Question 1

My bill is higher than usual

Accepted Answer

If your bill is higher than you expected there are several reasons why this might be.

Was your last bill estimated? It may have been a low estimate and this bill is ‘catching up’. Estimated readings are based on past billing history and are usually accurate. If you think an estimated bill is not accurate please contact us with your own readings.
Are you comparing a winter bill to a summer bill? Energy bills are typically higher in winter than in summer months.
Have your circumstances at home changed, for example a family member returning from University or perhaps the arrival of a new baby? This can increase the amount of electricity used around the home.
Have you installed any new equipment or increased the use of existing appliances, such as a tumble drier or electric heater?
Has there been a tariff increase since the last bill was issued? You would have received a letter informing you about this.
Do you have a faulty appliance? Have you had an electrician check this?

For more information on understanding your bill direct debit or non-direct debit.

If none of these examples apply and you are still concerned we will look into this for you. Visit the contact us page to get in touch.

Question 2

How is my bill calculated?

Accepted Answer

Northern Ireland Electricity Networks (NIE Networks) read all electricity meters four times a year and send the meter readings for our customers to us. Remember, NIE Networks is a different organisation to Power NI.
When we receive your meter reading we work out how many units of electricity you have used since the last time your meter was read and multiply this figure by the current unit rate for your tariff. Your tariff and current unit rate can be found on page 2 of your bill. We then deduct any discount (for example if you pay by Direct Debit) and add VAT.

If you miss the meter reader, they’ll usually provide an information card explaining what you need to do. If we don’t receive a meter reading, we’ll estimate your bill based on your previous usage patterns.
Find out how/if your bill is estimated

Question 3

What costs make up my electricity bill?

Accepted Answer

Every household is different, however there are common themes that occur in most households regarding energy consumption. Acknowledging which electrical appliances use the most electricity and understanding basic energy-saving tips, can have a positive impact in terms of a lower electricity bill.

This is the breakdown of energy usage in a typical household.

Lights use more energy than any other appliance, so why not switch to energy saving lightbulbs and remember to turn off lights when you leave a room? Also, educating other family members, particularly children, to switch off lights and any electrical appliances they have finished using, will help to reduce your electricity consumption.

Find out more about appliance running costs

Question 4

What is a Pay-As-You-Go meter, how can this help me if I am behind payments?

Accepted Answer

A Pay-As-You-Go (PAYG) Meter also known as a Keypad meter is a great way to budget if you’re struggling to keep on top of all household bills.
We can arrange for the meter to be installed in your home, which means you’ll no longer receive quarterly electricity bills.

Any balance on your account will be transferred onto your PAYG meter which will be set to collect some of your arrears with each top up made, this won’t be more than 20% of each top up.

We always take your individual circumstances into consideration and tailor repayment arrangements to suit your needs. If you’d like to learn more about how a keypad meter works, visit our Keypad help and support section.

If you are ready to discuss this further or book an appointment, please get in touch with us in the following ways:

Call us on 028 9068 5853 (Monday to Friday, 9am to 5pm).
Email us at dpar@powerni.co.uk, including your account number.

Question 5

I am struggling to pay, what should I do?

Accepted Answer

If you’re finding it difficult to pay your electricity bill, the first step is to contact our Payment & Account Resolution Team. We will explore payment options that may better suit your circumstances and needs.

You can get in touch with us in the following ways:

Call us on 028 9068 5853 (Monday to Friday, 9am to 5pm).
Email us at dpar@powerni.co.uk, including your account number.

We understand that discussing financial concerns can be tough but we’re here to listen and support you. Our goal is to help make things a little easier for you. This can include:

Referring you for a full benefit entitlement check to ensure you’re receiving all the support you’re entitled to.
Providing budgeting advice and connecting you with support agencies.
Ensuring you’re on the best tariff and offering tips to help manage your energy bills.

Our team will always treat you with kindness and understanding, providing a solution that suits your unique circumstances.

Question 6

How do I view my bills?

Accepted Answer

To view your bills on online account go to 'My Bills'. You can also view your bills from your billing dashboard and have the options to save and print these. It is also important to download the most up-to-date version of Adobe PDF.

Bills & Payments

How can I reduce my bills?

More billing questions