Help & Support

COVID-19

What has Power NI been doing to support businesses during this challenging time with COVID-19?

  • For those who have contacted us struggling to pay, we have been working with customers on payment plans suitable for their individual circumstances. This includes amending Direct Debit amounts where applicable, changing Direct Debit payment dates to suit the customer etc., often to coincide with when they are scheduled to receive their government grant. Feedback from customers and experience surveys has been that they have been very appreciative of the flexibility and understanding offered by our Customer Care teams.
  • We initially stopped all disconnections and amended our collections processes. These processes are slowly reverting back to usual as businesses have been opening up again.
  • We completed a meter reading campaign from April 2020 to August 2020 via SMS & email to encourage commercial customers to provide us with meter reads (where they were safe and able to do so within government guidelines) to keep their bills as accurate as possible and only pay for the energy they were using, which in some cases was very little. This is was due to NIE Networks stopping all meter reading activity during the first lockdown, however this resumed on 15th July.
  • We engaged with customers who had to temporarily close (and were unable to safely read their meters) to see how we could keep their bills accurate, estimating a lower than usual consumption rate for them.
  • We contacted customers whose contract was due to end before 30th June 2020 to offer them continued discount throughout the initial challenging period to ensure they didn't lose out if they didn't act on their renewal.
  • We are signposting customers to government advice and financial support 
  • We have a Power NI Community Fund that is being used to support charities & organisations helping the fight against Coronavirus. This includes some local businesses who are supporting the NHS with PPE and scrubs bags, as well as the Young Farmers’ Clubs of Ulster who are coordinating activity across our rural communities in NI.