Contacting us about Connections Reform
Here to support you
We're committed to supporting you throughout the connections reform process. If you need to provide information, have questions, or want to share a concern please raise a case via your connections portal and one of our dedicated support team will be in touch to help.
As you move through the connections reform journey you may have specific questions, or be asked to provide additional information as part of evidence checking or validation. Use the information below to support with any specific requests.
Connections Reform information
You can find lots of comprehensive and useful information on all aspects of connections reform in our online handbook and FAQ’s.
For any specific non application related questions or if you do not have portal access you can also email us.
Contacting about your pipeline outcome notification
If you want to speak to us about a specific query or evidence based issue with your pipeline outcome please visit our dedicated support pages.
Information on your offer or ATV offer next steps
You can get information about next steps for your G2TWQ offer or ATV offer, including details on settlement payments and other key processes in our handbook and FAQ’s
If you have a further specific question relating to any next steps following your offer please raise this against the relevant project application in the portal and select the appropriate case reason and our support team will contact you as soon as possible to help resolve.
Contacting us about your application checks and evidence
You may have been asked to provide further information or validation against your application as part of progressing through the G2TWQ process.
You will find all relevant instructions on how to submit information required in the notification you received.
Our goal is to provide a fair, open and supportive process for all customers, ensuring your contacts are addressed with respect and clarity through the connections reform activity.
- Please use the Connections portal only to raise any new enquires related to your application
- The Portal ensures you have easy access to full contact history and case progress in real time
- By raising your case through the portal it will help us to process your request faster
- Please note if you choose to use other channels this could result in delays or unprocessed requests
How you can make contact
- If you already have an application, please use the Connections Portal for all enquiries.The portal gives you easy access to your communications, request history, and resolutions, helping us process your requests faster.
- Other enquiry channels may result in delays or unprocessed requests.
- Based on your feedback, we’ve improved the portal to be more user-friendly and to streamline query management and resolution.
How we will manage and respond to enquiries
- We will acknowledge your enquiry and follow up with a clear update as soon as possible.
- We will endeavour to resolve your query quickly using the information you provide.
- If your request is more complex, it may take longer to resolve, but we will keep you proactively updated on progress until fully resolved.
- For time-sensitive issues or queries relating to aspects of Connections Reform,we may apply a different supporting process where relevant to ensure the right outcome.
If you are unhappy with our response
- We will always try to resolve any requests in a fair and balanced way.
- If you remain dissatisfied with our final response to any query or complaint, you can use existing established industry formal dispute routes.
Please use the portal for existing applications. If you already have an application, please use the connections portal for all enquiries to link questions to specific applications.
The portal provides easy access to your communications, request history, and resolutions, and helps process requests faster. Please note if you choose to use other channels this could result in delays or unprocessed requests.
Connections portal improvements
Based on your feedback we have made improvements to the queries portal user experience.
- Upload up to 99MB per file: You are able to upload any file type up to 99MB per file
- Update case comments at any point: You can update notes or comments to an open case in the portal at any point, without needing a NESO response first
- Single view of all contact in one place: NESO teams can upload documents into the portal so all of the relevant information is in one single view for your reference
Help accessing the portal
To amend or add additional users or super users to your portal access or for any other support please visit here.
Super users can also use the portal to raise any new access requests needed.
For customers who have existing connection offers and dates please continue to use the connections portal to make contact with NESO.
For general connections questions please use our contact us routes here.
Outcomes Enquiries and Complaints Process
To support customers, we have introduced a new complaints procedure enabling customers to raise a complaint.
Frequently Asked Questions
If you need clarification on any part of the Pipeline Formation process, download the FAQs.