Enhancing our customer enquiry processes using Elexon Support

In our recent customer feedback survey, a number of customers expressed the need for a more efficient and streamlined process to submit and track enquiries and concerns related to the BSC and its services.

We’ve taken this feedback on board and have been working on an enquiry management tool called Elexon Support. Elexon Support will provide you with a centralised platform to easily manage your interactions with us.

What Elexon Support can do

The tool is designed to provide you with:

  • A single location to initiate enquiries about service issues or questions relating to the BSC
  • Faster process enabling Elexon to manage your enquiry and obtain subject specialist replies
  • Ability for you to track your enquiry at every step of the process
  • Real-time updates on the status of your enquiry cases
  • Archive of all of your enquiries

Using Elexon Support

To submit an enquiry, you will need to have an account with Elexon Support. This process is very straight forward and will enable you to access the service, submit a case and to see your enquiry details.

Each enquiry will receive an individual reference number that will enable you to track that enquiry or refer to it in further communications.

All of Elexon’s BSC teams will be part of the Elexon Support service and this will streamline the process and help deliver a faster and more efficient service to our customers.

The following link became activated on Wednesday 24 January 2024.

Future developments

As part of the ongoing development of the Elexon Support service, we will be asking for feedback from our customers as they begin to get used to using it.

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.


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