REC Service Desk - REC Services
REC Service Desk
The REC Service Desk provides you with help. If you are unable to find the answer to your question or have queries about the REC you can contact our Service Desk.
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Submitting an enquiry
To submit an enquiry, select the REC Wiki and Service Desk Section from the left-hand side of the main dashboard, within the REC Portal. Click on ‘Contact Us’, and Select 'Contact REC Service Desk' to complete an online query form. Once you have completed your enquiry details and submitted your form you will receive an email receipt from the Service Desk.
Tracking an enquiry
You can keep up to date with any tickets that you have raised by viewing 'My Open Tickets’ on the Service Desk Section. This provides you with an overview of how your query is being resolved including the date that we expect to have responded to you.
We will also keep you updated during your enquiry by email. If we need any further information we may contact you by phone to discuss your query.
Response time
We aim to answer all enquiries within 24hrs, however, if your enquiry needs further detailed investigation this may be passed to one of our technical teams for further review. If this happens we will aim to respond within 3 working days. We will always tell you if we need to do this.
Alternative channels
You can contact the Service desk, either via email at enquiries@recmanager.co.uk or you can call the Service Desk on 0800 640 4300. You can also use the 'Let's Chat' function to talk with us in real-time.
Our Service Desk is open Monday to Friday, 9 am to 5 pm excluding bank holidays.
Common FAQs
The REC Service Desk is able to help with all your queries about the REC. Occasionally you may have an enquiry or query that needs to be directed to another Service Desk or Helpdesk outside of the REC. Our common queries table will help you determine where you need to direct any enquiries to.
Common Question | Helpdesk to Contact |
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I want to become a Gas Enquiry Service / Electricity Enquiry Service user |
REC Service Desk |
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I can’t access the REC Portal or need to change my permissions | REC Service Desk |
| The Gas Enquiry Service is not working | Xoserve https://www.xoserve.com/help-and-support/raise-a-new-support-request/ |
| The Electricity Enquiry Service is not working | C&C Group Support Helpdesk support@candc-uk.com |
| I am sending messages through the CSS and not getting a response |
Switching Service Desk |
|
I can’t upload information to the REC Portal |
REC Service Desk |
|
When is the next Change Panel |
REC Service Desk |
|
I want to discuss my REC invoice |
RECCo |
| How do I raise a Change Proposal | REC Service Desk |
| The REL address on the Enquiry Service is wrong |
Switching Service Desk |
|
I am a MEM and the portfolio information on the Electricity Enquiry Service/ Gas Enquiry Service is incorrect | REC Service Desk |
| What reporting obligations do I have | REC Service Desk |
| I have a query about EMAR |
REC Service Desk |
|
I want to access Green Deal data |
REC Service Desk |
|
I am not a CSS User but want to access the Switching Portal | Switching Service Desk |
| I need help on a CSS process | Switching Service Desk |
| I need help to understand a REC Schedule | REC Service Desk |
| I want to find out who sits on a committee | REC Service Desk |
| I need to query REL data | Switching Service Desk |
| I am getting a validation error in response to a message on the CSS | Switching Service Desk |
| How do I respond to a REC Change Impact Assessment or Consultation | REC Service Desk |
| I want to add additional REC portal users | REC Service Desk, |
| The data on my CSS provided report is incorrect | Switching Service Desk |
| I want to add additional users to the CSS Portal |
Switching Service Desk |
|
I am getting an error when requesting a CSS Security Certificate | Switching Service Desk |
| I want to understand my REC obligations | REC Service Desk |
| What do I need to do to get access to a REC Service |
REC Service Desk |
|
What is SDES and SDEP | REC Service Desk |
| I’m having an issue with SDEP | C&C Group Support Helpdesk support@candc-uk.com |
| I want to report Electricity Theft | Report Energy Theft | Electricity Theft, Gas Theft in UK | Stay Energy Safe or 0800 023 2777 |
| I can’t access the Green Deal Central Charge Database | REC Service Desk |
| How do I set up a new MAU for Electricity Enquiry Service / Gas Enquiry Service | REC Service Desk |
| I need to resolve invalid CSS data | View the guidance document here for more information |
