Working with Your Distribution Network Operator (DNO): delivery toolkit

Purpose of this toolkit

This toolkit is for delivery teams working on projects that aim to reduce carbon emissions in buildings. These might be funded through public sector or housing schemes, or delivered independently by local authorities, education providers, health trusts, or other organisations.

It provides simple, practical guidance on how to work with your Distribution Network Operator (DNO), the company that manages the electricity supply to your site.

When you’ll need this toolkit

You will need this toolkit if your project involves electrical upgrades or changes as part of a decarbonisation initiative. This includes projects funded through schemes such as:

Use this guide if your project involves:

  • Installing heat pumps
  • Adding solar panels or battery storage
  • Removing large equipment like old gas boilers
  • Building a new facility or carrying out major upgrades
  • Making any changes to your electricity use or supply

What is a DNO?

A DNO is the company responsible for the electricity cables and equipment that deliver power from the national grid to your site.

There are 14 DNOs in Great Britain, each covering a specific area. They are the first point of contact if your site needs more electricity or if changes to your supply are required.

If your project increases your electricity use (for example, by adding heat pumps), the DNO needs to check that the local network can support it.

Step-by-step process to work with a DNO

You are viewing: Step 1

Step 1

Decide if you need to contact the DNO

You should get in touch if:

  • You are installing or removing equipment that uses a lot of electricity
  • You are building something new
  • You are unsure whether your current supply is enough

Step 2

Gather information about your site

Before contacting the DNO, collect:

•    Your site’s MPAN (Meter Point Administration Number – found on your electricity bill)
•    Meter serial number
•    Full site address
•    Current electricity load (in kW or kVA)
•    Planned electricity load after your project
•    A letter of authority (if you are not the building owner)
•    A site plan showing where the meter is located

If your electricity bill doesn’t show your assigned capacity, contact your supplier or DNO with your MPAN. Some DNOs offer online heat maps showing local network capacity. If you don’t have smart meter data, your electricity supplier may help. Some DNOs also offer site visits, though this may involve a charge.

Step 3

Contact your DNO

  • If your project is funded through a scheme like the Public Sector Decarbonisation Scheme (e.g. Phase 3a or 3c), clearly state this in your DNO submission.
  • Use clear, up-to-date contact details for someone who can respond quickly to DNO queries.
  • Visit your DNO's website
  • Complete the relevant form:
  • Explain clearly that you are carrying out a decarbonisation project. If your project is part of a funding scheme, include this in your application.
     

Step 4

Get a response and take the next step

You should receive a confirmation from the DNO within 48 hours of submitting your request.

The DNO will either:
•    Confirm you are "Ok to connect" – no extra work is needed
•    Send a "Connection offer" – work is required, and you will receive a quotation

A quotation only becomes binding once payment has been made. An estimate gives a rough idea of cost but is not legally binding. If you accept only the non-contestable works from the DNO, you may appoint your own contractor for the remaining work. This may result in a revised quotation.
 

Useful tips for delivery

  • For projects involving multiple buildings or sites, check with your DNO whether you need to submit separate requests or if you can combine them.
  • Contact the DNO early, ideally before finalising designs or starting procurement
  • Use DNO online maps to check the available network capacity in your area
  • Allow up to 10 weeks for complex quotations
  • Ask for a formal quotation, not just an estimate
  • Keep clear records of all communication for reporting and audits
  • Consider booking a DNO “surgery session” or PACE meeting for complex or high-cost projects
  • If your electricity demand is going down, ask your DNO whether your capacity can be reduced as this may lower your standing charges
     

Visit the DNO FAQs for clear answers about:

  • MPANs and electricity use
  • Working across multiple sites
  • Voltage issues like harmonics and flicker
  • Temporary power connections
  • DNO response times

You can also contact your programme’s delivery support team or relevant technical adviser.

Next step: Check any additional requirements set out in your funding programme or organisation’s internal procedures.

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