Customer Information

Domestic Customer Information
Electricity
As a domestic customer, you have a choice of suppliers (see Supplier Contact Information Page page for details). 

If you are interested in switching supplier you may wish to read a question and answer leaflet, produced by the Utility Regulator, Consumer Council and NIE. 

Did you know that NIE and Power NI (formerly NIE Energy) are separate companies?
NIE (Northern Ireland Electricity) and Power NI are separate companies under different ownership.

NIE is the electricity network business which owns the wires and meters and is responsible for transporting power to homes and businesses. If your electricity goes off or you have a problem with your electricity, you should contact NIE.  Power NI is one of a number of suppliers you can choose from - see our Supplier Contact Information Page for details.

Electricity suppliers buy energy and sell it onto customers. Whoever your supplier is, they will issue your electricity bill and deal with any queries you have about your bill.

Suppliers need a licence from the Utility Regulator to supply electricity to customers in Northern Ireland. They buy energy from the all island electricity market (also known as the Single Electricity Market or SEM) and pay NIE ‘use of system’ charges to transport it over the electricity network to your home.

Customer Care Schemes
Suppliers offer a range of services to customers who have special requirements. If you are interested in signing up, contact your supplier for further information. 

NIE’s Critical Care Scheme
Customers who depend on electricity for life supporting electrical equipment can join NIE’s Critical Care Scheme. Details of this are available from NIE’s website at http://www.nie.co.uk/customerinformation.

Who is responsible for meter reading?
NIE is responsible for carrying out the reading, testing, installation and inspection of the meters of all electricity customers. The meter readings are then passed to your electricity supply company who will issue your bill.

Gas
There are currently two suppliers of natural gas to domestic properties in Northern Ireland - SSE Airtricity Gas Supply (NI) Ltd and firmus energy.

SSE Airtricity Gas Supply (NI) Ltd and firmus energy both supply gas to domestic customers in the Greater Belfast area. If you are interested in switching, please contact the supplier you wish to move to.

In addition, firmus energy also supplies gas to domestic customers outside Greater Belfast, in the area known as the ‘ten towns’. Full details of the areas that SSE Airtricity Gas Supply (NI) Ltd and firmus energy supply are available on their websites.

Phoenix Natural Gas Ltd is the distribution network operator in Greater Belfast and firmus energy is the distribution network operator in the ten towns area. If you have a query about your connection, either in relation to getting connected or in relation to a suspected gas leak you should contact your network operator.

Customer Care Schemes
Both firmus energy and SSE Airtricity Gas Supply (NI) Ltd offer a range of services to customers who have special requirements. If you are interested in signing up, contact your supplier for further information. 

How can I reduce my energy bills?
Your supplier should be able to provide information on how you can reduce your energy bills. However, for additional information on how you can save energy within your home, details about renewable technologies and how you can save water, please contact:

Bryson Energy Advice Line
Fermanagh House
Enniskillen
BT74 7HR
Freephone: 0800 1422 865
Fax: 028 6632 9771
Email: .(JavaScript must be enabled to view this email address)
Web: www.brysonenergy.org

Or

Action Renewables
Block C
Unit 1
Boucher Business Studios
Glenmachan Place
Belfast
BT12 6QH

Tel: 028 90 727760
Fax: 028 90 234464
Email: .(JavaScript must be enabled to view this email address)
Web: www.actionrenewables.org

How much can landlords/caravan park owners charge for electricity/gas.
For information and guidance on the resale of electricity or gas please click here.


Water
Northern Ireland Water (NI Water) is the sole provider of water and sewerage services in Northern Ireland. It is a Government Owned Company (GoCo) - which is a statutory trading body owned by central government but operating under company legislation, with substantial independence from government.

If you have a query about your water supply, to report out of sewer flooding or a leak, or you require further information about a new connection to the water and sewerage system, contact Waterline.. 

NI Water’s Customer Care Register (including critical care)
NI Water offers a range of free additional services to older people, those with a serious medical condition or consumers who need extra help for any other reason. This was previously called ‘Priority Services’. NI Water has produced an information leaflet which provides further information on their Customer Care Register.