Contacting us about Connections Reform​ | National Energy System Operator

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Contacting us about connections reform​ Add to favourites Close tooltip Sign in to add this page to your favourites [Sign in or register](/saml-login) Show favourites Close Close tooltip Sign in or register to manage your favourites [Sign in or register](/saml-login) [Help](https://www.neso.energy/help-centre) ###### In this section * [About Connections Reform](/industry-information/connections-reform/about-connections-reform) [About Connections Reform](/industry-information/connections-reform/about-connections-reform) Back [About Connections Reform](/industry-information/connections-reform/about-connections-reform) [View](/industry-information/connections-reform/about-connections-reform) * [Advancement fees](/industry-information/connections-reform/advancement-fees) [Advancement fees](/industry-information/connections-reform/advancement-fees) Back [Advancement fees](/industry-information/connections-reform/advancement-fees) [View](/industry-information/connections-reform/advancement-fees) * [Connection Reform Customer area](/industry-information/connections-reform/connection-reform-customer-area) [Connection Reform Customer area](/industry-information/connections-reform/connection-reform-customer-area) Back [Connection Reform Customer area](/industry-information/connections-reform/connection-reform-customer-area) [View](/industry-information/connections-reform/connection-reform-customer-area) * [Connection Reform webinars and archive](/industry-information/connections-reform/connection-reform-webinars-and-archive "For more information join one of our webinars or view our webinar archive videos.") 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Maybe later [Go to your account](/user/dashboard) # 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.​ [Types of contact​](#Types-of-contact​) [Information on Queries & Complaints​](#Information-on-Queries--Complaints​) [Contacting us via the Connections Portal​](#Contacting-us-via-the-Connections-Portal​) [Non Connections Reform contacts​](#Non-Connections-Reform-contacts​) Types of contact​ Information on Queries & Complaints​ Contacting us via the Connections Portal​ Non Connections Reform contacts​ Types of contact​ 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​ Contacting about your pipeline outcome notification​ Information on your offer or ATV offer next steps​ Contacting us about your application checks and evidence​ Connections Reform information​ Contacting about your pipeline outcome notification​ Information on your offer or ATV offer next steps​ Contacting us about your application checks and evidence​ ## Connections Reform information​ You can find lots of comprehensive and useful information on all aspects of connections reform in our [online handbook](https://www.neso.energy/document/373546/download) and [FAQ’s](https://www.neso.energy/document/374016/download).​ ​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. [Visit Pipeline Notification Enquiries](https://www.neso.energy/industry-information/connections-reform/connections-reform-outcomes-enquiries-and-complaints-process) ## 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](https://www.neso.energy/document/373546/download) and [FAQ’s](https://www.neso.energy/document/374016/download)​ ​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. ​ [Visit the Connections Portal](https://portal.nationalenergyso.com/cpp/s/login/?ec=302&startURL=%2Fcpp%2Fs%2F) ## 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. ​ [Visit the Connections Portal](https://portal.nationalenergyso.com/cpp/s/login/?ec=302&startURL=%2Fcpp%2Fs%2F) Information on Queries & Complaints​ 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​ [Visit the Connections Portal](https://portal.nationalenergyso.com/cpp/s/login/?ec=302&startURL=%2Fcpp%2Fs%2F) How you can make contact​ How we will manage and respond to enquiries If you are unhappy with our response​ How you can make contact​ How we will manage and respond to enquiries If you are unhappy with our response​ ## 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.​ Contacting us via the Connections Portal​ 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​ Help accessing the portal Connections portal improvements​ Help accessing the portal ## 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​.](https://www.neso.energy/industry-information/connections/connections-portal) ​Super users can also use the portal to raise any new access requests needed.​ Non Connections Reform contacts​ 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​.](https://www.neso.energy/industry-information/connections/help-and-support) ### [Outcomes Enquiries and Complaints Process](/industry-information/connections-reform/pipeline-notification-enquiries) [](/industry-information/connections-reform/pipeline-notification-enquiries) To support customers, we have introduced a new complaints procedure enabling customers to raise a complaint. ### [Frequently Asked Questions](https://www.neso.energy/document/374016/download) [](https://www.neso.energy/document/374016/download) If you need clarification on any part of the Pipeline Formation process, download the FAQs. ## Footer * [About NESO](/about-neso) + [Who we are](/about/our-people) + [Operational information](/about/operational-information) + [Careers](/careers) + [Applications, portals and APIs](/applications-portals-and-apis) * [Contact us](/contact-us) + [How to report a power cut](/energy-outages) + [Help centre](https://portal.nationalenergyso.com/nesoHelpCentre/s/) + [Media centre](/news-and-events/media-centre) * [Corporate information](/corporate-information) + [Suppliers](/suppliers) + [Freedom of Information and Environmental Information Regulations](/corporate-information/freedom-information-and-environmental-information-regulations) + [Modern Slavery Statement](/corporate-information/modern-slavery-statement) + [Public Sector Equality Duty (PSED)](/corporate-information/public-sector-equality-duty-psed) ## Site * [Accessibility](/accessibility) * [Privacy notice](/privacy-notice) * [Cookie policy](/cookie-policy) * [Terms and Conditions](/terms-and-conditions) * [Security](/security) * [Responsible Disclosure](/responsible-disclosure) ## Social * [Twitter](https://x.com/NESO_energy) * [LinkedIn](https://www.linkedin.com/company/neso-energy) * [YouTube](https://www.youtube.com/%40NESO_energy)  logo--facebook