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Charging
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- Balancing Services Use of System (BSUoS) charges
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Codes
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- About the Codes Team
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Industry Data and Reports
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ESO
Contact us
Find out which part of National Grid ESO to contact if you have a question or complaint.
We aim to respond to all queries within 24 hours, and to reach a resolution - or let you know the next steps we'll take towards one - within 5 days.
The contact details are grouped in a way that will enable you to have your query resolved by the right person as quickly as possible.
Looking for help with the electricity supply in your home?
We don’t supply homes or other domestic properties. If you have a query about your home or non-industrial property, you’ll need to contact your local distribution network operator (DNO). Find out more.
Select your query type from the list below:
Other useful information:
Domestic queries
Select your query from the list on the left
Report a power cut
If you’re experiencing a power cut, call 105 free (lines are open 24 hours a day).
Important:
Do not call your electricity supplier to report a power cut. Your distribution network operator (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
We don’t supply homes or other domestic properties. If you need to report a metering issue relating to your home or another non-industrial property), you’ll need to contact your local distribution network operator (DNO).
Report a power line hazard
If you spot a potential hazard on or near an overhead electricity line please call us urgently on 0800 40 40 90 free (lines are open 24 hours a day).
"Use of System" charging queries
Select your query from the list on the left
System charges
Need to talk to us about own-bills, forecast costs or the calculation of the billing methodology? Get in touch with the relevant team:
TNUoS queries:
Call: 01926 654633
Email: [email protected]
BSUoS queries:
Call: 01926 654613
Email: [email protected]
For more information about charging, visit our charging page.
Connection charging enquiries
Want to speak to someone about your connection charges and how they are calculated? Get in touch with our team:
Email: [email protected]
Managing your Connection
Select your query from the list on the left
Connections applications
If you need to talk to someone about connecting your asset, or about an existing connection application, get in touch with our connections team.
Email: [email protected]
Or visit our connections page.
Looking for help with the electricity supply in your home?
We don’t supply homes or other domestic properties. If you have a query about your home or non-industrial property, you’ll need to contact your local distribution network operator (DNO). Find out more.
Balancing services queries
Select your query from the list on the left
Contracts enquiries
If you’re a new balancing services provider or have a query about an existing contract with us, please get in touch with our team:
Call: 01926 654611
Email: [email protected]
For more information about balancing services, visit our balancing services page.
Payments and invoices
If you’re an ancillary service provider to National Grid ESO:
Call: 01926 654613
Email: [email protected]
If you have a GTMA (Grid Trade Master Agreement) contract with us:
Call: 01926 654613
Email: [email protected]
Markets contacts
The contacts above may not capture everything that we do. This document provides individual contacts of senior managers and managers in the Markets function.
Industry codes managed by the ESO
Select your query from the list on the left
Connection and Use of System Code (CUSC) enquiries
For more information about CUSC, visit our CUSC page.
If you’re interested in becoming a CUSC party, you can find out more by visiting our connections pages.
To contact us directly about the code, please email [email protected]
Or you can subscribe to the CUSC mailing list.
Grid Code enquiries
For more information about Grid Code, visit our Grid Code pages.
For more information about connecting to the National Electricity Transmission System (NETS), visit our connections pages.
To contact us directly about the code, please email [email protected]
Or you can subscribe to the Grid Code mailing list.
Security and Quality of Supply Standard (SQSS) enquiries
For more information about SQSS, visit our SQSS pages.
To contact us directly about the code, please email [email protected]
Or you can subscribe to the SQSS mailing list.
System Operator Transmission Owner Code (STC) enquiries
For more information about STC, visit our STC pages.
To contact us directly about the code, please email [email protected].
Or you can subscribe to the STC mailing list.
European Network Codes (ENC) enquiries
For more information about ENC, visit our European Network Codes page
To contact us directly about ENC, please email [email protected]
Accessing system data and publications
Select your query from the list on the left
Request data
Whether you’re looking for Demand data, STOR or Frequency Response data, the ESO Data Portal gives you access to the most up-to-date information available.
Email: [email protected]
Or visit our Data Portal for information about all of our open data.
Our publications
If you have a general question about one of our publications, or something more specific, get in touch with our team.
Electricity Ten Year Statement (ETYS)
Visit the Electricity Ten Year Statement page
or email: [email protected]
Future Energy Scenarios
Visit the Future Energy Scenarios page
or email: [email protected]
Network Options Assessment (NOA)
Visit the Network Options Assessment page
or email: [email protected]
Winter Review, Winter and Summer Outlook
Visit the Winter outlook page
or email: [email protected]
For more information about our publications, visit our research and publications page.
Our office addresses
National Grid ESO Operational Headquarters – Warwick office
National Grid ESO
Faraday House
Warwick Technology Park
Gallows Hill
Warwick, CV34 6DA
Tel: 01926 653 400
National Grid - Wokingham office
St Catherine's Lodge
Bearwood Road
Sindlesham
Nr Wokingham
Berkshire, RG41 5BN
Tel: 0118 936 3000
National Grid’s corporate headquarters - London office
This is our registered company address.
1 - 3 Strand
London, WC2N 5EH
Tel: 020 7004 3000
Other queries
Not sure where to direct your query? Get in touch with our Customer and Stakeholder team:
Email: [email protected]
Make a complaint
We are committed to providing you with excellent customer service - first time, every time. However, sometimes things can go wrong. We want to know when this happens so that we can sort out any problems as quickly as possible. When a person or company has a complaint we follow a standard process. If you are not happy with something, please contact the relevant part of the business and they will work to put it right.
To make a complaint:
1. Contact the relevant part of the business using the contact details provided on this page.
2. If you’re not able to resolve your complaint using the contact details above, please email us on: [email protected].
Complaint timelines
Timeline | What happens |
|---|---|
Within 1 working day | We will acknowledge your complaint. |
Within 20 working days | We will investigate and contact you with our response. If it is not possible to get back to you within this timeframe, we will contact you to update you on progress within the 20 working day period. If you’re not happy with the outcome please let us know and we’ll escalate your complaint.
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