Energy Issues
Here are some of the issues that our Consumer Support Team can help with deal with. If you do not find the information or advice you need, contact the Team on 0800 121 6022 or make an enquiry online.
- Free Energy Services
- Payment Choices
- Moving House
- Electric Safety in the home
- Natural Gas Safety in the home
- Home Heating Oil
- Energy Efficiency
- Energy Issues for Students
- Frequently asked Questions and Answers
1. Free Energy Services
You may not know it, but your electricity and natural gas supplier could be providing additional services that could be useful to you. Here are some of the additional services that NIE and Phoenix offer to customers:
Electricity Consumers
NIE Customer Care Register
The NIE Customer Care Register is for Electricity Customers with particular needs. For example, if you have a disability or any other special need than NIE may be able to adapt their services to suit you.
Bills - Adapting the format of your bill
If you have difficulty reading your bill, you can register with NIE’s Customer Care Register and choose to receive your bill in one of the following formats:
Braille
Large Print l
Talking Bill- NIE will phone you with the details of your bill
Doorstep Service
If you are a customer with hearing difficulties or a mobility problem, make sure to inform NIE. They will inform staff of this so they can knock louder on the door and take more time to allow you to answer.
Password Scheme
If you are concerned about strangers calling at your home and would like assurance they are from NIE, you can give NIE a password for staff to use when they call. You also have the right to ask for an identity card when they visit customers. Be sure to take time to read the identiy card to enusre the person calling is who they say they are.
Carer’s Contact Service
If you have a relative, carer or someone who would normally look after your bills, then you might want your electricity bill to be sent to them. NIE can arrange for this to happen. With your approval, NIE can also contact your appointed person directly if they need to get in touch with you.
Meter Relocation Service
If your meter is located in a place that makes it difficult for you to read, contact NIE who may be able to relocate it. If you have difficulty reading a dial meter, NIE may be able to replace it with an easy to read digital meter.
Critical Care Customers
The Critical Care Register is a service for consumers who depend on electrical appliances for health reasons. In circumstances where there may be an interruption to your electricity supply, NIE will contact you and give you information on the situation. When registering, NIE will also take the details of a relative or carer so that if they can't contact you, they have the contact details of someone else they can inform.
Natural Gas Consumers
The Phoenix Energy Care Scheme
The Phoenix Energy Care Scheme provides additional services to gas customers with specific needs. You can qualify for this scheme if you meet one of the following criteria:
60 years of age or over;
A person with a disability; or
Chronically sick.
The Scheme offers the following services:
Talking Bill Service
If you are visually impaired, Phoenix can contact you by telephone to give you the details of your latest bill.
Password Scheme
Customers can give Phoenix a password so they know the person calling is a Phoenix employee. All Phoenix employees visiting you will be wearing an identity pass.
Nominee Scheme
Consumers who have someone else looking after their gas bill can arrange with Phoenix to have their bills sent to this person. You can also nominate a person if you are visually impaired and would like a relative, friend or carer to read it for you.
Free Gas Safety Check
If you meet one of the following criteria Phoenix will carry out a free gas safety check on your appliances and installation. If you are:
60 or over and living alone, or living with someone else who qualifies, or living with a young person under 18;
a registered person with a disability and living alone, or living with someone else who qualifies, or living with a young person under 18; or
receiving a state disability benefit and living alone, or living with someone else who qualifies, or living with a young person under 18.
For more information on what you're entitled to or qualify for, the Consumer Council has produced Free Energy Services from your Energy Supplier, click here to download your copy.
2. Payment Choices
Payment Methods
Suppliers offer a variety of payment options to customers. For example weekly and quarterly options, paying by cash, cheque, Direct Debit, postal order (Phoenix Natural Gas only) or Pay as You Go meter.
Please note that some payment methods may offer you a discount. For example, there may be discounts for paying your energy bills by monthly Direct Debit.
Direct Debit
You can pay monthly by Direct Debit through your bank or building society. Contact your supplier to discuss any discounts or incentives for moving to Direct Debit.
Quarterly
If you pay your bill quarterly, your account will show the amount of energy you have already used and how much is due for payment. Your supplier may carry out a credit check to make sure that you have a suitable credit history.
Pay as you go
By using a pay as you go meter, you can pay for your gas or electricity as and when you need it. This may help you budget more effectively.
For further information on paying by Direct Debit, quarterly or Pay as You Go for your electricity or gas, the Consumer Council has produced Payment Options for your gas and electricity; click here to download your copy.
3. Moving House
When you move house you need to cancel your account with your gas and electricity suppliers.
Here are some simple but important steps to ensure you get the right service.
Before you move house
Tell your electricity and gas supplier at least 48 hours in advance that you are moving. The supplier will arrange for your meters to be read or ask you to give a forwarding address at this time. Keep a note of the readings and the dates they were taken in case you do not agree with your bills.
If you do not tell your supplier before you move, you may have to keep paying the bills for your previous home before you move.
After you move into a new house
When you move in, contact the supplier at your new property immediately with your new details, the meter serial number and the meter reading for the day you moved in. This will allow your supplier to send you an accurate first bill. If you do not tell your supplier, you may be liable for the previous tenant’s bill even after you have moved in.
