Connections Reform is a major overhaul of the connections process in Great Britain. ‘Gate 2 to Whole Queue’ (G2tWQ) is the name given to the one-off exercise created by connections reform and led by the National Energy System Operator (NESO) that will streamline the existing connections queue so that it is focused on ‘ready’ and ‘needed’ projects.
The role of DNOs in the G2tWQ exercise is limited but includes assessing readiness evidence for certain projects and ensuring that queue realignment determined by NESO is accurately reflected in the distribution connection agreements with affected customers.
NESO is primarily responsible for the implementation and timeline of the reform process, queue realignment, processing transmission-related aspects of connection applications and related decisions. This includes assessing connection applications against the Gate 2 criteria methodology.
Complaint Handling Process
In the event you wish to make a complaint in relation to aspects of the G2tWQ process, we have Customer Liaison Teams for SPM and SPD areas who will manage DNO-focused customer complaints.
When a complaint is received we will follow our complaints process. The chart below details how we manage stage one complaints:
While we will aim to meet or exceed the timescales above, there may be occasions when we need to gather information from other parties (such as NESO). Our timescales for issuing a final response may be extended as we await the information we need to conclude our processes. We will communicate with you throughout the complaint journey to ensure you have the most up to date information.
How to contact the Customer Liaison Team
If you need to discuss a connections reform related issue, or raise a complaint, you can contact us using the email addresses below. Please provide as much detail as you can - this helps us gather the information we need to respond to you.
SPM customers: connectionsreform-distribution@spenergynetworks.co.uk
SPD customers: SPDSOW@scottishpower.com
NESO
If you need to contact NESO you can reach them using the details below. NESO provide a range of frequently asked questions, linked below, which may assist you.
Next steps if you feel your complaint has not been resolved: If having gone through the complaints process parties have been unable to reach a resolution, customers have the option to contact the Energy Ombudsman or OFGEM.
Energy Ombudsman
OFGEM
Supplemental Ofgem Guidance on the determination of disputes: Gate 2 to Whole Queue