We understand that all our customers are different, and some might need our help to make things a bit easier to manage. We also understand that life happens, whether it is a change in your family or financial situation, illness or you just need a bit of support.
At Power NI, we have lots of services available that could help. Register for them today.
Power NI Customer Care Register
Signing up to our Customer Care Register will help you get a bit of extra support with managing your electricity account.
- Get bills in a different format if you struggle with hearing, speech or sight.
- You can add someone you trust as an extra contact on your account. They can get your bills or talk to us about your account. You’ll still be the only one who can change your personal details or payment information.
- If you want to give someone full financial control of your account, we can help. This means they can make payments, update your details, and manage Direct Debits for you. To set this up, you’ll need to contact us with that person present so we can confirm everything with both of you
Please note: some things we cannot discuss with your trusted person. For example, changing personal details or Direct Debit payment. To do this, you will need to delegate full financial responsibility.
NIE Networks Medical Care Register
We work closely with NIE Networks (who are responsible for the meter in your property) to provide other services that could help you.
Doorstep services
- You can set a password for meter readers to quote when they call to your house, giving you reassurance they are from NIE Networks.
- If you are hard of hearing, the meter reader can knock loudly and speak clearly.
- If you struggle with mobility, more time can be given for you to answer the door.
Life supporting equipment
If you have life-supporting equipment or medicine, NIE Networks can give you priority information, keeping you up-to-date during any power cuts.
Other support services
- All our energy experts are JAM Card trained (giving you 'just a minute' longer). We can take extra time on a call for anyone who needs a slower pace.
- We also understand that Dementia affects people in different ways, so all of our staff are fully trained to help support you if you need it.
- We have translation services available to help customers who do not have English as their first language.
- Deaf customers can use SignVideo services when contacting us. Connect to the team through a BSL interpreter or ISL interpreter via live video chat. The service is available Monday to Friday, 9am - 5pm.
- For any of our customers who have hearing or speech impairments, we have Relay UK available. This means that you can type your message to us and when we speak, you will receive the information in a written reply.
- We also provide support for any customer worried about paying their bill. If you are ever concerned please let us know so we can help you.
If your circumstances have changed and you would like to be removed from the registers you can email us including the following details in your email:
- Name
- Address
- Account Number
- MPRN / KPRN
You can also visit our contact us page.
Register today for the Power NI Customer Care Register or the NIE Networks Medical Care Register
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What is a Customer Care Register?
Customer Care Registers provide additional services to consumers who need extra support from their utility company due to their personal circumstances or needs. -
Is a Customer Care Register for me?
You might need additional support for one or more of the following reasons:- You have a disability, chronic illness or terminal illness and need extra help.
- You are experiencing certain circumstances such as bereavement, redundancy, recovering from injury or you are a carer and extra support would help you.
- You are of pensionable age and might need some more help.
Take the first step and speak to your electricity supplier, gas supplier, NIE Networks or NI Water. -
Who provides a Customer Care Register?
Your electricity or gas supplier, NIE Networks and NI Water provide a range of free additional services for consumers who may need extra help.
All electricity and gas suppliers hold Customer Care Registers for consumers that need extra support. These are companies that you pay for the electricity or gas that you use.
NIE Networks holds a Customer Care Register for those who rely on electricity for medical needs and for those who need extra support due to their personal circumstances. This is sometimes called the Medical Care Register. NIE Networks owns and maintains the electricity poles and lines that safely get electricity to your home. They do not send electricity bills.
NI Water also holds a Customer Care Register for consumers that need extra support. NI Water supply you with clean water and manage the sewage network.
You can join these at any time to make sure you get the support you need. -
What’s not available from joining a Customer Care Register?
There are some needs that your electricity, gas and water company will not be able to meet. For example, being on a Customer Care Register does not mean that you will receive financial support.
In cases where you have a need that the company cannot meet, they may offer to put you in touch with another organisation that may be able to help you. -
How will I benefit from being on a Customer Care Register?
If you are on your electricity, gas or water company’s Customer Care Register this means that they will be aware of your individual support needs. -
What additional services and supports are available?
Here are some examples of the additional services and support available from the different companies. Remember these are free and you can register at any time.
Electricity and Gas Suppliers:- Nominate a trusted person to help with your account management. If you find it hard to manage your emails or letters or need assistance with managing and/or understanding your bills, you can ask your electricity or gas supplier to send your energy bills to both yourself and another trusted person.
- Tell your supplier if you need bills, statements and their other communications in a different format so you can review these. If you have specific sight or hearing needs, register to receive alternative forms of communication. Your electricity or gas supplier provides this service free of charge. NIE Networks and NI Water also provide this service for their communications.
- Get help with meter readings if you have trouble doing this yourself due to old age, disability or terminal or chronic illness. If neither you nor anyone else in your home can read your electricity or gas meter (due to age, disability or terminal or chronic illness) then your supplier can arrange to read your meter on your behalf. This is free of charge and they will do this at least once every three months.
- Get advice about electricity or gas appliances due to old age, disability or terminal or chronic illness. If you need advice on the use of any electricity or gas appliances or fittings in your house (due to age, disability or terminal or chronic illness), you can ask your supplier.
- Eligible homeowners can get a free annual home gas safety inspection. If your personal circumstances mean you need extra support and you live in your own home on your own, or if anyone who lives in your household needs extra support, your gas supplier can arrange a free gas safety inspection for your home. This is not available if you live in rented accommodation.
- You can sign up to a password scheme for when someone from the electricity, gas or water company calls to your home. If you are worried about people calling to your home, you can ask your electricity or gas supplier, NIE Networks or NI Water to provide specific identification for their employees who will call to your home. This will allow you to identify if a caller is from that company before opening your door or letting them in.
- Tell NIE Networks if you rely on electricity for healthcare needs and need priority contact if there is a power cut. For example, you may rely on electricity for equipment including specialised mattresses, feeding systems, prescribed medications that need to be stored in your fridge or lifting equipment. If you have specialised medical equipment in your home you can register to receive up to date information by phone during a power cut or additional notice ahead of a planned interruption to your electricity supply. This does not mean that you will get your power restored any quicker.
- In the event of a loss of water supply, if you are on NI Water’s Customer Care Register and you don’t have water, they will prioritise you to get bottled water.
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How can I sign up and who do I contact?
Simply contact your electricity supplier, gas supplier, NIE Networks or NI Water and discuss your individual needs. It’s free to sign up.
When you contact your electricity or gas company or NI Water, you can be assured that you will be treated with empathy and respect. Staff have received training that includes, but not limited to, disability training (in relation to hidden disabilities, learning difficulties or communication barriers) and mental health awareness training.
You will need to sign up to each Customer Care Register separately. If you are a Power NI customer, you can sign up by filling in the form above or by contacting us. The table below includes links to each network company's website, where you can find contact details and online registration options.
Network company Contact number Website NIE Networks 0345 764 3643 www.nienetworks.co.uk/help-advice/vulnerable-customers/customer-care-register NI Water 0345 744 0088 www.niwater.com/education-and-the-community/community/customer-care-register