Pay As You Go (PAYG) Meters
Do not use the previous occupant’s PAYG card as any money you pay will be credited to the previous occupants account and you may be paying off their debt.
Electricity
If the property that you move into is supplied by an NIE keypad meter, contact NIE with your details. This will ensure that you are only paying for your own usage.
Gas
There are two types of PAYG meter, Quantum and Libra, make sure your meter is the correct type by contacting Phoenix. If the property is supplied by a PAYG meter you will need to ensure that you get your own PAYG card. Contact Phoenix with your details.
Registering the move from your old address to a new address can be done online for both NIE (www.nie.co.uk) and Phoenix Natural Gas (www.phoenix-natural-gas.com).
4. Electrical Safety in the home
Here is some help and advice on getting value for money and energy efficiency from your electrical goods:
Make sure appliance cords are in good condition - not frayed or cracked.
Try to keep power cables separate from other connecting cables;
Make sure your plugs fit your outlets.
Use a specialist for all electrical servicing and repairs, preferably one that is regsitered with the National Inspection Council for Electrical Installation Contracting Certificate (NICEIC) approved contractor.
For further information, the Consumer Council has produced, Electrical Safety in Home leaflet, click here to download your copy.
5. Natural Gas Safety in the home
Natural Gas has an excellent safety record and is subject to the strictest safety standards and regulation. However like all fuels, it needs to be used safely.
Top tips for gas safety
Never use a gas appliance if you think it is not working properly.
Have your gas appliances checked by a specialist for safety at least every 12 months.
CORGI registered gas installers must carry out any work on gas equipment.
Never cover or obstruct any fixed ventilation grilles and do not block or cover outside flues.
For more information, the Consumer Council has produced, Natural Gas Safety in Home leaflet, click here to download your copy.
6. Home Heating Oil
MOre than 70 per cent of homes in Northern Ireland use oil to heat their homes. It is a clean and efficient fuel. In a well-maintained modern appliance it will burn with very little pollution or waste.
The Consumer Council has produced a leaflet with useful information and advice on safety, tanks and boilers, energy efficiency, pricing, checking your oil supply and caring for your oil heating system. click here to download your copy.
7. Energy Efficiency
Being energy efficient needn’t be expensive and it can help you save money in the long run. Not only is it good for your pocket but it's also good for the environment. By being energy efficient we reduce amount of fossil fuels we use and their harmful effects.
To learn about low cost ideas, help and money that may be available to you as well as details of organisations that can help, the Consumer Council has produced the leaflet Energy Efficiency, click here to download your copy.
8. Energy Issues for students
All students use electricity and maybe gas or coal as well. The Consumer Council has produced a leaflet for students on energy issues ranging from what you should do before and after you move into student accommodation, safety information, controlling energy bills, Carbon Monoxide awareness and energy efficiency. Click here to download your copy.
9. Frequently asked questions and answers
I have a complaint about my gas/electricity supplier. Who do I contact?
If you have a complaint or problem, contact the supplier first. If they cannotto resolve the problem or you are not happy with their response, contact The Consumer Council on 0800 121 6022.
How can I reduce my gas/electricity bill?
By making your home energy efficient you can reduce the cost of your fuel bills. You may even be eligible for a grant to cover the cost of the work.
If you would like information on energy efficiency measures and grants, contact the Energy Saving Trust Advice Centre on 0800 512012.
I don’t think my gas/electricity bill is correct – what can I do?
Check your meter reading and compare it to the reading on the bill. If it is different, contact your supplier and give them the actual reading so that they can send you an adjusted bill.
If you think your meter is faulty, you can ask your supplier to arrange an independent check. There may be a charge for this.
If the bill is correct but you cannot afford to pay it, contact your supplier and ask about payment arrangements.
If you have contacted the supplier and are not satisfied with the response, contact the Consumer Council on 0800 121 6022.
What do I do if I suspect a gas escape?
- Call 0800 002 001;
- Turn off the gas supply at the meter;
- Put out all naked flames;
- Open doors and windows to let air in; and
- Do not use electrical switches.
I am having problem with my boiler/installer. What can I do?
Are you a Housing Executive tenant? If so, contact the Housing Executive directly - they will look into the matter on your behalf.
If you are worried about the safety of your natural gas installation you should contact CORGI on 087 0401 2300 without delay.
Write a letter of complaint to your installer. If after writing you do not feel your installer has adequately dealt with your complaint, you can pursue the matter further. If either you or your installer lives in the Belfast Council area, the Consumer Advice Centre - 028 9032 8260 will advise you. If not, your local independent advice centre will be able to help you.
Check if your installer is licensed with the Plumbing Industry Licensing Scheme. You can call 0131 225 2255 to establish whether or not your installer is a member. If they are, the Plumbing Industry Licensing Scheme may be able to pursue the complaint on your behalf.
If at this stage you remain dissatisfied, you could contact the Small Claims Court for advice on the procedure for going to court.
Do I have a choice of supplier?
An EU directive requiring all European gas and electrcity markets to be open to compeititon means that Northern Ireland gas and electricty customers should be able to choose their supplier by July 2007.
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