Elexon Support is a centralised enquiry management tool that enables you to manage your questions and queries with us. The service will help you submit cases, track them and get updates on their progress
Access to Elexon Support
Please use the following link:
When you access Elexon Support you will need to ensure that you have an account in order to submit an enquiry.
If you do not yet have an account then just follow the “Register an account” process and after which you will be able to log in and submit your enquiry.
If you already have an account you will have been contacted via email with instructions on how to activate your account.
Benefits of Elexon Support
- Single location – submit enquiries about service issues or Elexon systems related questions from a single location
- Enquiry reference numbers – each enquiry, or case, receives a unique reference number
- Track your enquiry – you will be able to follow your enquiry and receive real-time updates on its progress
- Faster resolution – Elexon will be able to manage your enquiry more quickly and efficiently
- Archive of all your enquiries – the service retains the details of all you current and past enquiries
- Simplified process – all Elexon’s teams use Elexon Support, ensuring a streamlined and efficient service
Watch showcase video about Elexon Support
Getting Started with Elexon Support
Registering an account
As part of the Elexon Support enquiry service we need you to set up Microsoft Authenticator in order to enable the Two Factor Authentication (2FA) process that will protect your account. The main benefit of 2FA on our website is to create an enhanced security process that protects against hacking, even if a password is stolen.
Watch this video to find out more…
Raising a service issue as a parent organisation
A “parent” organisation is a central company that can raise a service issue for one or more “child” organisation that it oversees. Users of the “parent” organisation will be able to see all of the cases that have been raised for those associated “child” organisations.
Watch this video to find out more…
Raising a service issue for a child or stand-alone organisation
A “child” organisation is a subsidiary of a “parent” organisation and will usually only have the ability to raise enquiries for their own organisation. A “stand-alone” organisation is a company that is not linked to a parent / child structure and will only have the ability to raise enquiries for their own organisation.
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Responding to a question from Elexon
If you have raised an enquiry through Elexon Support you may be contacted by us for further information to help us gauge the specifics of the case and ensure the correct resolution is obtained. Any questions we may have will be sent to you by email prompting you to log into Elexon Support where you can supply more information to support your enquiry.
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Accepting or rejecting a resolution
Once Elexon has responded to your enquiry you will have the opportunity to accept or reject the proposed resolution. If you accept the resolution this will close the case. If you reject the resolution you will have the opportunity to ??
Please note that if you do not accept or reject the resolution then the case will be automatically closed after tem working days.
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Customer feedback
We are keen to obtain your feedback about Elexon Support and how we manage your enquiries so will be seeking feedback from our customers as they use the service. All feedback will be used to inform the next development phase of the service so that we can enhance the areas that you want to see improved.
Feedback within the Elexon Support service
There is an opportunity to send through feedback when you have used the Elexon Support enquiry service. There is a Feedback & Surveys link at the top of the Elexon Support page but we also send out emails to a random selection of customers asking them for their feedback.
Watch this video to find out more…
Feedback through the Service Management Forum
Elexon have established a Service Management Forum which is a monthly engagement led by Elexon’s Service Management Team, designed to inform and update representatives from across the industry on key developments, changes, and performance insights related to Service Management operations.
It has been established to provide a transparent, and collaborative platform for sharing updates on Elexon’s Service Management practices, tools, and service quality enabling industry participants to stay informed, offer feedback, and align on any shared service goals.