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ELEXON Helpdesk
The ELEXON Helpdesk accepts all queries relating to the balancing and imbalance settlement processes and supply competition in Great Britain.
Telephone: 020 7380 4222
Email: helpdesk@elexon.co.uk
The ELEXON Helpdesk is open between 8.30am to 5pm from Monday to Friday. For operational assistance outside these hours please refer to the Out of Hours Operational Support page.
Other Helpdesks
Our BSC Agents also provide helpdesk facilities as they are better placed to resolve specific operational queries relating to their services. To find out more or to contact one of these Helpdesks please go to the Other Industry Helpdesks page.
Frequently Asked Questions
To view frequently asked questions refer to the FAQs page.
Log a Call
You can call or email us, or alternatively simply complete our ‘Speak to Us’ form. When we receive your query, you will receive an email confirming the reference number, contact details of who will deal with it and the Service Level Agreement (SLA) assigned.
Service Level Agreements
We try our best to resolve your queries as quickly as possible and we provide Service Level Agreements relating to the initial response timescales for your query. We use a prioritisation matrix to assess the urgency of the call but you can request a higher urgency if necessary.
|
Type of Helpdesk Queries |
Service Level Agreements
|
Initial Response Time |
|
Immediate, sustained or potential threat to the Settlement Timetable and output
to SAA |
Very High |
10 minutes |
|
Severe impact on Parties, Party Agents and BSC Agents |
High |
30 minutes |
|
General BSC queries |
Medium |
4 hours |
|
General Information Enquiries
|
Low |
3 working days |
Feedback
We value your opinions and will do our best to address them. To give us feedback
on the service provided by the ELEXON Helpdesk, please complete the feedback
form available from the Related Link menu alongside.
We also carry out an annual customer satisfaction survey. 
Please click here for the results (70Kb)
.
We keep comprehensive records of any queries we receive from our customers. If you would like details of queries previously raised by your organisation please contact us.