In many areas, the electricity grid has reached its limits. While we are working hard to expand it, this alone is not sufficient. That is why we are encouraging customers to use available grid capacity more intelligently. This is changing how we operate: instead of acting solely as a passive provider of transmission capacity, we are increasingly taking on the role of an active manager of the electricity grid.
Grid congestion has led to capacity shortages, with some customers facing wait times of 5 to 10 years. Through an annual survey of the waiting list, we assess how well customers understand the situation. Although many are aware that wait times are long, they are often insufficiently aware of the underlying impact of the energy transition and grid congestion on their specific circumstances. We therefore inform customers on the waiting list when congestion is expected to be resolved and advise them on other options to meet their energy needs, such as adjusting consumption patterns or using alternative products.
Clear communication with customers
Customers want to know where they stand. That is why we communicate clearly and transparently. We ensure customers always have visibility into the status of their connection or additional capacity application, and we address questions such as: Is there still transmission capacity in my area? How long will I have to wait for a connection or the requested capacity? What alternatives are available, and what can I do myself?
Increasingly better insight for high-volume consumers
Since 2024, high-volume consumers have had progressively better access to information through national grid capacity maps (new window), which show available and required transmission capacity as well as waiting lists by area. Since 2025, these maps have also included planned grid expansions and the capacity expected to become available as a result. From October 2025 onwards, customers have been able to access a personalised scarcity map via the My Enexis High-Volume Consumption portal. This map provides an overview of their high-volume connections within the Enexis service area and includes relevant details, including the associated station and transformer, current and future requested capacity, and planned grid expansions.
Large business customers can also subscribe to a quarterly newsletter or a monthly capacity update. The newsletter provides updates on developments in the energy grid, as well as opportunities and solutions to increase energy demand flexibility. The monthly update focuses on new bottlenecks, congestion studies, and available capacity.
Small consumers also affected by a full grid
Households and small businesses are increasingly benefiting from a fully integrated electricity grid. Electricity demand is rising rapidly due to the growing use of (hybrid) heat pumps, charging points, and electric cooking appliances. At the same time, more electricity is being fed into the grid through solar panels, and home batteries are being used more frequently. Requests for new or heavier connections often require prior grid expansion. As our workforce capacity is limited, this can lead to longer wait times. When customers submit a request, we inform them as early as possible of the required work and the expected timeline. If delays occur, we communicate this clearly and well in advance. We also advise customers on how to make optimal use of their existing connection.
In January 2025, we introduced the Grid Checker to help low-volume consumers make their energy use more sustainable. When requesting a heavier connection, customers can use this tool to check whether capacity is available on the local grid and how long the expected waiting time will be. The Grid Checker was developed in collaboration with other grid operators and is available on our website.
Measuring customer focus: from effort to transparency
Until recently, we used the customer effort score to measure the effort required for customers to complete tasks across our processes and channels. In 2025, we introduced the customer transparency score (CTS). The CTS measures whether customers feel they always know where they stand. We assess this score at multiple points in the customer journey, enabling us to focus more effectively on providing clear information through the right channels and at the right moments.
We aim to keep customers well-informed at all times about the grid's status and the status of their requests. Customers who are well informed are generally more understanding of longer lead times, ongoing work, and the increased likelihood of disruptions. They are also more inclined to adjust their behaviour and explore alternative ways to meet their energy needs.