Working with your Distribution Network Operator

There are 14 Distribution Network Operators across Great Britain. These are the licensed companies that own and operate the network of towers, transformers, cables, and meters that carry electricity from the national transmission system and distribute it across Britain. 

The Distribution Network Operators acts as a gatekeeper to the national transmission grid, distributing energy from the grid to homes and businesses.  

Heat pumps are a key solution for decarbonising buildings and will be critical for meeting the UK’s commitment to achieve net zero by 2050. However, as heat pumps can significantly increase the electricity usage at a site or disturb the quality of the voltage, the Distribution Network Operator for that site needs to ensure that it can manage the demand of the new pump being installed before granting permission for connection.  

This page aims to provide best-practice guidance for applicants under schemes such as the Public Sector Decarbonisation Scheme (PSDS), Home Upgrade Grant (HUG), and Social Housing Decarbonisation Fund (SHDF). Our guidance is designed to help you get your heat pump connected to your local electricity network. 

Why would I need to upgrade or reduce my electricity supply?

You may need to upgrade your supply if you’re making changes to your property, like installing a piece of electrical equipment that will increase the electricity demand. You may also need to decrease your supply if you have removed a large piece of equipment from your property. For more information see the Scottish & Southern Electricity Networks. 

It is important to always engage with your Distribution Network Operator when embarking on a decarbonisation project as they will be able to tell you whether any additional upgrade works are required. 

Once you have submitted an application to your Distribution Network Operator, they will be able to provide you with a ‘Connection offer’ and quotation of works needed, or an ‘Ok to connect’. 

Before you start

Remember to engage early with your Distribution Network Operator as timescales to receive a quotation can vary. Where possible it is advisable to request a quotation rather than estimate.  

Maintain regular communication with the project manager assigned to your scheme. If you encounter further issues, please reach out to your relationship manager. Your relationship manager, assigned at the start of your project, is there to guide you through your decarbonisation journey, whether you are participating in the Public Sector Decarbonisation Scheme (PSDS), Home Upgrade Grant (HUG), Social Housing Decarbonisation Fund (SHDF), or another initiative. 

What the Distribution Network Operator will need from you:

• Your contact details.
• The MPAN number of the property you would like to increase or decrease. You can ask for this number from your energy supplier.
• The meter serial number.
• The full address of the site.
• The total current load at the property. This means the capacity already available at the address you are asking for. If unsure about the available capacity, you can ask your energy supplier.
• The total load you will need. This value represents the total capacity needed after the upgrade; you might get this value from your technical solution supplier or consultant.  
• A letter of authority if you do not own the land.
• A drawing or a plan showing the location of the electricity meter within the property.

Each Distribution Network Operator has a page to submit your application on their website. You may need to register for this. 

From the menu of the Distribution Network Operators website, look for the electricity area and select “Change an existing supply” or, in case of a new building that never had an energy connection, please select “Install something new”.  

Complete your request form and submit it to the address on the form. You should receive a confirmation of submission within 48 hours of your submission. 

Details

Be accurate when writing contact details, make sure that the email address and phone number in your details are active and used regularly.

Site address:

If your project is taking place at a single site, use the site address. If your project includes a series of locations, to avoid any confusion, make sure that you have a conversation with your Distribution Network Operators customer service to address what is the best way to submit your request.

Comments:

If your request is related to the Public Sector Decarbonisation Scheme (PSDS), please ensure you clearly state this when contacting your Distribution Network Operator (DNO). This will help the DNO team assign the appropriate priority to your inquiry. 

For applicants under the Social Housing Decarbonisation Fund (SHDF), these costs can typically be included under you’re A&A costs. Be sure to follow the guidance provided for SHDF-specific applications. 

Type of quotation:

We recommend asking for a formal quotation; however, you will need to be very clear on how much capacity you need and where. Any quotation is not guaranteed until payment is made to the Distribution Network Operator.

If you feel it would be beneficial to better understand the funding programmes we offer, such as the Public Sector Decarbonisation Scheme (PSDS), please don't hesitate to contact us for guidance. 

In July 2023 we invited guest speakers Kyle Smith, Connections Strategy Engineer at National Grid and Austen Toone, Lead Relationship Manager at Scottish & Southern Electricity Networks to share the following: 

• What the Distribution Network Operator is and its relevance to decarbonisation projects. 
• How grant recipients across schemes can successfully deliver projects involving the Distribution Network Operator.  
• Best practices for engaging with your DNO effectively.  
• The information shared in this webinar can be valuable for participants in various schemes aiming to decarbonise buildings and improve energy efficiency. 

View the Frequently asked questions for Distribution Network Operators