Domestic consumers urged to avail of special support services offered by energy and water companies

The Utility Regulator carried out a survey that found that less than 50% of consumers were aware of the services that energy companies offer to those who need extra support.  

Sinéad Dynan, the Utility Regulator’s Head of Consumer and Business Protection, explains further:

“We carried out our third annual Domestic Consumer Insight Tracker survey in late 2022, to gain an insight into consumer experiences of Northern Ireland’s energy sector. One of the results highlighted the lack of knowledge around the various support services that energy suppliers offer to consumers who require extra support.

“Whilst this awareness has increased from 36% in 2021 to 41% in 2022, that still means three in five domestic consumers do not know that special support services are offered by energy companies.

“Gas and electricity companies 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 company’s care register. The services offered include a specific doorstep service, carers contact service and information in alternative forms.

“Anyone who relies on electricity for healthcare needs can sign up to the NIE Networks Medical Customer Care Register for additional support during electricity outages. NI Water also provide special assistance during unplanned water interruptions.

“If you, your friend or family member could avail of this special support, please contact your energy supplier, NI Water or NIE Networks and ask to be added to their register.”

Further information on the care registers is available within the consumer information section on our website. 

NI Water are encouraging customers to sign up to its free text alert service which provides updates about anything that may impact on their water supply or any of our other services in the area. To sign up, click here