Frequently asked questions for Distribution Network Operators

A DNO is a licensed organisation responsible for maintaining the local electricity network. They ensure your site can safely be connected or upgraded when its electricity use changes.

Projects that increase or alter electrical demand, such as heat pumps, EV chargers, solar PV, or battery storage, can impact voltage quality and local grid capacity. Early notification allows the DNO to assess and respond accordingly.

An estimate is a rough cost indication. A quotation is a formal offer from the DNO and becomes binding once accepted and paid.

The National Energy System Operator (NESO) is responsible for managing the national electricity transmission system and long-term energy planning. DNOs work with NESO when large-scale generation projects (typically over 5 Megawatts) may impact the wider transmission network. For most decarbonisation projects supported by Salix, the local DNO manages the connection directly, ensuring alignment with NESO’s regional planning frameworks.

A “zombie project ” refers to a grid connection that has secured capacity but has shown no progress or communication over time. These are being reviewed as part of Ofgem’s Clean Power 2030 reforms to release unused capacity. If your project is active and progressing, it is not at risk.

An MPAN (Meter Point Administration Number) is a unique reference for your electricity connection. Delays in allocation can occur if the site has no established address or the meter hasn’t been energised. In these cases, a temporary MPAN may be issued.

Yes. The DNO may offer guidance based on your MPAN, and some may provide site surveys. This helps where smart meters or data loggers aren’t available.

Yes, in some cases, a temporary MPAN can be issued for planning purposes. This is useful when the permanent supply point hasn't yet been registered.

You will need your site’s MPAN, meter serial number, address, current and proposed electrical load (in kW or kVA), a site plan showing the meter location, and a letter of authority (if you’re not the building owner).

Check your electricity bill for the “assigned capacity,” or contact your electricity supplier or DNO using your MPAN.

Your electricity supplier or the DNO may be able to help. Some DNOs offer site visits or surveys, though charges may apply.

Yes. Reducing your agreed capacity can lower standing charges. Speak with your DNO to explore this.

DNOs provide open data portals with interactive maps showing available capacity and known constraints. Some also offer downloadable GIS (Geographic Information System) files and bespoke data services. These tools are useful for identifying areas with limited headroom and can support early planning and engagement.

DNOs publish information on contracted projects, but pending applications are not shared due to commercial confidentiality. For a more complete picture, we recommend booking a connection surgery with your DNO to discuss local network activity and future planning.

Use the DNO’s online portal to submit a “Change existing supply” or “New connection” request. Include accurate contact details and reference any funding scheme (e.g. PSDS Phase 3c).

You should receive a confirmation within 48 hours. The DNO will respond with either an “Ok to connect” or a “Connection offer” requiring further works and a quote.

Yes. You can accept only the non-contestable elements from the DNO and manage the rest separately, which may result in a revised quote.

Yes. Both technologies follow the same DNO application process via the online portal. If your system will export electricity (e.g. solar PV), you must notify the DNO, even for small installations. The portal will guide you through the relevant steps based on your technology type.

Either the DNO or your contractor can apply, but only if they hold the correct licence (e.g. a Section 50 Street Works licence). If your contractor isn’t licensed, the DNO will take responsibility for submitting the road closure application.

Differences reflect regional infrastructure and legacy systems. However, the industry is working to standardise terminology and processes through the Grid Connections Reform programme, led by Ofgem and the Energy Networks Association. Improvements are expected over the coming years.

Using independent contractors can reduce costs but increases your responsibility for managing timelines, quality, and compliance. DNOs can coordinate with third parties but cannot guarantee delivery if delays occur. Choosing the DNO for all works offers a single point of accountability and may reduce risk.

If your installed capacity ends up being lower than originally approved, that’s generally fine - let your DNO know so they can update your connection agreement. However, if the capacity increases or if you change the technology (e.g. switching from solar PV to combined heat and power), this may trigger new studies or approvals. Early communication with your DNO is essential to avoid delays. 

Yes, in England (e.g. PSDS). Always check scheme guidance to confirm eligibility.

Some do, depending on project size and region. Charges are often waived below certain thresholds.

Yes. You’re entitled to a breakdown of contestable (optional) vs non-contestable (fixed) works.

DNO costs can vary depending on site conditions, infrastructure requirements, and project complexity. If your quote seems unexpectedly high, contact your DNO’s regional team to request a review. Many DNOs have dedicated teams working with local authorities to improve transparency and support delivery.

Yes, if the equipment is essential to the delivery of a Salix-funded technology (e.g. heat pumps, solar PV, or battery storage). Costs must be within the approved project scope. Contact your Salix relationship manager to confirm eligibility and ensure audit compliance.

Simple upgrades may take weeks. Larger or high-voltage works could take several months. Always build in time for DNO-related activity.

Yes, if discussed early. Your DNO may agree to deliver works in stages.

DNOs may allow grouped submissions for estates or batches of buildings. Always confirm with them first.

Follow up with your DNO's contact centre. If you still receive no response, escalate via their customer service route or consult your delivery team lead for support.

Response times vary depending on the complexity of your application. Standard connections are usually processed within the DNO’s service-level targets. If no additional capacity is required, turnaround may be quicker. For project-specific timelines, contact your local DNO team directly.

Yes, even if you're only removing equipment, such as gas boilers, the DNO needs to know. A change in load (increase or decrease) can affect the local network.

Yes. Even if you’ve paid for a higher NPR, you must still engage with the DNO to confirm the capacity is available and the network can support your changes.

If your main fuse rating is higher than your cable’s capacity, the DNO may refuse to energise the supply or may recommend fuse downgrading. Always check cable ratings as part of your load assessment.

Costs vary by site and technology. For small-scale PV (up to 30kW), typical upgrade costs might range from £3,000–£10,000, depending on network reinforcement needs.

Check your DNO’s website. Many offer online capacity maps and hold regular PACE or ‘surgery’ sessions where you can ask about upcoming projects, capacity, and expected timescales.

Cable diversions for EWI works are treated as service alterations rather than new connections. You should share the details with your DNO early in the process. A designer may need to visit the site and provide a quote for the work. Engaging early helps to avoid delays and ensures compliance with safety standards. 

Independent Connection Providers (ICPs) can offer a turnkey service and multi-utility capability, which can speed up delivery and provide flexibility. However, quality can vary. The lowest-cost option isn’t always the best- choose based on experience and compliance, not price alone. ICPs should liaise with DNOs for complex designs and with contractors for cost estimates to ensure smooth delivery.