Contact us
We're here to help
We are committed to supporting our customers and stakeholders. On this page, you can find out which part of NESO to contact if you have an urgent issue, question or complaint.
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 help centre, our dedicated customer support team are here to help Monday to Friday between 9am and 4pm GMT.
You can also find details of our specific NESO teams in the key contact section below.
Call: 0800 464 3621
Email: [email protected]
General public
Please note that NESO doesn't supply homes or other domestic properties, but we are available for any inquiries or concerns related to energy supply and operations.
Email: [email protected]
Key contacts
If you would like to contact NESO departments or teams directly, please refer to the list 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:
Email: [email protected]
Payments and invoices
If you’re an ancillary service provider to NESO:
Email: [email protected]
If you have a GTMA (Grid Trade Master Agreement) contract with us:
Email: [email protected]
Codes
Contact us about the industry codes managed by NESO.
Connection and Use of System (CUSC)
Email: [email protected]
Grid Code (GC)
Email: [email protected]
Security and Quality of Supply Standard (SQSS)
Email: [email protected]
System Operator Transmission Owner Code (STC)
Email: [email protected]
European Network Codes (ENC)
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]
Connections
Get in touch with our connections team to talk to us about connecting your asset or about an existing connection application.
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.
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.
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.
Request information and data
Data Sharing
Find more information about our Data Sharing Approach.
Email: [email protected]
Or visit our Data Portal to access all NESO published data.
FOI and Environmental Information requests
Find more information about making a request under Freedom of Information and Environmental Information Regulations.
Email: [email protected]
Or visit our FOI Publication Scheme or Disclosure Log.
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 raise a complaint, please email us on [email protected]. Please include your contact details, company name, project name if applicable and details of the issue.
If your complaint concerns the handling or management of your personal data, please direct your request to [email protected]. This will ensure it is reviewed in accordance with our obligations under applicable data protection laws.
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 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.
Report a metering issue
To report a metering issue relating to your home or another non-industrial property), contact your local DNO.
Our office addresses
NESO Operational Headquarters – Warwick
National Energy System Operator NESO
Faraday House
Warwick Technology Park
Gallows Hill
Warwick, CV34 6DA
Tel: 0800 464 3621
Wokingham
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
