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Listening to our Connections customers

At UK Power Networks we value the views and opinions of our customers.

    • View and book onto one of our planned connections stakeholder events

    • Read the latest reports issued under the Incentive on Connections Engagement

    • Read the latest update from our Connections team

Ask the Expert (AtE) surgeries

East of England:

  • Wednesday, 03 January 2018
  • Wednesday, 17 January 2018
  • Wednesday, 07 February 2018
  • Wednesday, 21 February 2018


  • Thursday, 04 January 2018
  • Thursday, 18 January 2018 
  • Thursday, 08 February 2018
  • Thursday, 22 February 2018

South East of England:

  • Friday, 05 January 2018
  • Friday, 19 January 2018
  • Friday, 09 February 2018
  • Friday, 23 February 2018

If you would like to attend one of the above AtE surgeries please email for availability.

Distributed Energy Resources forums

  • Owner Operator Forum: Monday, 15 January 2018
  • Distributed Energy Resources Customer Forum: Tuesday, 27 February 2018

To book a place please email DG-Q& view the Distributed Generation web pages here.

Connections customer forum 

  • Tuesday, 13 March 2018

To book a place please contact our Account Management team with your enquiry via

Highway services forums

  • Tuesday, 06 March 2018

To book a place please email

Highway services surgeries

To book a place please email

Competition in Connections workshop
This forum is for Independent Connection Providers; we provide updates on standards/processes and discuss opportunities for improvement.

  • Thursday, 25 January 2018

If you have any enquiries please email us

Substation Workshop – 07 February 2018

On 07 February 2018, we held a Substation workshop to provide customers with the opportunity to understand more about our substation design and meet some of the team who are involved in the process.  The presentation can be viewed below:

Substation Workshop Presentation

Competition Customer Forum – 25 January 2018

On 25 January 2018, the Competition in Connections team hosted the first customer forum of the year.  A range of topics were covered including the CiC Code of Practice Review; Electric Vehicles and the Grid; Safety Update and Planning for 2018-19. The event was positively received by our customers and the presentations can be viewed below:

CiC Customer Forum Presentation

Joint DG Customer Forum hosted with SSEN – 19 October 2017

On 19 October 2017, at our DG Customer Forum in Old Windsor, we worked in partnership with SSEN and covered a range of subjects including; Flexible Connections and ANM; Transition to DSO; Storage; Statement of Work Appendix G and Network Planning. The event was positively received by our customers and the presentations can be viewed below:. 

SSEN & UKPN Joint Forum Presentation

Connections customer forum – 14 September 2017

On 14 September 2017, at our Connections customer forum in Canary Wharf, London, we covered a range of subjects including; a performance review and update of our Service Development Plan, Overview of Substation Locations and 1.5mva transformers, a session about our transition to a Distribution System Operator and also a guest speaker from Transport for London, Rhona Munck, who shared an update about the Mayors Transport Strategy. 

Connections Forum Presentation
Future Smart Presentation

If you would like further information about the Mayors Transport Strategy, please visit their web pages here.


Connections customer forum - 9 March 2017

On 9 March 2017, at our Connections customer forum in Holborn Bars, London, over 60 customers joined us to hear about a range of subjects that included; Electric Vehicle and their impact on our network and Network Planning. Attendees also had the opportunity to meet with members of the UK Power Networks Senior Management Team and comment on our proposed improvement initiatives for the next 12 months.

Download the presentations and associated material
Download the event summary and feedback

eMaps requirements workshop

We met with a group of customers on the 30 June 2016 to gather their requirements for a new and improved eMaps service. This output has been used to collate a list of requirements that form the basis of the solution we will seek to implement, once a supplier has been selected.

ICE initiative 19.16 eMaps session output

We understand how important it is for you to have transparency over our legal processes and how important it is to reduce the time it takes to complete land rights.

We are committed to reviewing our processes and tracking and publishing our timescales for the completion of land rights.

Our performance

Timescales for the completion of Land Rights graphs

The graphs record the number of working days a project is held within 'Consents' from the initial discussions and agreement of Heads of Terms through to actual completion of the legal documentation, less any period where UK Power Networks is awaiting critical information from the customer during the process, which prevents progress to completion. 

Measures introduced to achieve improvements – To date: 

  • Introduction of a new Consent Acquisition Policy, incorporating a Consent Matrix. This Matrix will allow for a wider use of Wayleave Agreements for the acquisition of consents for low voltage connections, which in turn will bring turnaround times down and reduce customer quotes.  

  • Review of UK Power Networks legal documentation to achieve greater consistency across all three DNOs and completion of a trial of revised documents which include new standard provisions that will be offered at the outset to minimise re-drafting.

Proposals for future improvements

  • Develop a streamlined process for the delivery of ‘1st Party’ consents, to include the use of Unilateral Notices

  • Continual review and refinement of UK Power Networks legal documentation

  • Introduction of a ‘prompt’ mechanism to chase up the customer/landowner once UK Power Networks' Solicitor has been instructed.

Legal Process Overview

Legal Process Overview June 2016

We have had feedback from some of our customers that the process by which we determine that an applications for a connections to our distribution networks is Speculative is not always clear or transparent to them. The term Speculative in this context has a particular definition described in the Common Connections Charging Methodology Statement (CCCMS) (paragraph 5.39 refers). Our interpretation of this aspect of the CCCMS, and therefore whether we define a project Speculative or not, can have a significant impact on the cost of the connection where reinforcement is required.

