Demand Flexibility Service (Customer FAQ)
What is Demand Flexibility Service?
In 2022, the ESO (electricity systems operator for Great Britain) launched a new Demand Flexibility Service (DFS) for the winter period, which rewarded households and businesses to shift their electricity use during DFS events. Over 1.6 million households and businesses participated in supporting the ESO balance the grid at peak times. DFS is returning for the 2023/24 winter, and we hope to see even more households and businesses get involved. DFS is a way for you to help the nation's electricity system better handle peak electricity demand, and to get credits towards your bill by reducing your electricity use at peak times.
How will DFS work?
If you are eligible, we will send you an e-mail inviting you to register for DFS. You may then choose to opt in to a series of events which we will alert you about, through e-mail or through the Rebel app. An ‘event' is a set time when you can earn credit against your bill by reducing your electricity consumption. Events will normally take place around peak times e.g., between 4 PM and 7 PM.
Which customers are eligible to participate in DFS?
If you are a Rebel customer with a working SMART meter, you are likely to be eligible for DFS.
What are the benefits to participating in DFS?
By reducing your energy consumption during peak hours, you will receive credit against your bills. You will also be helping the grid by reducing demand at peak times. In terms of what it means for our electricity system, if we can reduce electricity demand by rewarding participating customers to turn down when we need them to, it means the grid might not have to bring on expensive and polluting fossil fuel generators. This saves carbon and also saves all customers money. And in times of system stress, when margins are tight, it could also help the grid avoid an emergency response.
How do I sign up to DFS?
We will send eligible customers an e-mail asking them if they would like to register for DFS.
What do I need to do for each event?
During each event, you will be asked to reduce your electricity demand.
How can I reduce my electricity demand during events?
Wherever possible, use larger appliances outside of peak times e.g., run dishwashers and washing machines, and power electrical vehicles, overnight. Turn down electric heating. Refrain from using energy hungry appliances during the event e.g., electric cookers or cleaners.
How often will events happen?
There will be a total of 12 test events. 6 will take place in November and December 2023. 6 will happen between January and March 2024. There may be other live events that will happen when the grid really needs it. We don't know when these will happen.
How long will each event typically last?
Test events normally run for an hour; some have run for 90 minutes. Live events may vary.
What if customers do not have a smart meter installed?
You will need a working SMART meter to take part in DFS. If you do not have one, you can apply to have one installed at email@example.com
How do I de-register from DFS?
You may deregister from DFS at any time by using the de-registration links in our registration e-mail. You may also contact us directly.
How will you calculate my demand reduction volume?
We calculate this through your SMART meter data.
How will my credit towards your bill be calculated?
We also calculate this through your SMART meter data.
How will I be notified about when events are taking place?
We will notify you by e-mail or through the Rebel app.
Do I have to participate in every event?
No. Each event is voluntary. There is no penalty for not participating.
Can I participate in DFS with more than one provider?
You can only participate through one provider at any one time.
How do I contact customer support for Rebel?
You can contact us by e-mail, through our website or call our Rebel helpline on 0345 528 0195.
Demand Flexibility Service (Terms and Conditions)
These are the terms and conditions of Rebel's demand flexibility service (DFS):
- These terms and conditions apply to our customers who take part in our DFS. This service is provided by Rebel Energy Supply Limited, Heights, Brickhill Drive, Bedford MK41 7PH, company number 10767623 (‘Rebel').
- In taking part in this scheme, you agree to these terms and conditions.
- Rebel reserves the right to cancel this service, or change the terms and conditions without prior notice.
- These terms and conditions are separate from, are not part of, do not affect and are not affected by the terms and conditions under which Rebel supplies electricity, or gas and electricity, to you.
- To be eligible to take part in DFS, you must:
- Comply with these terms and conditions
- Be 18 or older
- Reside in England, Scotland or Wales (excludes Northern Ireland)
- Be a current, domestic customer of Rebel
- Have a working SMART meter for your energy supply
- If your MPAN (meter point administration number) is participating in another DFS or balancing scheme, you agree that we will liaise with the ESO (electricity systems operator) to resolve the duplication and that you will be de-registered from one of the services (with your most recent registration taking precedence).
- Not be participating in the delivery of balancing services or any similar service for NGESO or any Distribution Network Operator.
- The DFS will start at 00.01 on 1st November 2023 and end at 23.59 on 31st March 2024.
- The DFS is operated by the ESO, which will notify Rebel of events within the service period when you may benefit from credits in return for the reduction of your electricity demand.