energy system and supporting decarbonised power. Vulnerable
consumers, who typically have less control over their energy usage and fewer resources for
energy-efficient technologies, may struggle to participate. By ensuring their inclusion in
energy flexibility, it is possible to provide financial support, smart technologies, and incentives tailored to their needs. This enables vulnerable consumers to benefit from lower energy costs and participate in initiatives that offer rewards for flexible energy use. It also helps prevent widening inequalities in energy access, while enhancing overall system stability, reducing peak demand and enabling demand side flexibility as well as supporting the transition to low carbon renewable energy sources.
Benefits
• Applicable to all Network operators, this project will deliver an understanding of the key steps that low income and vulnerable (LIV) consumers will need to progress through in order to participate in energy flexibility equitably
• Improve consumer advocacy and other organisations’ ability to understand and advise householders on flexibility
• Clarity on how LIV consumers can be involved in the development of priority solutions
with innovators/through trials
Learnings
Outcomes
Applicable to all network operators, this project has provided a clear understanding of the key steps that low-income and vulnerable (LIV) consumers need to progress through in order to participate in energy flexibility equitably. The project identified 48 barriers that may prevent LIV consumers from participating in energy flexibility, which were grouped into 13 challenge areas. As a result, this work has improved NPg’s ability to commission support from community organisations to help the most vulnerable consumers participate in flexibility in the future.
The research conducted through this project also improves the ability of consumer advocacy groups and other organisations to understand flexibility and to advise householders more effectively. To help with this, communication materials was created for use by organisations to enable them to speak about flexibility with vulnerable consumers. The project has also provided greater clarity on how LIV consumers can be involved in developing priority solutions alongside innovators and through future trials.
Three potential future projects were identified during the project:
- The Flex-Ready Playbook: A step-by-step guide for consumers that builds energy understanding and confidence, making flexibility easier to adopt.
- FlexFit: routine-based personas showing DNOs what flexibility is realistically possible for LIV households, helping design offers that fit everyday life.
- FlexFriend: A user-controlled SMS service that reduces overwhelm by letting households choose when they receive flexibility prompts, helping sustain engagement with flexibility over time.
Lessons Learnt
In terms of considerations for future projects there were two main learning points. First, identifying low‑income and vulnerable (LIV) households who were willing to participate proved more challenging than expected. To understand the barriers they face when engaging with energy flexibility, the project needed to recruit consumers experiencing those challenges. Early difficulties in finding suitable participants led the project team to consider using a recruitment agency. Although this approach was not required in the end, it should be considered for future projects.