To understand the issues, we invited stakeholders to attend a workshop on Monday 22 August to discuss:

  • Stakeholder views on the existing UK Power Networks interpretation of the five CCCMS bullet points (CCCMS paragraph 5.39 refers)
  • Other areas that UK Power Networks has considered could form part of the assessment as to whether a project is a Speculative Development
  • Other areas that stakeholders felt we should take into account when deciding if a project is a Speculative Development

Circa 20 stakeholders attended the workshop. We would now like you to give us your views on the questions we asked at the workshop. Below you will find:

Please note that the first part of the survey is intended for you to provide your views on our interpretation of the five CCCMS bullet points (as shown in the presentation) and not in respect of the bullet points themselves.

If you have any questions please email us at 

Thank you for your support.

Invitation for Expression of Interest

The expression of interest (EoI) document identifies ten network locations where flexibility could potentially be of benefit to the network. For each of these locations, we provide indicative requirements.

Distributed energy resources capable of adjusting how much they consume or generate can support the local distribution network at times of high electricity demand, and receive payment from UK Power Networks in return. These resources can be generators, consumers, and electricity storage connected to our networks that can increase exports (generate more) or reduce imports (consume less) when instructed.

To register interest in this tender round, and to apply for pre-qualification, please send your completed questionnaire to by 8 Sep 2017.

Flexibility Services - Invitation for Expression of Interest
Expression of Interest postcodes
Expression of Interest questionnaire

Flexibility Service Design consultation

These are exciting times for our industry. The nation’s journey to a low carbon economy is revolutionising the way we produce, distribute and consume electricity.

Whilst we continue to operate and invest in the network to maintain a safe, secure, and sustainable power supply to 8 million homes and businesses, we need to make use of smart, flexible, and innovative techniques to ensure delivery of our outputs, minimise the cost impact on consumers, and manage the increased complexity of this low carbon world.

At UK Power Networks, we believe that customer flexibility will be central to facilitating a smarter, flexible energy system.

Our flexibility programme is looking to utilise response from generators, demand side providers, and electricity storage resources connected to our networks to support efficient network planning and operations.

We are consulting to gather stakeholder views on a number of areas to shape the nature of the flexibility contracts we put in place, in particular:

  • The design of the payment structures, including the use of availability windows;
  • The compatibility with other system services, and the means of avoiding conflicts;
  • The use of performance incentives, including the use of baselining;
  • The treatment of new service providers, and in particular the interaction with the connections process;
  • The timeline of procurement proposed for each tender round, and
  • The approach to assessing received tenders.

At a time of unprecedented change in our industry and in society generally, it is more important than ever that we listen, collaborate and share. Engagement is central to UK Power Networks’ business strategy.

Please send all responses back using the response form to by 4 August 2017 - the consultation is now closed.

Flexibility Service Design consultation document
Flexibility Service Design consultation feedback form
Design consultation responses summary document

Ask the Expert

If you submit an enquiry via our Ask the Expert service, we aim to respond within five working days. Below are our actual response times.

Quote lead times

You've asked us to monitor and improve the time it takes us to send you a formal quote. This includes quotes for diversionary estimates as well as capital works.

We continue to see a year-on-year increase in enquiries but have seen a modest improvement year-to-date in our quote lead times. 

If you receive a quote from UK Power Networks it will be subject to a validity period that will be clearly explained within the quote. If this time period passes, the quote can no longer be accepted and a new quote or a re-quote will be needed.

Connections re-quote process [pdf]

Guranteed Standards of Performance (GSoP)

GSoPs were created to measure our performance in areas of metered and unmetered connection work (providing estimates or quotes, and delivery of work). In cases where we are not able to provide the service within the performance timescales we will make a payment to you after considering any relevant adjustments and exemptions - further information can be found here.

Our current performance against GSoP is set out below.


As part of our 2017 / 2018 Service Development Plan, we committed to improve the timescales associated with Disconnections. The below graphs show our achievement against each initiative since 01 April 2017.

* * * * * * *

38.17 - For all stand-alone LV Service disconnections (non complex)* complete a site visit within 3 working days of application (applies to applications received after 01 April 2017)

Target: 80% of site visits completed within 3 working days of receipt of application

 Overall, the time taken to survey jobs, year to date, is 8.6 working days (2,183 jobs)

* * * * * * *

39.17 - For all stand-alone LV Service disconnections (non-complex)* generate a quote within 5 days of site visit (applies to applications received after 01 April 2017)

Target: 80% of quotes generated within 5 days of the site visit

Overall, the time taken to survey jobs, year to date, is 8 working days (1,465 jobs)

* * * * * * *

40.17 - For all stand-alone LV Service disconnections (non-complex)* complete work within 10 days of supplier flows (applies to applications received after 01 April 2017)

80% of disconnections carried out within 10 days, following receipt of the appropriate supplier flow and following the supplier notification period, subject to street work constraints

Overall, the average time taken to deliver jobs, year to date, is 11 working days

*for Initiatives 38.17, 39.17 & 40.17 the definition of (non-complex) is - an LV service cable up to 400amps fed from a passing main, or a mains cable up to 400amps (not fed direct from a sub station) and where the disconnection work is not associated with any other connections or diversion activity.