New grid connection in the UK: deadlines, complaints

The short answer

A new home, a heat pump, a charging point or solar panels can need a new or bigger connection. The grid operator does this work, and many countries set deadlines and rules on costs.

📜 The rules in the UK

Grid connection

Great Britain: ask your regional network operator for a new or upgraded connection. By law it must send a quote for a single low-voltage connection within 5 working days, or pay you a set amount for every working day late; the works must be done by the agreed date.

The payment amounts under these Guaranteed Standards of Performance are updated for inflation every year; the 2026 amounts apply from 1 April 2026. (ofgem.gov.uk)

Official source: legislation.gov.uk · Checked 2026-09-30

🪜 Step by step

Apply to the grid operatorApply to the grid operator for your address, not your supplier. Say what you want to connect and the capacity you need.
Ask for a quote and a dateThe grid operator should tell you the cost and when the work will be done. See the rules for the UK below.
Keep track of deadlinesWrite down the dates. If a deadline is missed, ask why in writing.
Complain if it goes wrongComplain to the grid operator first, then to the body named below.

📇 Who to contact

NIE Networks — Northern IrelandRuns the local grid, meters and connectionsPower cut, meter problem, new connection📞 03457 643 643 🔗 www.nienetworks.co.uk

Ofgem (Office of Gas and Electricity Markets)Supervises energy companies and explains your rightsFor information, and to report a company that breaks the rules🔗 www.ofgem.gov.uk

Utility Regulator (Northern Ireland)Supervises energy companies and explains your rightsFor information, and to report a company that breaks the rules🔗 www.uregni.gov.uk

Energy OmbudsmanSettles disputes with energy companiesWhen the company has not solved your complaint📞 0330 440 1624 🔗 www.energyombudsman.org

❓ Questions

Who pays for the connection?

Usually the customer pays a connection charge set by the grid operator or the regulator.

Why does my grid operator refuse or delay?

Sometimes the local grid is full. Ask for the reason and the expected date in writing.

Do I need a new connection for solar panels?

Often not for small systems, but you usually have to register them with the grid operator.

📎 Sources

Checked: 2026-09-30

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

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🔗 New or bigger grid connection in the UK: how long may it take and who do I complain to?