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Contact us

Find out which part of National Energy System Operator (NESO) to contact if you have a question or complaint.

We're here to help

Whether you're new to NESO or have an existing relationship with us, we're here to help when you need it.

Enabling you to resolve your queries faster: Access our help centre where you will find advice and answers to common and popular questions. If you need more assistance, our dedicated customer support team is here to help get you the support you need.

Committed to supporting our customers: When you contact our customer support team, we’ll get back to you quickly, providing you with a unique case reference number and update you on next steps. We’ll keep you informed on progress until your case is fully resolved and only close this once you’re satisfied. Whilst we will always aim to fully resolve your issue, if you’d like to challenge a response or raise further concerns, you can raise this through our complaints process (you can find details below).

Group of workers working together in team

Introducing the NESO help centre

Please visit our NESO Help Centre for answers to our most popular queries and frequently asked questions.

You can browse by popular topics or search by keyword.

Get in touch, if you can't find what you're looking for

Industry and customer

If you are unable to find the support you need via the NESO help centre, our dedicated customer support team are here to help Monday-Friday between 9am-4pm GMT. You can also find details of our specific NESO teams in the key contact section below.

Call: 0800 464 3621 (Monday-Friday 9am-4pm GMT)
Email: [email protected]
 

General public

Please note that NESO doesn't supply homes or other domestic properties. If you have any further queries you may find our NESO help centre useful, or if you still need our help, please email us.


Email: [email protected]

Key contacts

If you already know which part of NESO you need to contact you can find their contact details below.

Balancing Services

Contact our balancing services team to discuss contract enquiries or payments and invoices.

Contracts enquiries

If you’re a new balancing services provider or have a query about an existing contract with us, get in touch with our team:
Call: 01926 654611
Email: [email protected]

Payments and invoices

If you’re an ancillary service provider to NESO:
Call: 01926 654613
Email: [email protected]

If you have a GTMA (Grid Trade Master Agreement) contract with us:
Call: 01926 654613
Email: [email protected]

"Use of System" charging

Find out how to contact us about system and connection charges, including own-bills, forecast costs, or billing methodology calculations.

Transmission Network Use of System (TNUoS) charges

Email: [email protected]

Balancing Services Use of System (BSUoS) charges

Email: [email protected]

Connection charging enquiries

Get in touch if you need help with connection charges and how they are calculated.

Email: [email protected]

Energy outages

If you’re experiencing an energy outage, call 105 free (lines are open 24 hours a day).

Do not call your electricity supplier to report a power cut. Your DNO maintains the power lines that connect your home or business to our network. When you call 105, you will be put through to your DNO. 

What to do in an energy outage

Managing your Connection

Our Connections Portal has been designed to transform all customers' connections journey and account management. The portal has digitised the application process and includes the following high-level functionality:

  • Apply for connections and other agreements online.
  • Monitor live applications and track progress.
  • Access to signed contract documents.
  • View key milestones/ milestone management.
  • Communicate directly with your Connections contract manager.

Access the Connections Portal

Publications

If you have a general question about one of our publications or something more specific, contact our team:

Electricity Ten Year Statement (ETYS)

Find more information about Electricity Ten Year Statement
Email: [email protected]

Future Energy Scenarios

Find more information about Future Energy Scenarios
Email: [email protected]

Network Options Assessment (NOA)

Find more information about Network Options Assessment
Email: [email protected]

Winter Review, Winter and Summer Outlook

Find more information about Winter outlook
Email: [email protected]

For more information about our publications, explore our publications library.

Report a power line hazard

If you spot a potential hazard on or near an overhead electricity line, please call National Grid urgently on 0800 40 40 90 for free (lines are open 24 hours a day).

 

Report a gas emergency

If you smell gas or suspect a leak, Call 0800 111 999 * (24 hours a day – free to call).

To report a gas or carbon monoxide emergency, or if a pipeline is struck (even if no gas leak has occurred) call the National Gas Emergency Service immediately on 0800 111 999 or via textphone (minicom) on 0800 371 787.

While National Gas is responsible for the gas National Transmission System, these emergency guidelines apply to all gas users.

Report a metering issue

To report a metering issue relating to your home or another non-industrial property), contact your local DNO.

Find your local DNO

Request data

Whether you’re looking for demand data, STOR or frequency response data, the NESO Data portal gives you the most up-to-date information.

Email: [email protected]
Or visit our Data Portal for information about all of our open data.

Complaints

We’re committed to providing you with excellent service – first time, every time. We know that on occasions things can go wrong and we want to resolve any problems as quickly as possible and learn from any mistakes. If you would like to escalate your feedback please email us on [email protected].

Our office addresses

NESO Operational Headquarters – Warwick

National Grid ESO - Faraday House

National Energy System Operator NESO
Faraday House
Warwick Technology Park
Gallows Hill
Warwick, CV34 6DA

 

Tel: 0800 464 3621

Wokingham

National Grid ESO - Electricity Control Centre

National Energy System Operator NESO
St Catherine's Lodge
Bearwood Road
Sindlesham
Nr Wokingham
Berkshire, RG41 5BN

 

Tel: 0800 464 3621

National Energy System Operator NESO - Glasgow

Glasgow office

National Energy System Operator NESO
100 West George Street
Glasgow G2 1PP

 

Tel: 0800 464 3621