Consumer information

Whether you are a household, community group, small business or large company this section provides a range of information for you about electricity, gas and water and sewerage services.

Domestic customer information

Electricity

As a domestic customer, you have a choice of suppliers (see supplier contact information 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 Networks. 

Did you know that NIE Networks and Power NI are separate companies? NIE Networks and Power NI are separate companies under different ownership.

NIE Networks 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 Networks.  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 Network ‘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 Networks’ Critical Care Scheme

Customers who depend on electricity for life supporting electrical equipment can join NIE Networks’ Critical Care Scheme. Details of this are available from NIE Networks’ website at https://www.nienetworks.co.uk/Contact-Us/Critical-care-register.

Who is responsible for meter reading?

NIE Network 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:

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.