Contact us
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 five days.
Domestic queries
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).
Report a power cut
If you’re experiencing a power cut, 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.
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 for free (lines are open 24 hours a day).
Customer service
Contact details for different areas of the ESO can be found below. If you do not know who to contact, please email or call our customer service team who will be able to advise.
Call: 0800 464 3621
Email: [email protected]
"Use of System" charging queries
How to contact us about system and connection charges, including own-bills, forecast costs or calculation of the billing methodology?
Transmission Network Use of System (TNUoS) charges
Call: 01926 654633
Email: [email protected]
Balancing Services Use of System (BSUoS) charges
Call: 01926 654613
Email: [email protected]
Connection charging enquiries
Email us if you need help with connection charges and how they are calculated.
Email: [email protected]
Managing your Connection
Get in touch with our connections team to talk to us about connecting your asset, or about an existing connection application. You can also visit our Connections page.
Email: [email protected]
Or visit our connections page.
Balancing services queries
Get in touch with our balancing services team to discuss contracts 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 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]
Industry codes
Get in touch with us about the industry codes managed by the ESO. You can also visit our Codes pages.
Connection and Use of System (CUSC)
Email: [email protected]
For more information about CUSC, visit our CUSC page.
Grid Code (GC)
Email: [email protected]
For more information about Grid Code, visit our Grid Code pages.
Security and Quality of Supply Standard (SQSS)
Email: [email protected]
For more information about SQSS, visit our SQSS pages.
System Operator Transmission Owner Code (STC) enquiries
Email: [email protected].
For more information about STC, visit our STC pages.
European Network Codes (ENC) enquiries
Email: [email protected]
For more information about ENC, visit our European Network Codes page
Other contact information
Get in touch with our connections team if you need to talk to us about connecting your asset, or about an existing connection application. You can also visit our Connections pages.
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.
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 office addresses
National Grid ESO Operational Headquarters – Warwick
National Grid ESO
Faraday House
Warwick Technology Park
Gallows Hill
Warwick, CV34 6DA
Tel: 01926 653 400
National Grid - Wokingham
National Grid ESO - London
National Grid ESO
179 Great Portland Street
Marylebone
London
W1W 5PL
National Grid’s corporate headquarters - London
This is our registered company address.
1 - 3 Strand
London, WC2N 5EH
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.
|
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.