Customer Care Registers
Did you know that gas, electricity and water companies in Northern Ireland provide free additional services to customers who need extra support?
If you are of pensionable age, chronically sick, disabled or require help for any other reason, you can sign up to a care register. It’s easy to get registered. All you have to do is go to your utility company’s website or give them a call and they can add you to their register.
There are two different types of registers:
- Care Register; and
- Medical Customer Care Register.
Care Register – offered by electricity and gas suppliers and NI Water
Who can register?
- Anyone who is of pensionable age, is chronically sick, disabled or requires help for any other reason. You can also register a family member or friend if they are unable to register themselves.
What services are available?
There are a number of services available, including:
- Doorstep service - you can ask the company to knock the door louder and speak clearly when calling to your house. They will allow more time for you to answer the door if you have a mobility problem.
- Password scheme - you can ask the company for a password so that if their staff call to your home, you can identify that they are from the company.
- Carers contact service - you can name a carer or relative who can contact the utility company on your behalf. You can also ask that if the utility company need to contact you (such as post or telephone calls) they do this through your chosen carer or relative.
- Information in alternative forms - you can request information or contact from a company to be in an alternative format that suits your needs. This includes, but is not limited to Braille, large print, CD and audiotape.
- Special assistance from NI Water during unplanned water interruptions or flooding – you will get prioritised response if you experience flooding and will be prioritised to receive bottled water if there is an unplanned interruption to water supply.
How do I register?
- You can sign up via your supplier’s website or you can phone and ask to be put on their customer care register. All contact details are available below.
Medical Customer Care Register – offered by NIE Networks
Who can register?
- Anyone who relies on electricity for healthcare needs can join the NIE Networks Medical Customer Care Register to get extra support during a power outage.
What services are provided?
There are a number of services available, including:
- Contact before a planned electricity outage - if there is a planned interruption to your electricity supply, NIE Networks will contact you at least three days beforehand to let them know of the expected interruption and the duration.
- If there is an unplanned interruption to your electricity supply, you can call the NIE Networks Customer Helpline on 03457 643 643 and you will be given priority to speak to a customer service agent. NIE Networks will also contact those on the register regularly during the interruption with up to date information.
How do I register?
You can sign up to the register via the NIE Networks website, postal form, or you can call the NIE Networks customer helpline on 03457 643 643.
Sign up to the NIE Networks Medical Customer Care Register
Further information
More information on what all the companies provide can be found on their websites: